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Customer Success Manager
Entertainment & Media Industry Company
San Francisco, CA, United States
Job Details - this job has expired, please see similar jobs below
About Company
Stitch is the leading online inventory control solution that simplifies multichannel retail business. It automatically syncs inventory, orders, and sales across channels, which provides retailers a holistic understanding of their operations. With Stitch, retailers save time, make better decisions, and grow their businesses. Stitch integrates with top sales channels such as Amazon, eBay, Etsy, Shopify, WooCommerce, and Square, as well as add-ons including Quickbooks, Xero, and ShipStation.
Why Stitch?
We are a restless bunch at Stitch. We’re leaders in our industry, but our hunger to make an impact on the world is barely satisfied. Our grit, passion, and unyielding dedication to improve the lives of our customers influences our culture in ways you won’t find at other companies. And while we continue to be the best, it doesn’t go without care, compassion and appreciation for the people around us. When you walk in our doors, you’ll find smart, courageous people who also consider one another family. And this is something we protect every day.
You’ll be encouraged to embrace curiosity and always ask “why”. Whatever you thought about working hard will be put to the challenge here. So if you are the kind of person who welcomes the challenge, an environment that will push you to grow and a company that moves quickly, well - you’ve found the right place.
The Role
Customer Success comes from the heart. Our CSMs understand customer needs and work tirelessly to make sure that those needs are met. They are the customer’s advocate at Stitch, working closely with Product, Engineering, Sales and Support to effect change. CSMs are passionate about engaging customers and expanding their use of Stitch. This means determining the best approach for leveraging Stitch’s capabilities and providing recommendations on how to best use Stitch. CSMs will be a trusted adviser to customers, working to ensure that they’re successful, engaged, and advocates for the product.
Responsibilities
• Own the overall relationship with customers, working collaboratively to increasing adoption, ensure retention, and improve satisfaction.
• Work to identify and/or develop upsell opportunities.
• Understand and discuss a complex product and identify ways to streamline customer workflows.
• Identify common customer challenges and proactively suggest better solutions.
• Be the customer’s advocate at Stitch, regularly communicating needs and issues cross-departmentally to drive product development, improvements, and bug fixes.
• Cultivate customer champions, reference customers and case studies.
• Regularly analyze key account metrics and identify new growth areas.
• Exemplify an outcome/ results-oriented approach.
• Empathize with every aspect of the customer experience, putting customers’ needs first.
Requirements
• 2+ years relevant work experience.
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
• Strong interpersonal skills and experience building strong internal and external relationships.
• Proven track record of customer service in a dynamic, start-up environment.
• Diplomacy, tact, and grace under pressure when working through customer issues.
• Eager to learn, adapt and better your work; you seek out help and put it to good use.
• Data driven - highly analytical and very comfortable with large volumes of data and analysis tools
• Bachelor’s Degree.
• SaaS experience is a plus.
How to Apply
Remember, we're looking for someone who can process information and communicate it with personality. Your cover letter should make it immediately evident that you've taken time to research Stitch's product and values. It should succinctly describe, not why you're qualified for a generic success job, but why you're the best fit for this position on our team. You're in-freaking-credible, sure, but why is your brand of awesome what Stitch needs?
We're looking forward to hearing from you!