Customer Success Partner

hace 5 horas

Ituzaingó Buenos Aires Province, Argentina Shalion A tiempo completo

About The Job
Shalion is a data-driven company working for world-class manufacturers and brands worldwide. With its Digital Shelf Optimization and Retail Media solutions, Shalion provides innovative tools that facilitate e-commerce monitoring.

We, at Shalion, enable brands to make smarter business decisions in eCommerce, based on actionable data and insights providing information on online product prices, availability, share of search, etc. in more than 800 e-retailers and 50 different countries. Our client portfolio includes industry giants such as Heineken, Lego, Danone, Nestlé.

We are leaders in scraping, analyzing, and applying proprietary artificial intelligence to provide relevant data and monitoring tools to make the most of the data.

The role
We are seeking a proactive and customer-focused associate to join our team. As a Customer Success Partner, you will play a key role in ensuring that our customers achieve the desired results when using our products/services. You will be responsible for communicating with customers, resolving their queries, providing exceptional support, and improving satisfaction.

As a
Senior
Customer Success Partner
at Shalion, your responsibilities include:

Main areas of responsibility:

  • Customer Support: Respond to customer inquiries providing prompt and accurate information.
  • Report Creation: Assist in creating reports that review key KPIs of client data. Analyze this data to identify trends and provide actionable insights to improve customer success strategies.
  • Issue Resolution: Troubleshoot and resolve customer issues, escalating complex problems to the appropriate team members when necessary.
  • Documentation: Maintain and update customer records, ensuring all interactions are accurately documented.

Secondary areas of responsibility:

  • Resource Creation: Assist in creating and maintaining customer support materials, including FAQs and help guides.
  • Training Assistance: Support the Customer Success team in customer training sessions.
  • Feedback Collection: Collect and analyze customer feedback to identify areas for improvement and communicate this feedback to relevant teams.
  • Performance Metrics: Monitor and report on customer support metrics, such as response time, resolution time, and customer satisfaction.

What does the ideal candidate look like?

  • Communication and Customer relationship: interacts with internal teams, shares information with colleagues and customers appropriately and promptly, and supports customer interactions.
  • Problem Solving & Proactiveness: provides ideas to solve problems and shares own views and opinions on how to solve a problem and shares best practices.
  • Project Execution & Quality of delivery: provides others with clear, concise, accurate, and timely information, plans for and achieves results, acts with a sense of urgency and pace and ensures all work is checked for quality and accuracy before submission

Adaptability & Flexibility
: manages multiple projects, uses resources, or asks for resources where needed.

Skills you'll need to bring:

  • Portugues fluency is mandatory, essential for client communication.
  • English Fluency: Minimum B2 level
  • CRM Experience: Preferred.
  • Education: Bachelor's in Business, Marketing, or Master's in CX Management.

What we offer you:

  • Talented, diverse, and very friendly work environment;
  • To be part of a high-performing team in a fast-paced, innovative environment;
  • Hybrid work
  • A challenging project, where you can have great contributions and impact
  • International environment with more than 10 nationalities
  • Location: Argentina or Barcelona

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