Customer Success Associate

Job description

**\*\*\*\*THIS IS AN IN-OFFICE POSITION IN WEST PALM BEACH, FL\*\*\*\*** Max Retail is a technology platform enabling independent retailers and brands to sell their excess inventory online effortlessly. Our mission is to become the largest supply chain that holds no inventory, providing a seamless connection between supply and global demand. We empower our partners with the tools they need to thrive in an increasingly competitive market. As a Customer Success Associate at Max Retail, you'll play a crucial role in ensuring our clients' success and satisfaction with our platform. Your responsibilities include building and maintaining strong relationships with sellers, conducting onboarding calls, continued engagement, and churn prevention. This position offers opportunities for professional growth and development within a collaborative and innovative environment. We are seeking a proactive and customer-centric individual who is passionate about delivering exceptional experiences. The ideal candidate is empathetic, detail-oriented, and dedicated to helping customers achieve their goals. This role requires strong communication skills, a problem-solving mindset, and a genuine desire to make a positive impact. ### What You’ll Do: - **Drive customer success strategy:** Develop and manage strategic relationships with key sellers to ensure their ongoing success on the platform. Work closely with sellers to understand their business objectives and tailor Max Retail's solutions to meet their specific needs. - **Training and enablement:** Deliver advanced training sessions, offering deep product knowledge and custom solutions to help sellers maximize platform features and capabilities. Provide ongoing support to help customers optimize their usage and achieve their business goals. - **Churn prevention and growth:** Proactively monitor customer health, identify potential risks, and develop strategies to prevent churn. Actively identify opportunities for upselling, cross-selling, and expanding product adoption. - **Issue resolution and escalation management:** Take ownership of escalated issues, collaborating with internal teams to ensure timely resolution. Handle complex customer concerns with empathy, professionalism, and a strong focus on problem resolution. - **Data-driven insights:** Utilize CRM tools and analytics to monitor customer engagement, gather insights, and report on account performance. Identify trends and provide feedback to the product and engineering teams to help shape the platform’s future direction. - **Collaborate with cross-functional teams:** Work closely with Sales, Marketing, and Product teams to ensure alignment and deliver the best possible outcomes for customers. - **Continuous improvement:** Participate in the development of best practices and internal processes. Mentor junior team members and share expertise to improve the team’s performance and customer satisfaction metrics. ### Who You Are: - **0-1 years of experience** in Customer Success or Account Management, preferably within a SaaS or e-commerce environment. - **Strategic mindset** with a proven ability to manage complex accounts and build long-lasting relationships with customers. - Exceptional **communication skills**, both written and verbal, with the ability to engage and influence at all levels of an organization. - Demonstrated ability to solve problems proactively and develop tailored solutions based on customer needs. - Highly **detail-oriented**, with a strong ability to manage multiple priorities and competing deadlines in a fast-paced environment. - **Customer-focused** with a passion for improving customer experiences and delivering value. - Strong experience with **CRM systems** (e.g., Salesforce, HubSpot) and customer support tools. Knowledge of data analytics and reporting is a plus. - Comfortable working **independently**, but also thrive in a **collaborative** team environment. - Ability to adapt to change quickly and **thrive in a dynamic and evolving environment**. - Standard business hours (M-F 10am-6pm)