Shalion is a data-driven company working for world-class manufacturers and brands worldwide. With its Digital Shelf Optimization and Retail Media solutions, Shalion provides innovative tools that facilitate e-commerce monitoring.
We, at Shalion, enable brands to make smarter business decisions in eCommerce, based on actionable data and insights providing information on online product prices, availability, share of search, etc. in more than 800 e-retailers and 50 different countries. Our client portfolio includes industry giants such as Heineken, Lego, Danone, Nestlé.
The role
We are seeking a proactive and customer-focused associate to join our team. As a Customer Success Partner, you will play a key role in ensuring that our customers achieve the desired results when using our products/services. You will be responsible for communicating with customers, resolving their queries, providing exceptional support, and improving satisfaction.
As a Senior Customer Success Partnerat Shalion, your responsibilities include:
Main areas of responsibility:
- Customer Support:
Respond to customer inquiries providing prompt and accurate information.
- Report Creation: Assist in creating reports that review key KPIs of client data. Analyze this data to identify trends and provide actionable insights to improve customer success strategies.
- Issue Resolution: Troubleshoot and resolve customer issues, escalating complex problems to the appropriate team members when necessary.
- Documentation: Maintain and update customer records, ensuring all interactions are accurately documented.
Secondary areas of responsibility:
- Resource Creation: Assist in creating and maintaining customer support materials, including FAQs and help guides.
- Training Assistance: Support the Customer Success team in customer training sessions.
- Feedback Collection: Collect and analyze customer feedback to identify areas for improvement and communicate this feedback to relevant teams.
- Perfo