Senior Customer Success Associate

Description:
• Who We Are: Max Retail is a secure, high-performance online marketplace that connects over 2,000 independent retailers to efficiently sell their excess inventory.
• As a Senior Customer Success Associate, you'll drive customer success, satisfaction, and long-term value.
• Develop and manage strategic relationships with key sellers to ensure their ongoing success on the platform.
• Deliver advanced training sessions, offering deep product knowledge and custom solutions to help sellers maximize platform features.
• Proactively monitor customer health, identify potential risks, and develop strategies to prevent churn.
• Handle complex customer concerns with empathy, professionalism, and a strong focus on problem resolution.
• Utilize CRM tools and analytics to monitor customer engagement, gather insights, and report on account performance.
• Collaborate with Sales, Marketing, and Product teams to ensure alignment and deliver the best possible outcomes for customers.
• Participate in the development of best practices and internal processes.

Requirements: • 3-5 years of experience in Customer Success or Account Management, preferably within a SaaS or e-commerce environment. • Strategic mindset with a proven ability to manage complex accounts and build long-lasting relationships with customers. • Exceptional communication skills, both written and verbal, with the ability to engage and influence at all levels of an organization. • Demonstrated ability to solve problems proactively and develop tailored solutions based on customer needs. • Highly detail-oriented, with a strong ability to manage multiple priorities and competing deadlines in a fast-paced environment. • Customer-focused with a passion for improving customer experiences and delivering value. • Strong experience with CRM systems (e.g., Salesforce, HubSpot) and customer support tools. Knowledge of data analytics and reporting is a plus. • Able to mentor and guide junior team members, sharing your experience and expertise to drive team performance and success. • Comfortable working independently, but also thrive in a collaborative team environment. • Ability to adapt to change quickly and thrive in a dynamic and evolving environment.

Benefits:

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