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Customer Success Manager - LOS ANGELES

Who are we?

JOOR (jooraccess.com) is a VC-backed startup revolutionizing the wholesale industry. Founded in late 2010, JOOR is the largest company of its kind and is growing fast, working with 200,000 brands and retailers worldwide. JOOR  processed $15BN in transaction volume in 2016 - but we are a lean organization. By joining JOOR, you’ll have the opportunity to shape the team and change the way the wholesale industry does business.

Our Customer Success Team helps maintain high levels of satisfaction and engagement among our customer base of leading fashion brands and retailers. Their dedicated support to customers makes them key players in the exponential growth of the company. Joining the Customer Success Team means you will have the opportunity to drive businesses forward, help shape the JOOR product, and hand develop trusted relationships with our clients!

Why work for us?

Who are you?

  • You have a strong sense of empathy for customers AND passion for revenue growth
  • You have experience analyzing data trends to identify customer growth opportunities and churn signs
  • You have excellent organizational, client relationship, project management, and time management skills
  • You have an ability to educate customers about complex ideas in an elegant, meaningful way for the benefit of internal teams and client discussion
  • You have a desire to work in a dynamic startup where your input is desired to help shape our offerings and how we interact with clients

What will you do?

  • You will develop a trusted advisor relationship with customers such that all activities are closely aligned with the client’s business case and business strategy
  • You will 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
  • You will understand and assess customer requirements, level of adoption of the service and corporate structure as it applies to JOOR roll out and adoption
  • You will foster a sense of urgency, professionalism and execution that establishes a new level of expected customer service performance
  • You will be an advocate for client feature requests and work cross functionally with our Product, QA and Data team to help move projects forward
  • You will drive increased engagement for new and existing customers
  • You will strategize and identify how the team can increase renewal rates and keep our churn rate near zero
  • You will strategically expand our revenue in accounts through cross-sell and up-sell
  • You will influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • You will drive new business growth through greater advocacy and referenceability

What skills do you have?

  • Bachelor’s degree
  • 3-5 years of relevant work experience in SaaS account management or strategy consulting preferred
  • Strong proficiency in Microsoft Excel
  • Excellent presentation, written, and oral communication skills
  • Strong negotiation and sales skills
  • Experience leading cross functional teams a plus

Perks:

  • Team morning workouts
  • Occasional donuts & coffee
  • The latest entrepreneurial podcast streamed
  • Well-curated music playlists during the workday 
  • Collaborative environment fostering open discussions on product needs
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