Customer Sucess Associate

Customer Success Associate

Responsibilities:

• Seller Onboarding & Training: Drive end-to-end seller onboarding, nurture potential leads, and deliver structured product training to ensure seamless adoption.
• Retention & Churn Analysis: Identify and address seller churn by analyzing uninstallation insights, engaging via preferred channels, and providing tailored retention strategies.
• Subscription Renewals & Account Management: Foster strong relationships with paid sellers to ensure subscription renewals and enhance their platform experience.
• Real-Time Engagement & Support: Monitor new installations/uninstallations via CRM, initiate timely follow-ups, and provide instant support via integrated helpdesk solutions.
• Lead Conversion: Develop a pipeline by transitioning free, trial, and expired-license users to paid subscriptions through proactive engagement.
• Multi-Channel Outreach: Connect with sellers via email, calls or preferred channels to enhance engagement and accelerate activation.
• Trial Period Optimization: Provide dedicated support during the trial to ensure successful onboarding and first-payment conversion.
• Revenue Growth: Drive Monthly Recurring Revenue (MRR), Annual Recurring Revenue (ARR), and one-time sales through strategic seller engagement.
• Proactive Lead Handling: Manage inbound queries, initiate real-time engagement with active visitors, and optimize conversion strategies.
• Upselling & Cross-Selling: Promote additional apps and managed services using case studies and consultative selling.
• Lead Monitoring & CRM Management: Track and follow up on CRM leads to enhance conversion rates and streamline the sales funnel.
• Support & Issue Resolution: Handle support tickets, minimize escalations, and collaborate with developers for real-time issue resolution.
• Product Feedback & Enhancement: Gather seller insights, log product improvement requests, and collaborate with internal teams for continuous optimization.
• Customer Satisfaction & Advocacy: Ensure exceptional seller experience through proactive engagement, issue resolution, and review generation.
• Performance & Time Management: Optimize daily productivity by effectively managing chat support, outreach, and engagement activities.

Requirements:

• 2 to 5 years of experience in customer success, account management, or business development in a SaaS or eCommerce environment.
• Strong understanding of Shopify and eCommerce website development (prior experience in Shopify development or sales is a plus).
• Excellent communication and problem-solving skills, capable of translating technical concepts for non-technical users.
• Ability to multitask and manage multiple client relationships effectively.
• Experience in creating proposals, negotiating contracts, and closing deals.
• Familiarity with CRM tools, ticketing systems, and in-app support platforms.