Director, Cs and Support

2 weeks ago

Ottawa, Ontario, Canada Trellis Full time

About Trellis:

Trellis is a dynamic, growth-focused company that leverages technology to revolutionize how brands sell through e-commerce. At Trellis, we are committed to fostering innovation, driving sustainable growth, and empowering our clients to reach new heights. We seek a dynamic Customer Success lead to join our customer success team and help fuel our growth.

Job Summary:


As the Director (Lead) of Customer Success and Support, you will be at the forefront of ensuring that our Marketplace clients achieve their business objectives through our software and managed services.

Your role will be pivotal in leading a team dedicated to providing exceptional customer service, support, and success strategies.

This position requires a deep understanding of eCommerce, particularly the Amazon marketplace, and the ability to develop and maintain strong relationships with clients.


Key Responsibilities:

  • Develop and implement customer success strategies and processes to ensure client satisfaction and retention.
  • Lead and manage the customer success and support team, fostering a culture of excellence, empathy, and continuous improvement.
  • Serve as a senior point of contact for key clients, building and maintaining strong relationships.
  • Collaborate with crossfunctional teams to align customer success initiatives with company goals.
  • Analyze customer feedback and market trends to identify opportunities for service enhancements and new feature development.
  • Oversee the management of customer accounts, ensuring clients fully leverage our software and services for maximum benefit.
  • Design and implement training programs for clients and team members on product features and best practices in the Amazon marketplace.
  • Monitor and report on customer success metrics, driving initiatives to improve customer satisfaction and loyalty.
  • Work closely with the sales and marketing teams to support customer acquisition and growth strategies.

Qualifications:

  • Proven experience in a leadership role within customer success, particularly in the software or eCommerce industry.
  • Experience with Amazon or Google ads will be a big plus.
  • Strong understanding of Amazon marketplace dynamics and challenges faced by sellers.
  • Excellent communication, interpersonal, and leadership skills.
  • Proven ability to develop and maintain customer relationships.
  • Experience with CRM systems, customer success software, and data analytics.
  • Bachelor's degree in Business, Marketing, or a related field; a Master's degree is a plus.
  • Ability to work in a fastpaced, evolving environment and adapt to changing client needs.

What We Offer:

  • A competitive salary and benefits package.
  • An opportunity to be part of a forwardthinking company.
  • A collaborative and supportive work environment.

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