Customer Success Specialist

About Trellis

Trellis is a B2B SaaS company that provides an AI-powered software platform for eCommerce merchants to generate more demand for their products. We use the latest advancements in artificial intelligence and automation to drive profitable sales for our clients. Our software platform currently supports marketplaces like Amazon and Google Shopping.

As a Customer Success Specialist you will be responsible for leveraging data-driven insights to optimize client success across e-commerce advertising platforms, specifically Amazon Ads. You will collaborate closely with clients, customer success teams, and product stakeholders to provide actionable analytics and strategies that improve customer satisfaction, performance, and ROI. Your role will bridge the gap between data analysis and customer success, helping clients achieve their business objectives while ensuring they fully understand and utilize the available tools and strategies.

Key Responsibilities:

• Brand Performance Analysis: Regularly analyze client data, including campaign performance across platforms like Amazon and Walmart, to identify trends, insights, and opportunities for optimization.
• Strategic Recommendations: Develop data-driven strategies and actionable insights for clients, advising them on how to enhance campaign performance and meet business goals through effective use of advertising tools, particularly Amazon Ads.
• Cross-Channel Insights: Use your expertise in e-commerce and digital marketing to understand how performance in Amazon Ads impacts results across other channels. Provide clients with holistic, cross-channel performance analysis and recommendations.
• Communication & Reporting: Ensure clear and proactive communication with clients regarding their data insights, campaign performance, and growth opportunities. Prepare and deliver regular performance reports, including weekly recaps and customized insights based on client needs.
• Client Success & Support: Partner with client-facing teams to understand client business objectives, ensuring that data analysis aligns with these goals and drives customer satisfaction throughout onboarding, engagement, and renewals.
• Product Insights & Feedback: Serve as the voice of the customer in internal discussions related to product and technology improvements, using data to highlight customer pain points, feature gaps, and opportunities to enhance the user experience.
• Stay Informed on Industry Trends: Keep abreast of the latest trends and features in e-commerce advertising, particularly Amazon Ads, and apply this knowledge to improve customer strategies and performance.
• Data Governance & Reporting: Ensure the accuracy, consistency, and security of all customer-related data, and collaborate with internal teams to manage and streamline data administration and reporting processes.

Desired Skills & Qualifications:

• Proven experience in data analysis, preferably within the e-commerce or digital marketing industries.
• Strong proficiency in analytics tools like Excel, SQL, etc. is an asset.
• Familiarity with Amazon Ads and Walmart Ads is a plus.
• Excellent communication skills, with the ability to translate complex data insights into actionable recommendations for clients.
• Experience working in a customer-facing role, particularly in a customer success or account management capacity.
• Strong problem-solving skills and the ability to think strategically about client needs and performance optimization.
• Attention to detail, with a focus on accuracy and data integrity.

Why Join Us? As a Customer Success Specialist, you'll be at the intersection of data and customer success, empowering clients with the insights they need to succeed in a competitive e-commerce landscape. You'll work with cutting-edge tools and collaborate with a dynamic, customer-centric team. We're looking for someone passionate about data, customer success, and e-commerce innovation to help drive results and continuous improvement for our clients.

Benefits of Working at Trellis

• Opportunity to join a rapidly growing technology start-up based in Canada

• Competitive stock option plan

• Comprehensive healthcare benefits

• Flexible work hours and remote work opportunities

• Reimbursed health and wellness expenses

• Annual holiday shutdowns