About Zowie:
Zowie brings speed and empathy to customer interactions. Our platform automates responses to repetitive questions around return policy, order status, etc. (even 70%+), and makes customer service agents 1.5x more productive, so they can then proactively turn website visitors into paying customers. We believe that buying online can and should feel like walking into your favorite local shop: personal, friendly, and easy.
What you'll do:
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Strategic Portfolio Ownership: Take ownership of Zowie’s North America portfolio
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Strategic Planning and Execution: Develop and execute strategies to achieve customers goals. This includes setting clear objectives and KPIs for your CSM team and holding them accountable for delivery.
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Identifying Upsell Opportunities: Continuously assess customer needs to identify opportunities for upselling additional products. Work closely with the sales team to capitalize on these opportunities and maximize revenue.
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Building Strong Customer Relationships: Create and maintain strong relationships with key customers, serving as their primary point of contact for strategic discussions. Understand their business needs and challenges to provide white glove service.
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Regular Customer Meetings: Host regular in person meetings with key customers to review performance, gather feedback, and identify opportunities for improvement or expansion.
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Reporting and Analysis: Track and analyze key metrics related to portfolio performance, customer satisfaction, and revenue growth. Use data-driven insights to identify trends, opportunities, and areas for improvement.
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Be an industry expert: Stay on top of industry developments, competitive landscape, and emerging trends in e-commerce and customer experience. Use this knowledge to inform strategic decision-making, anticipate customer needs, and be seen as their business advisor.
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Leadership and Mentorship: Provide leadership, guidance, and mentorship to the Customer Success team, fostering a culture of accountability, collaboration, and excellence.
Ideally, you’ll bring with you:
- 7+ years of professional experience working in Customer Success in the Saas industry.
- 3+ years of experience in managing a Customer Success team
- Experience in working within e-commerce and customer service sphere
- Exceptional verbal and written communication skills in English
- Track record of building successful customer relationships
- Data-driven, analytical approach backed by strong digital technical skills
- Operational and results-driven mindset with a high degree of ownership
We are:
• Ambitious and innovative. We never settle. We always look for better ways of doing things.
• Like a sports team. We take ownership of our work and believe in personal accountability. At the same time, we work together, support each other, and focus on winning as a team.
• Unafraid of change. The market we're in is changing rapidly and we thrive in this ever-evolving environment.
• Growing fast. You’ll have a lot of autonomy and impact as we grow.
