Senior Client Success Partner
hace 3 semanas
About Bigblue
As Amazon continues to invest heavily in its e-commerce infrastructure, independent brands are struggling to match the level of trust and customer experience they offer. They're faced with a difficult decision: join Amazon or risk losing customers daily. Bigblue empowers independent brands to fight back, partnering with companies like Stripe and Shopify to arm the direct-to-consumer movement.
Shopify powers their online stores, Stripe simplifies payments, and we handle storage and delivery worldwide.
Founded in 2018, we've raised $18 million and grown to over 90 employees working from offices in Paris, Madrid, London, and remotely.
About the Role
We're seeking a data-driven and customer-centric Senior Client Success Partner to join our team in Madrid. Key responsibilities include:
• Providing exceptional support to our merchants, ensuring seamless operations and building strong relationships
• Playing a key role in growing existing merchants, expanding their international presence, and maximizing upsell opportunities using our software features
- Efficiently handling operation requests from merchants, including order updates, delivery inquiries, and general support
- Resolving issues and providing timely solutions to ensure customer satisfaction and maintain high-quality service levels
- Conducting training sessions and workshops to empower merchants and enhance their understanding of our platform, processes, and tools
- Providing guidance and assistance to merchants, enabling them to effectively navigate our systems and optimize their operations
- Contributing to the development and improvement of Help Center articles, FAQs, and tutorials to provide comprehensive self-service resources for merchants
- Collaborating closely with cross-functional teams, including Product and Transport teams, to ensure efficient problem-solving and seamless execution of operations
- Establishing and nurturing strong relationships with merchant partners, serving as their primary point of contact for any queries or concerns
- Proactively engaging with merchants to understand their needs, anticipate potential issues, and provide personalized support and guidance
- Analyzing merchant data and metrics to identify trends, patterns, and opportunities for improvement in their performance and operational efficiency
- Preparing regular reports and presentations summarizing key performance indicators (KPIs) and insights for merchants, highlighting areas of success and areas for optimization
Requirements
2-4 years of experience in a client-facing role
Exceptional organizational and time management skills
Excellent problem-solving skills
Multi-tasker with great prioritization skills
Fluent in Spanish and English
Excellent interpersonal skills
Analytical mindset
Quick learner, able to assimilate large amounts of information quickly
Customer ultra-centricity
Alignment with Bigblue values
The estimated salary for this role is €45,000 - €65,000 per year, depending on experience, plus benefits.
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