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About the Role
TalentPop is a fast-growing Customer Experience Management Agency looking to bring on new Customer Success Associates to the team! At TalentPop, we specialize in partnering with leading e-commerce companies to provide a tailored, white-glove solution for their customer experience (CX) needs. TalentPop is currently in partnership with some of the largest e-commerce SaaS providers, including Gorgias, Zendesk, Attentive, and Route. We are recognized as one of the fastest-growing agencies in the e-commerce sector, actively supporting over 650+ brands such as Core Power Yoga, Beyond Meat, and Jaxxon leverage top-tier customer service talent from around the globe to ensure a world-class customer experience. TalentPop has experienced exponential growth, and we are actively seeking growth-minded Customer Success Associates who can proactively help manage client relationships with both existing and future clients as well as collaborate cross-functionally with Team Leaders, Onboarding Specialists and with management to serve our clients and agents. This role is pivotal in elevating our clients' customer experience and ensuring we are able to overdeliver on our client expectations. As a Customer Success Associate, you will manage a portfolio of 60 low-maintenance accounts, ensuring consistent communication, reporting, and support. You will play a vital role in driving client satisfaction, identifying growth opportunities, and collaborating with internal teams to deliver exceptional results. This position combines relationship management, data-driven insights, and cross-functional collaboration to support TalentPop’s mission of empowering E-Commerce brands.
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Responsibilities
This includes but is not limited to:
- Account Management: Oversee a portfolio of 60 low-maintenance accounts, serving as the primary point of contact and ensuring all client needs are met.
- Client Engagement: Conduct regular check-in calls, quarterly connects, and proactive outreach to foster strong relationships and maintain client satisfaction.
- Reporting: Monitor account performance and address risks proactively through timely and accurate delivery of End-of-Month reports, highlighting key performance metrics and any areas of opportunity.
- Collaboration: Work closely with Team Leads and Onboarding Specialists to address client needs, agent feedback, resolve issues, and identify opportunities for account optimization.
- Growth Opportunities: Monitor account performance and identify potential opportunities including expansions, Growth Assistants, Partnerships, Gorgias Automate, etc.
- Quarterly Business Review Support: Assist in preparing and delivering Quarterly Business Reviews, ensuring clients understand their performance and value received.
- Problem Resolution: Act as the first point of contact for client inquiries, ensuring timely resolution of issues by collaborating with internal teams.
Ideal Skills
- Resourceful and enthusiastic about contributing to the development of innovative processes and solutions.
- Exceptionally reliable, with the ability to perform effectively under pressure and manage high-stress situations with composure.
- Flexible and adaptable, confident in handling escalated issues and resolving them efficiently.
- Proactive and driven, maintaining a positive attitude even in challenging circumstances.
- Outgoing and people-oriented, with outstanding interpersonal and communication skills.
- Skilled at building strong relationships and fostering collaboration across diverse teams.
Qualifications
- 1-2 years of experience in a customer-facing role (Customer Success, Account Management, or similar).
- Exceptional written and verbal communication skills, with the ability to present information clearly and confidently.
- Strong organizational and time management skills, capable of handling multiple accounts and priorities effectively.
- Experience with client data and the ability to analyze trends and identify opportunities.
- A proactive and solutions-oriented mindset with the ability to anticipate and address client concerns.
- Familiarity with E-Commerce tools or the E-Commerce industry is a plus but not required.
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