Customer Success Expert

3 weeks ago

Vancouver, Canada DFO Global Performance Commerce Limited Full time

**GPC **is on a mission to deliver superior eCommerce software and we need people that love:

- Software
- Technology
- eCommerce

**SUMMARY**:
**GPC** has an immediate opening for a **Customer Success Expert** to support the onboarding and ongoing relationships of its ecommerce customers.

As a **Customer Success Expert**, you will play a critical role in our partners & clients retention and growth. This involves working in both strategic and technical areas of digital marketing. You will be building and nourishing customer relationships to ensure that our customers achieve performance goals and ensure they have a great experience using our products & technology. This involves but not limited to onboarding, managing & retaining client offers and sale funnels. We work with the latest industry tools and we'll help you grow to be an expert enough to provide support to our clients.

In order to succeed in this role requires a comprehensive understanding of digital marketing, ecommerce sales, customer needs and having technical knowledge of industry standard platforms/tools. You possess an analytical and quick mind, teamwork abilities, professional client focused approach and sales ability.

**YOUR RESPONSIBILITIES**:

- Build and maintain strong relationships with customers to understand their needs, goals, and challenges
- Sell clients on the various services and software solutions GPC has available
- Fully understanding the relevant software, ensuring the customer is ready to be successful and ensuring that campaigns are alive and functioning
- Communicating technical and performance requirements to our various teams and clients
- Acting as a primary point of contact with ad operations issues, including campaign setups, troubleshooting traffic sources such as Facebook, Instagram, Google Ads, Outbrain, Criteo and more
- Identify and communicate with sales staff upsells and cross sells of the suite of software
- Train and educate customers on the use of the software when required
- Stay up-to-date with latest features of systems and platforms and identify all resources customers need to learn and use the software
- Providing technical and troubleshooting support to customers, addressing any issues or concerns they may have, and working with other departments to resolve any technical issues
- Analyzing customer data and feedback to identify trends and areas for improvement, generate reports and perform comparison checks
- Working with other departments to implement changes and improvements to the product or service
- Following up on all software renewals and ensuring they actively renew and monitor usage metrics, and addressing any issues or concerns they may have
- Document all customer feedback and provide best in class customer experience

**YOUR SKILLS**:

- 2+ year in providing customer support to SAAS customers or experience in ad operations
- Experience working with ecommerce software, CRMs, customer support and other client/ecommerce management systems
- Knowledge of Google Ads or Facebook Ads, or similar ad platforms
- Enjoy a high-growth environment and able to grasp new concepts quickly
- The ability to provide excellent customer service, build rapport with customers, and handle difficult customer interactions
- Excellent communication skills, including the ability to clearly communicate technical information and work effectively with customers and cross-functional teams
- The ability to identify customer challenges and develop solutions to meet their needs, including creative problem-solving and troubleshooting
- The ability to understand and empathize with customers, and to provide personalized support based on their unique needs
- Well organized, active team player, self-starter, who can quickly adjust priorities
- Technical aptitude and ability to learn new software and new technical skills quickly
- The ability to analyze customer data and feedback to identify trends and areas for improvement, and to develop data-driven solutions to meet customer needs
- The ability to identify upsell and cross-sell opportunities and to work closely with the sales team to maximize revenue from existing customers
- The ability to think strategically about customer needs and to develop long-term strategies to drive customer success

**NICE TO HAVE**:

- Knowledge and understanding of HTML, CSS and JavaScript
- Experience working with Web APIs or Python
- Sales experience
- Ad operations experience using tracking platforms

**GPC CULTURE**:

- Exciting and diverse team, all around the world
- Value given to ideas and opinions
- Friendly coworkers
- Valuers of innovation

**HOW TO APPLY**:

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