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ReturnLogic is on a mission to become the operating system of returns for modern ecommerce retailers. Our Software-as-a-Service platform helps retailers optimize their product returns strategy, improve the customer experience, and drive bottom line growth.
Our team is intrigued by, and inspired to hire, problem solvers who have a core “can do” attitude, a vision of “what can be, instead of what has been” and who want to build on a history of hard work, ethics, and the pursuit of excellence in every aspect of their daily work.
Customer Success at ReturnLogic is a critical part of our success and the success of our customers. Our mission is to deliver exceptional assistance to our customers with the highest level of quality in both product knowledge and communication skills, and in the process, consistently meet and exceed customer expectations.
We are looking for a CSM who is passionate about providing the best experience to customers who are scaling their businesses with ReturnLogic. This is a great opportunity for someone with a passion for customer success, has strong technical skills, and a previous background in ecommerce. We are very interested in iniduals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations and want to apply these skills to solve returns challenges for customers using our software.
How you will make a difference:
- Be passionate about customer success and establish yourself as the trusted advisor for 60+ customers.
- Devise strategies to help increase revenue for all your customers through the ReturnLogic platform.
- Onboard new clients, so they are set up for success, continually provide proactive strategic advice and guidance, respond to client questions in a timely manner, provide ReturnLogic best practices to ensure clients are achieving their business goals.
- Proactively review customer dashboards, address any open issues, and ensure consistent messaging and appropriate escalation.
- Keep customers up to date on product releases and new features.
- Contribute feedback to Product/Engineering on product improvements to enhance customer engagement.
- Work to set priorities and establish a technical health plan for open problems and resolve issues in a timely manner.
- Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies to reach their goals.
- Document troubleshooting and problem resolution steps.
- Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion.
Requirements
- 2+ years of account management experience with a track record for building and nurturing relationships.
- Experience explaining how to reach key goals using software with end users.
- A track record for creative problem solving for customers and end users.
- Experience in ecommerce operations or advising customers on returns strategy.
- Comfortable discussing account renewals, and cancellations.
- Thrives in a collaborative environment.
- Excellent organizational and project management skills.
- Excellent communication skills via phone, video conference and email.
- Curious and eager to learn.
- Able to adapt in a quickly changing environment.
- Experience with: Microsoft Office Suite, Sharepoint and PowerPoint.
- Track record managing customer relationships through HubSpot or similar CRMs.
- Experience using E-Commerce platforms a plus.
Benefits
- Half Day Fridays (through end of 2022)
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Life Insurance
- Paid Time Off (Vacation, Sick & Public Holidays)
- Paid Family Leave (birthing and non-birthing parents)
- Short-Term & Long-Term Disability
- Training & Development
- Work From Home
Salary Range:
- $65,000 to $75,000
About Us:
We’re a company led by start-up people that like solving problems and building things. The leadership team is transparent and engages every last employee in the strategy, objectives, targets — and results.
At ReturnLogic we value the unique backgrounds, experiences and perspectives each team member brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying.
