SALESFLOOR INC.
JOB DESCRIPTION
Role:
Customer Success Manager
Location:
Remote – Montreal Area
Company:
Salesfloor is an award-winning virtual selling platform that combines clienteling, virtual selling and mobile point of sale tools. Store associates use Salesfloor to deliver personalized and convenient experiences for customers on any channel through live chat, video calling, e-mail, SMS and more.
Today, 50,000 product experts from stores around the world have driven more than $2 billion in sales (USD) using Salesfloor. Salesfloor is redefining the role of today’s associate to drive sales and differentiate the customer experience.
Founded in 2013 in Montreal, Canada, Salesfloor is a profitable company on a mission to unlock the power of today’s omnichannel sales associate by connecting them with shoppers online and in-store. Our team of “Salesfloorians” believe that associates are product experts, trusted advisors and social influencers for customers in their local communities. In today’s omnichannel world, retail chains have a unique opportunity to leverage their biggest competitive asset: their people.
Overview:
We are looking for a full-time permanent Customer Success Manager to own the Salesfloor experience. This is a fast-paced role where you’ll get hands-on experience working with some of the largest retail brands in the world.
What you will be doing:
- Supporting Salesfloor’s user base (end-users & retailer program managers) by phone, email, proactive content creation, and chat (80%).
- Analyzing weekly and ad-hoc reporting to support account managers & the Retail Services team (20%). This is a fast-paced role where you’ll get hands-on experience working with some of the largest retail brands in the world.
Responsibilities – Salesfloor Support (80%)
- Learning the full breadth of existing and upcoming features within the Salesfloor Program to become a go-to product expert.
- Always happy to help, you’ll handle any questions and issues that our users might have: Technical issues, account information, marketing, sales are just some of the examples of the types of questions you will get.
- Provide End-user support: You are the first line of support. With the help of the Salesfloor team, it is your responsibility to help Salesfloor users and solve problems.
- Know your numbers and own the process. You will provide the internal team and external client stakeholders with important data, analytics, and key performance indicators.
- Support content and materials: working with both users and the Retail Services team, you create and publish support content on Salesfloor’s Support Center (both written & video)
Responsibilities – Reporting and Analytics (20%):
- Producing accurate weekly reporting on individual retailer performance metrics to support account managers
- Analyzing data trends and drawing actionable conclusions
- Complete ad hoc reporting requests from the retail services team and clients
You have Skills:
- Sense of humor, have a strong desire to learn, and are a great communicator
- Passionate about technology, customer success, and data analytics.
- Detail-oriented, driven, and curious.
- Proactive and own issues from beginning to end.
- Resourceful and really enjoy problem-solving.
- 1+ years of experience in B2B or B2C customer service environments, preferably in a solution-sales / IT environment
- Bachelor’s degree in Commerce or Marketing, or an equivalent degree and/or experience
- Bilingual: English and French, both spoken and written
- Experience with customer service software is an asset (i.e. Zendesk, JIRA,
Perks:
- Sane working hours (with flexible scheduling).
- The team is small and agile, so you will have a direct impact on the product, but big enough that you are never alone.
- While our office in Montreal is available to everyone, a flexible work from home program is currently the norm.
- Health care and dental coverage for all full time employees (Blue Cross)
- National telemedicine service, paid for by the company for full time employees enrolled in benefits programs.
- Generous compensation and stock options.
- Everyone at Salesfloor is agile, engaged and ready to contribute to impact the growth of our business.
- Seasoned employees, new hires and founders all work together and help each other every day.
- Founders and leadership team have a proven track record for successful start-ups and previous exits.