Customer Success Manager

San Mateo, CA, US

Job Description / Skills Required

Reflektion provides a Predictive Analytics Platform and easily deployable solutions for retailers and brands. We are a passionate team bringing the power of big data and machine learning technologies to our customers. At Reflektion, we hire talented individuals who are self-motivated and willing to create the next big thing.

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.

The Reflektion platform allows top internet retailers to learn about every digital visitor, respond uniquely to each individual in real time, and convert more shoppers into buyers. Reflektion provides a comprehensive set of digital commerce and marketing solutions that create true 1 to 1 shopping experiences across all devices, making it quick and easy for retailers to treat each shopper as an individual. This role focuses on relationship building and 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 and e-commerce initiatives
Maximize growth opportunities ensuring optimum adoption of full breadth of our solutions
Establish, manage and grow long-term relationships to ensure satisfaction resulting in high retention
Proactively communicate with customers, understand their needs and ensure they're getting the most out of our solutions
Proactively monitor customers' e-commerce site and provide insights on improving performance and experience matrices
Conduct regular reviews to celebrate successes and identify new growth opportunities
Serve as an advocate, functioning as a liaison between our customers and product teams
Keep customers up-to-date on new products/enhancements and articulate how they can help grow their business
Plan and execute outbound customer communications and service customers inbound requests
Actively solicit and respond to feedback from customers

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