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Customer Success Associate

We are one of the fastest growing SaaS companies in the United States in 2021 and 2022. We unite the Three-Tier system in a whole new way by connecting retailers to wholesalers, distributors and suppliers, using the City Hive platform.

Job Overview:

City Hive is looking for a dedicated and proactive Customer Success Associate to join our professional team.
As a Customer Success Associate at City Hive, you will play a crucial role in ensuring the success of our customers by providing exceptional support, building relationships and driving adoption of our products/services. If you are a customer-focused individual with strong communication skills and a passion for helping customers achieve their goals, we encourage you to apply.

Responsibilities:

  • Serve as the primary point of contact for assigned customers, understanding their needs and challenges.
  • Proactively engage with customers through regular check-ins, emails, and calls to ensure satisfaction and gather feedback.
  • Monitor customer health indicators and usage patterns to identify potential risks and opportunities.
  • Address customer inquiries, issues, and requests in a timely and effective manner.
  • Collaborate with cross-functional teams, including sales, product, and support, to deliver comprehensive customer solutions.
  • Assist customers in troubleshooting and resolving technical issues, working closely with the technical support team.
  • Share best practices, tips, and recommendations to help customers achieve their desired outcomes.
  • Collect and relay customer feedback and insights to internal teams for continuous improvement.
  • Maintain accurate and up-to-date customer records and interactions in the CRM system.
 

Qualifications:

  • Bachelor’s degree in a relevant field or equivalent work experience.
  • 1-2 years of experience in a role in E-Commerce as a Customer Success,
  • Account Management, or Customer Support role.
  • Strong interpersonal and communication skills, both written and verbal.
  • Customer-centric mindset with a genuine desire to help and assist customers.
  • Problem-solving abilities and the ability to think critically and creatively.
  • Detail-oriented and organized, with the ability to manage multiple tasks.
  • Proficiency in using CRM software and customer support tools.
  • Ability to adapt to changing environments and handle challenges effectively.
  • Experience in the Beverage Alcohol industry is a plus.
 

Key Performance Indicators (KPIs) for Success:

Customer Satisfaction (CSAT) Score.
Net Promoter Score (NPS).
First Response Time and Average Resolution Time.
Customer Health Monitoring and Engagement Touchpoints.
Effective Communication and Issue Resolution.
Feedback Collection and Sharing with Internal Teams.
Personal Development and Skill Enhancement.

If you are passionate about helping customers succeed and enjoy working in a dynamic and collaborative environment, we invite you to apply for this rewarding opportunity. Join us in making a positive impact on our customers’ experiences and outcomes.
To apply, please submit your resume and a cover letter detailing your relevant experience and how you meet the qualifications outlined above.

Who are we
City Hive is the leading omni-channel digital commerce and data SaaS platform, used by millions of consumers on a daily basis and specializing in the Wine, Beer and Spirits Industry. We unite the Three-Tier system in a whole new way by connecting retailers to wholesalers, distributors and suppliers, using the City Hive platform.

We believe in an impact management approach where teams, squads and individuals are given the opportunity to make big impact contributions across the breadth and depth of the company product and business. We are serious about transforming retail, distributions and production value chain by making advanced technology accessible to businesses of any size. 

We embrace a culture of innovation, passion and a no fear mentality when it comes to tech and business. We believe in an open environment and the ability of individuals to make an impact.

Apply for Customer Success Associate