DFO Global Performance Commerce Limited Looking for Customer Success Expert at Vancouver, BC 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.

This is a role that requires:

• an analytical and quick mind,
• teamwork abilities,
• Professional client focused approach,
• Sales ability

The ideal candidate demonstrates and embodies a passion for marketing, e-commerce, and learning. If you want to work with the best people, learn from the best, and be the best – we would love to hear from you.

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
• Respond to all customer enquiries in a timely and professional manner via email, phone and SMS
• 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
• Familiarity with ecommerce software including CRM, customer support and other ecommerce management systems
• 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, strong organizational skills and the ability to manage multiple customer accounts and projects simultaneously
• A strong understanding of the software or product being supported, as well as the ability to learn 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 Python and Web APIs
• 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:

Please apply with your cover letter, resume, and your portfolio if you have one.

Apply Now! If you love eCommerce join our mission!