Address This role requires a keen understanding of the fashion industry, market trends, and exceptional interpersonal skills to effectively interact with clients.
Roles & Responsibilities:
- Customer Success Strategy: Develop and execute a comprehensive customer success strategy that aligns with the company's business objectives and customer needs.
- Customer Relationship Management: Oversee key customer relationships and act as a strategic advisor to clients, ensuring their success and growth with our solutions.
- Customer Advocacy: Champion customer needs and feedback within the organization, advocating for improvements and delivering exceptional customer experiences.
- Data Analysis and Metrics: Monitor and analyze customer success metrics and key performance indicators to measure the effectiveness of customer success initiatives and identify areas for improvement.
- Cross-functional Collaboration: Collaborate with sales, marketing, product, and support teams to ensure a seamless and cohesive customer experience.
- Renewals and Expansion: Drive customer retention and expansion opportunities by identifying upsell and cross-sell opportunities and facilitating contract renewals.
- Customer Success Programs: Develop and implement customer success programs, including training, webinars, and customer engagement initiatives.
- Customer Feedback Loop: Establish a strong feedback loop with customers to gather insights, measure customer satisfaction, and drive continuous improvement.
Requirements
- 2+ years of experience in fashion merchandising.
- Proven track record of driving customer success, retention, and revenue growth in a B2B SaaS environment.
- Strong leadership and team management skills, with a focus on mentorship and talent development.
- Exceptional communication and interpersonal skills to effectively engage with customers and internal stakeholders.
- Strategic thinking and problem-solving abilities to address customer needs and challenges.
- Customer-centric approach with a passion for delivering exceptional customer experiences.
- Ability to thrive in a fast-paced and dynamic environment, adapting to changing priorities and business requirements.
