Customer Success Manager, Insights & Analytics

WHO ARE WE?

Profasee is an AI-driven dynamic pricing software disrupting e-commerce by using data and technology to help brands deliver the best pricing to their customers no matter what. The company is founded and backed by a team of successful entrepreneurs with several successful exits, looking to make this their next.

Profasee’s dynamic pricing platform enables Amazon brands to predict the perfect price for every product at each precise moment. Amazon shoppers leave behind billions of clues about their behaviors, preferences, and searches. Profasee’s AI analyzes these data points in real-time, combining machine learning, statistical science, and behavioral economics to pinpoint the optimal price.

WHO WE ARE LOOKING FOR

As a Customer Success manager, you will be responsible for launching Profasee solutions successfully, and continually driving business value from Profasee.

Customer Success directly interfaces with Profasee’s customers to understand their business needs and challenges, and then coaches them on the best ways to address them using Profasee’s solutions.

This role requires understanding the customers business, and orchestrating monthly business reviews, and walkthroughs of the results we have delivered to our clients. You’ll be helping them identify areas where existing customers could improve their use of Profasee or uncovering new uses for Profasee products amongst their customer portfolio (hint: upsells and cross-sells).

Customer Success serves as the trusted point of contact for Profasee portfolio of strategic key accounts, beginning from the point of sale and extending through on-boarding, project success, and renewals.

You

• A Degree in Economics, Applied Science, Business Administration or other related field
• Are a champion with analysis and know your way around profit analysis
• Can collaborate with the Data Science team, Technology team, Sales and Support team to ensure success with each client.
• You have a rich understanding of profit and loss statements, can present results and hold down the conversation with other CEOS and founders.
• Have relevant work experience in a customer-facing customer success or consulting role, ideally in a SaaS, and or e-commerce + SAAS
• 2+ years of job experience
• Are a native English speaker
• Have strong experience with Excel and Powerpoint

Bonus if you:

• Are experienced with eCommerce and / or SAAS
• Are a thorough and skilled communicator who loves working with companies to bring out the best in each business
• Understand P&L statements, data analysis and data analytics
• Understand or are excited to learn about the AI movement
• Have a proficiency in Excel, Postman

Key Responsibilities

• Mapping customer success journeys to spot and remove friction
• Understand clients’ technical needs and identify opportunities to provide technical solutions
• Handle various client interactions, including assisting clients with technical product features via Zoom meetings, email, and other means
• Maintain and organize up-to-date shared files for clients
• Present performance results to clients
• Create reports for the data science team and stakeholders on account status and product performance
• Provide technical support to customers
• Collaborate with the Data Science, Technology, Support, and Sales teams
• Ensure that all technical account information is up-to-date and accurate
• Building playbooks
• Educating customers and building relationships by providing consistent value and fostering loyalty
• Driving account expansion (up-selling/cross-selling) and growing lifetime value
• Creating an efficient and effective onboarding process
• Track account metrics
• Collaborate with sales and data science team to identify growth and improvement opportunities for the software
• Ensure all account deliverables are done within customers’ requirements
• Managing churn and increasing customer retention
• Monitoring product performance through analytics and conducting reports for MBRs/QBRs

We are looking for a highly organized and detail-oriented individual with excellent communication and interpersonal skills. The ideal candidate will be able to work collaboratively with our sales and data science team to provide exceptional service to our clients.

If you are passionate about technology and data analysis, and have a proven track record of success in account management role, we encourage you to apply.