Posted on: 
January 30, 2023

Senior Customer Success Specialist

Job Description

Onport is looking for a Senior Customer Success Specialist to help manage and drive growth opportunities with our customer base. You are expected to work closely with your portfolio of customers throughout their entire lifecycle, ensuring their satisfaction and aiming for long-lasting and sustainable relationships.

This means you will be responsible for onboarding these customers, training them, and setting expectations on our features and capabilities. Once they are live, you will be their key point of contact on inquiries about how Onport works and you will be responsible for assessing and pursuing opportunities to further grow these partnerships. All together, you will be closely monitoring them throughout their journey with Onport.

What you'll do

  • Be an internal advocate for your customer across their entire lifecycle, addressing priorities by working alongside technical support and product team to ensure customer requirements are being met in a reasonable time frame
  • Lead and coordinate the customer's onboarding journey with Onport
  • Monitor and secure customer relationship health
  • Reply to customer inquiries across different channels
  • Create and update training documents on Onport's functionalities and capabilities
  • Lead and coordinate weekly or ad-hoc calls with the customers
  • Design and implement internal initiatives impacting Success processes and frameworks
  • Drive growth opportunities and product reviews
  • Drive customer satisfaction by ensuring timely and effective support on all their requests, across all channels

Who you are

  • Previous experience in B2B customer management
  • Familiar with e-commerce platforms/dropshipping/inventory management
  • Commercial mindset
  • Data-driven approach
  • Strong communication and collaboration skills
  • Native or highly proficient in English

About Onport

We know how important it is for retailers to be efficient and this is why we built an end-to-end automation platform to manage inventory and operations from one single place. Our cloud-based technology allows marketplaces of any size to scale by letting us handle the complexity of the business so that they can focus on growing their business.

In 2022, Onport became part of the FARFETCH Group incorporating our technology into its broader offering. FARFETCH was quick to see the intrinsic value of such an innovative and all-encompassing marketplace solution as Onport.

We’re a rapidly growing team that brings together people from all over the globe taking collaboration to another new level. We encourage our people to go above & beyond and shoot for the stars, we welcome explorers, curious and disruptive people.

Work where you want - Your home, a co-working space, on the road, you name it. If you feel like moving your job stays with you. We are a remote team, but will arrange regular meet-ups.

Apply now

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