Customer Success Associate

Summary

Join JOOR, a leading digital wholesale management platform, as a Customer Success Associate! In this role, you will build strong relationships with clients, ensuring their success with our platform. You will be responsible for onboarding, training, and driving product adoption. You will also identify opportunities for upselling and cross-selling to increase revenue. The ideal candidate has 1+ years of experience in account management or a similar role, preferably within a B2B SaaS business or the fashion industry. Excellent communication and negotiation skills are essential. JOOR offers a competitive salary, benefits, and opportunities for growth.

Requirements

• 1+ years of experience managing accounts or owning a book of business required
• Excellent presentation, written, and oral communication skills
• Strong negotiation and sales skills

Responsibilities

• Develop a trusted advisor relationship with customers, ensuring all activities are closely aligned with the client’s business case and business strategy
• Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment
• Understand and assess customer requirements, level of adoption of the service, and corporate structure as it applies to JOOR rollout and adoption
• Foster a sense of urgency, professionalism and execution that establishes a new level of expected customer service performance
• Be an advocate for client feature requests and work cross-functionally with our Product, QA, and Data team to help move projects forward
• Drive increased engagement for new and existing customers
• Strategize and identify how the team can increase renewal rates and keep our churn rate near zero
• Strategically expand our revenue in accounts through cross-selling and upselling
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
• Drive new business growth through greater advocacy and reference ability

Preferred Qualifications

• Experience in a customer success or account management role within either a B2B SAAS business OR within the fashion industry, ideal candidate will have experience of both
• Experience collaborating with cross-functional teams is a plus
• Additional language skills preferred

Benefits

• Competitive base salary and performance-based variable earnings
• Access to international trade shows and market weeks to see the product in action
• Collaborate with our teams around the world
• Private Medical, Dental, & Vision coverage
• Opportunities for growth and development through various internal initiatives
• Transparency into the state of our business via quarterly all-hands meetings, showcasing the company’s performance in relation to revenue and growth