What are the responsibilities and job description for the Associate Customer Success Manager (Remote: Canada) position at Goody?
Goody has built the platform for modern gifting - we provide a seamless way to send trendy personal, employee & client gifts and swag in just a few clicks, no address required. Backed by $32.1 million in funding from Softbank, NEA, and other top-tier funds and angel investors, our team of 35 is on a mission to redefine the gifting experience. We partner with thousands of companies to take the hassle out of sending gifts and / or branded items through automation and HRIS integrations, and we even have the option to let clients give their recipients the unique experience of receiving “the gift of choice” among our great variety of brands products.
Customer Success Manager
As Goody’s first Associate Customer Success Manager, you will be part of a high-impact team and focused on supporting our valued small business customers to ensure their success with our platform. You will have the opportunity to continue to build what it means to give our clients a first-class experience when choosing Goody as their gifting / swag vendor and drive growth, adoption and retention.
Your role will support onboarding our small business customers and leverage data and your expertise about our gift inventory and product enhancements to ensure their ongoing success. You should be a problem-solver with technical aptitude and be comfortable becoming an expert on Goody's product and back-end to support client needs. We’re looking for a customer centric and consultative individual who feels comfortable with identifying opportunities for our business, both for Sales and within our Product.
This role reports into the Manager, Customer Success within the Revenue organization but will also heavily collaborate with our Customer Experience & Support team. The ideal candidate is deeply committed to maintaining strong customer relationships, has a proven track record of staying organized and meeting deadlines to support and execute on the strategic goals of our highly cross-functional organization.
As a fully remote company, we are seeking excellent communicators who manage time well and who can build trust and strong team camaraderie in a virtual environment.
Responsibilities :
- Lead implementation for net new customers, tailored to their business needs
- Manage and drive retention for our SMB clients by ensuring they are making the most out of Goody’s platform across their business needs (via email, phone and virtual meetings) and renew, expand and continue business with Goody
- Identify and mitigate churn risk
- Deeply understand the key use cases and needs across our top clients, sharing best practices and serve as their Goody consultant and advocate
- Manage competing priorities effectively across multiple customers
- Partner with Account Executives for a smooth pre-sales to post-sales handoff and ongoing collaboration when growth opportunities are identified for Sales
- Be the voice of the customer to help mitigate churn and share feedback to Product, Customer Experience, Merchandising and Partnership teams
- Follow internal sales cross-functional processes, SLAs and internal deadlines - we work as a team at Goody
- Bring a “one-team” mindset to work and help keep Goody an exceptional place to work
Requirements :
Compensation Range in USD)
