Customer Success Associate

Job description

CUSTOMER SUCCESS ASSOCIATE
 

In order to support the exponential growth ahead of us we are looking to add a Customer Success Associate to our Madrid office, working in our Headquarters as we grow internationally. The new team member will be instrumental in scaling Nextail’s operations as we build the next generation retail inventory optimization software, backed by leading venture capital firms.


The Customer Success Associate is an individual contributor and will play a pivotal role in ensuring our customers have the best possible experience with our technology. Part of our growing client success organization, you will depend of the VP Customer success and will focus on education, account management support and voice of the customer program.

In particular, the role entails:

Education (60%):

  • Build, maintain and improve our educational programs from onboarding to business as usual to increase adoption and help clients become independent.

  • Develop training materials and processes as needed to make it easier for clients to self serve.

  • Monitor customer use cases upon implementation and on an ongoing basis, providing guidance as to how to fully leverage Nextail.

  • Master education and communication online tools  ( knowledge base, in app tutorials, and others that will come)

Account management support (30%):

  • Support account management by generating documents and deliverables required for client facing meetings..  

  • Analyze data across entire customer base to determine key factors that contribute to customers’ success and build processes to support those behaviors.

  • Review customer usage and work along client operations and success teams to develop plans to improve engagement.

Voice of the customer (10%):

  • Track user feedback in a systematic manner, so it is easily searchable, digestible and appropriately shared with relevant internal stakeholders.

Requirements

Requirements

  • Bachelor’s degree in Business Administration, Economics, Engineering, Political science or similar

  • Bilingual in English and Spanish; other languages Russian, Italian or Portuguese would be a plus.

  • +4 years of management consulting, customer success, account management or similar in a fast-paced environment, being desirable to have a background in retail and SaaS software.

  • A desire to own and manage multiple projects simultaneously from start to end

  • Strong organisational skills and attention to detail

  • Experience building relationships with internal and external clients

  • Analytical and great problem-solving skills

  • Cultural awareness and appreciation for diversity