Found Description
About the Role
The Ecommerce Customer Success Lead plays a pivotal role in defining and implementing our Customer Success strategy.
Key Responsibilities
- Customer Experience / Operations
- Recommend and lead strategies and initiatives that optimize the customer experience and improve efficiency
- Review customer concerns, identify intelligent solutions and ensure these are promptly executed. Handle escalations, customer recovery and retention.
- Build strong relationships with and collaborate with different internal and external stakeholders
- Data Analysis
- Analyze metrics and provide critical insights to internal stakeholders
- Identify customer insights through qualitative and quantitative analysis to support existing efforts and drive new projects and initiatives
- Knowledge Base Management
- Be the subject matter expert for custom...
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