Customer Success Manager

Customer Success Manager

The CompanyFashion Snoops (FS) is an innovative technology-based trend forecasting service and consulting agency that inspires clients to create with confidence. For over 18 years the company’s team of 50 experts and 100 international analysts helps Fortune 500 brands and companies identify and act on the trends and cultural movements.

The Role:

This is a combined support and sales role focusing on strategic growth of FS's clients, ensuring that they have a positive experience throughout their entire subscription period and see continued value.  Objectives include developing strong partnerships, strategic growth initiatives, handling client’s inbound calls, emails and chat; training clients in using their FS memberships, assisting them with site navigation, identifying their information needs and resolving client issues on a case by case basis. The role of the Client Service Associate is to help maximize FS clients’ and end-users’ experience through the flawless execution of timely client support.

Responsibilities include…

  • Build relationships with clients and upsell existing customers on consulting services.
  • Effectively communicate new features and benefits of FS to clients using the method best suited to each client.
  • Work closely with cross functional departmental teams to identify improvements to processes and tasks that improve client services ability to provide quality client support.
  • Work with internal account teams to identify subscription upgrade opportunities.
  • Analyze client usage reports and account history to identify new strategies for increasing usage and building/maintaining
  • Onboarding new clients
  • Handle in-bound calls, emails and chat inquiries from FS users on a timely and satisfactory resolution basis.
  • Train clients on how and why to use FS by leading online sessions or in person depending on the needs of the client.
  • Effectively communicate new features and benefits of FS to clients using the method best suited to each client.
  • Resolve client issues on a case by case basis and proactively follow up with clients to ensure clients are satisfied.
  • Accurately record details and structure reports on client history and interactions in Salesforce.com 
  • Prepare and report client status information to designated parties on a weekly basis.
  • Gather and effectively communicate client feedback, suggestions and ideas to appropriate internal constituents.
  • Provide proactive outreach to clients as applicable.
  • Gain a clear understanding of customers' businesses and requirements
  • Attending team meetings and sharing best practice with colleagues.

Requirements:

  • You are a seller!
  • You’ve got a bunch of energy, are comfortable on the phone, can self-manage your day, think on your feet, problem solve…you know, all the boxes checked on Client Service checklist.
  • 1 year or more of client facing support in a B2B environment in retail / fashion / beauty /Consumer Products / agency /creative related industries.
  • Fluency in Salesforce – you don’t just use it – you can’t imagine doing your job without it.
  • Effectively manages time and activities on a daily basis.
  • Strong communication and presentation skills
  • Understanding of solution selling
  • Able to multi-task & manage shifting priorities
  • BS/BA or equivalent

Critical Skills

  • Computer fluency
  • Strong communicator
  • Strategic and proactive thinker
  • Not limited by the “job description”

Preferred Experience

  • Selling or servicing the fashion and/or retail sector
  • Retail, Branding or Fashion merchandising

Perks 

  • Summer Fridays 
  • Monthly transportation allowance (MTA/Metro card/Ect. up to $121.00)
  • Flexible WFH environment

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