Customer Success Associate

7 days ago

Cranberry, United States True Commerce Full time

Are you ready to unlock your true potential? Join a growing and global company where you can be part of a team that fuels supply chain solutions. Discover how you can make a big impact.

Nexternal, a TrueCommerce company, is a B2B, B2C ECommerce platform that support webstores. We are seeking customer-centric talent for our Customer Success Associate role to focus on retention and engagement of our customers. The Customer Success Associate regularly engages with clients to understand their business priorities, educate, quarterback issues and problems, and identify actions that drive high value and client retention.

The Customer Success Associate has high initiative, fosters teamwork, is calm under pressure and has the aptitude to work in a high-volume environment. Successful Customer Success Associates are customer advocates who enjoy helping people, have excellent time management and prioritization skills, and are natural problem solvers. This person should be very technically minded; able to pick-up and learn new Nexternal solutions, and foster solution adoption.

This role is a remote opportunity but must be able to work EST hours.

As a Customer Success Associate, you will:

  • Provide Support for Ecommerce Applications
    • Serve as part of a team of CSMs which serve as the internal voice of the customer and advocate for your client's needs (services, support, product management, executive alignment)
    • Ability to gain an in-depth knowledge of our solution and how customers utilize our applications/solutions—resource should thoroughly understand how the product and tools integrate with various platforms.
    • Establish a trusted/strategic advisor relationship with customers and drive continued value of our products and services.
    • Work cross-functionally with companion teams to drive outcomes to customer issues and support the escalated support process.
    • Hold calls/video-conferences and create other touchpoints with customers to provide status updates and on key issues, review and triage existing concerns/bugs, discuss scope enhancements, and/or provide product/tool training.
    • Assist with continuous refinement of the escalated support process.
  • Champion Growth for Products/Services
    • Provide training to customers on Nexternal products as needed to drive customer success and improve customer adoption.
    • Provide actionable feedback to product teams for feature requests, product enhancements and bug resolutions.
    • Interact with customers through portal, email, phone/video conference, and/or social media to provide on-going leadership and knowledge surrounding Nexternal solution and guidance with customer business challenges or opportunities related to the Nexternal solutions.
Requirements for Success:
  • 1+ years experience working in high volume, customer facing environment with ability to multi-task and adjust to priorities on-the-fly.
  • Strong proficiency with MS Windows Operating Systems, Office, etc.
  • Experience with e-commerce, B2B commerce, or electronic data interchange (EDI) is a desired.
  • Ability to learn and grasp technical concepts and thoroughly master technical applications required.
  • Experience working with a customer queue is required.
  • Strong analytical, troubleshooting, and problem solving skills in order to work through errors and customer requests.
  • Must have excellent customer handling and relationship-building skills.
  • Strong presentation skills including ability to present to customers during account reviews, trainings, and webinars.
  • Strong written and verbal communication skills, including ability to create content for presentations, training and/or webinars.
  • Knowledge of NetSuite is desired.
  • Strong team player but still a self-starter
  • Passionate about customer success and satisfaction, with prior experience in customer success or equivalent history of increasing customer satisfaction, adoption, and retention.


www.truecommerce.com/careers

Who is TrueCommerce?

TrueCommerce is a high-performing global supply chain network that provides fully integrated, end-to-end supply chain visibility and management. We’ve empowered some of the biggest brands in the world to improve their supply chain performance: Schneider Electric, DanoneWave, Siemen’s, Ocean Spray, and many more.

For additional information, visit our website.

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