Customer Success Representative

At Retina, we enable businesses to tell data stories about their customers. We use data science to predict future buying behavior of consumers and recommend actions that businesses can take around those predictions. Our founding team has led data science teams at Facebook and Paypal, built and sold companies, and built the core tech behind several startups. We are venture-funded and looking for the next few passionate team members who want the opportunity to transform the world. Apply here.

Overview:

We are hiring a Customer Success Representative to help our customers achieve their goals with customer lifetime value. The CSR will be tasked with deeply understanding each of Retina’s four products, guiding Retina’s customers through the onboarding process, and collecting customer data to support robust case studies. In addition, the CSR will maintain timely communication with customers across a variety of communication channels (email, Slack, etc.) and gather valuable product feedback. To excel in this role, the CSR must be extremely organized and conscientious, remain calm when customers are frustrated, and care deeply about delivering an excellent customer experience.

Responsibilities:

  • Learn the ins and outs of all our products in order to appropriately advise our customers
  • Keep diligent records of customer interactions, transactions, comments, and complaints
  • Onboard each new customer so they are set up for success
  • Assist with creating FAQ documents, support videos, and any other client-facing presentations
  • Identify potential new product features and possible avenues for upsell
  • Provide feedback on the efficiency of the customer service process and update documentation as products change over time
  • Ensure customer satisfaction and provide professional customer support
  • Maintain a positive and empathetic attitude toward customers at all times
  • Acknowledge and respond promptly to customer questions and concerns via Slack or email

Qualifications:

Required qualifications:
  • BA/BS
  • Superb communication and organizational skills
  • Advanced Google slides skills
  • Ability to multitask, prioritize, and manage time effectively
  • A team player
Preferred qualifications:
  • Previous customer support experience
  • Familiarity with CRM systems and best practices
  • Goes the extra mile to engage with and advocate for customers
  • Interest in the marketing technology space and/or startups
Apply here.