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Customer Success Manager at Reflektion
Chicago, IL, US

The Customer Success Manager is a critical customer-facing role which provides support, guidance, growth opportunities, and account oversight to our customers. As a customer advocate, the Customer Success Manager is the primary point of contact responsible for delivering a superior customer experience. This role focuses on relationship building based on customer journey mapping and in turn perform proactive account management activities, promoting customer satisfaction and product adoption, resulting in a referenceable customer.

The Customer Success Manager will:

- Act as a trusted advisor and develop deep knowledge of customers’ business goals, eCommerce initiatives, and pain points

- Identify growth opportunities and integrations with Reflektion software to drive increased business value and ensure optimum adoption of full breadth of our solutions

- Establish, manage and grow long-term relationships to ensure satisfaction resulting in high retention and renewals

- Conduct regular reviews and proactively monitor customers’ eCommerce site

- Regularly provide analytics and insights on improving performance and experience metrics

- Serve as an advocate, functioning as a liaison between our customers and Eng/Product teams

- Provide education/training on Reflektion’s merchandising console to customers and also provide latest product updates

- Plan and execute outbound customer communications and service customers inbound requests

- Actively drive customer references and case studies

 

Requirements:

We are looking for a professional who is proven and passionate self-starter with:

- Strong experience providing customer-facing account management for a SaaS company

- Capable of communicating, building and maintaining strong relationships at all organizational levels

- Ability to manage multiple customers and projects with varying degrees of priorities

- Solid understanding of eCommerce merchandising and promotional practices

- Knowledge of the eCommerce market and/or experience with online brands and retailers

- Knowledge of consumer analysis, predictive analytics or business intelligence solutions a strong plus

- At least two years of eCommerce reporting experience using Google Analytics, Omniture, Coremetrics

- Exposure to Salesforce and/or other CRM tools is a plus

- Basic understanding of customer integrations with APIs

- Knowledge of web development technologies, specifically CSS, HTML, Javascript would be a plus

- Experience using support tools such as JIRA, Zendesk, and Basecamp

- Strong project management and time management skills

- Excellent verbal and written communication skills

- Strong work ethic and ability to work in a fast paced environment