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Customer Success Manager - Retail



Customer Service, Sales & Business Development
Austin, TX, USA
Posted on Saturday, June 15, 2024

Customer Success Manager - Retail

About Reflex

Reflex is changing the way that 15-million Americans work in retail. We’re building a platform that matches leading apparel brands with the top tier of retail talent, on-demand.

About This Role

Reflex is seeking a highly motivated individual who can help our retailers get the most value from our platform. We need go-getters who are excited to help retailers adopt a new way to work in retail.

The ideal candidate has experience onboarding and supporting customers in a fast-paced, tech environment and/or supporting multiple retail store locations. You love talking with customers to understand their issues, partnering to develop solutions that meet their needs, and to motivate them to fully implement Reflex into their staffing plans. You are eager to own customer adoption goals and will serve as the "Voice of Reflex" for our existing retailers. You will field inbound customer requests and think critically to solve problems, drive satisfaction, and ensure successful customer onboardings. Your contribution will have an immediate impact on the success of the company. We have a positive work environment that offers professional growth which allows our Customer Success team to progress into new roles within the company. This is a great opportunity to be a part of a growing company building the best way to work in retail.

This position will report to the Commercial Lead.

What You Will Do:

  • Conduct onboardings and train new retailers on how to best leverage the on-demand Reflex workforce

  • Ensure a timely process from onboarding to first flex

  • Provide ongoing responses in a very timely manner to inbound support requests

  • Ability to cultivate strong client relationships and effectively communicate Reflex's value of increasing store profitability with flexible staffing

  • Maintain an organized pipeline and activity records using a CRM tool such as Hubspot

  • Expedite issues as appropriate and follow up to ensure resolution

  • Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate issues

  • Understand retailers' concerns and feedback, determine the cause of their problems, and think critically to identify the best solutions

  • Categorize and assess churn to identify patterns, propose solutions, and reinforce retention

  • Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency

What You Should Have:

  • 3-4 years as a customer success manager, a plus if this is in a marketplace business

  • A passion for reinventing retail - a plus if you’ve worked in retail

  • Experience with CRM and workflow tools

  • Detail-oriented, commitment to quality work products, and well organized

  • Strong analytical and problem-solving skills

  • Ability to work independently and multi-task

  • Have the ability to communicate clearly and concisely while also being empathetic, accurate, compassionate, resourceful, and conscientious

  • Possess a strong sense of urgency and an ability to analyze and solve problems

  • Have a positive, team-focused attitude

  • Be passionate about positive customer service experiences and outcomes

  • Demonstrate sound judgment and decision-making

  • Accept accountability and take pride in your work

  • Coachable and open to constant and consistent feedback

What We’re Offering:

  • Variable compensation structure

  • Equity grant commensurate with your role as one of the first 30 employees at a fast-growing, early-stage venture backed company

  • Full health benefits and flexible vacation policy

  • Hybrid team in the heart of downtown Austin

  • Discounts at your favorite brands

Feel like you don’t check all of the boxes? Still apply!

Located in Austin, TX

Our customers and users come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds. If you share our values and our enthusiasm to improve retail, you'll find a home here at Reflex. Reflex is proud to value diversity at our company. All qualified applicants will receive consideration for employment.