- Support the end-to-end process of handling incoming customer feedback, issues, and requests working closely with the GTM and technical team
- Collaborate with GTM team to support existing, new, and potential customers with utilising the Trustana product
- Liaise directly with Trustana customers to develop deep understanding of customers’ concerns and thoughts regarding the use of products and maintaining strong relationships with key users and decision makers; keeping them connected/updated with product enhancement
- Act as the voice of the customer and collect feedback to drive continuous improvement across all areas
- Collaborate and coordinate with GTM, Product and Build team to ensure ongoing customer success
- Support in developing a data-driven approach to achieve team KPIs oImprove customer satisfaction by collaborating with stakeholders to enhance process, productivity, efficiency and customer experience
- Assume ownership to drive any issues related to customers’ account to resolution and troubleshoot as needed
- Build and maintain a comprehensive database of referenceable customer contacts in CRM
- Bachelor’s degree in a related field
- Above 2-3 years B2B experience in an account management and/or customer success role within high-growth, technology companies. Experience in E-Commerce/Marketplace will be highly advantageous
- Experience tracking sales activities, customer data and customer status
- Strong passion for working in a start-up environment
- Experience in working in cross-functional and interdisciplinary teams including Product, Engineering, Business Development and Operations
- Empathetic, patient and a great listener
- Customer-centric, enjoy communicate and fostering positive business relationships
- Ability to multi-task across a high number of accounts at any given time.
Equal Opportunity Statement
Our company embraces diversity in all of its forms and fosters an inclusive environment for all people to do the best work of their lives with us.
We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.