We’re looking for someone who has a passion for e-commerce and a customer-centric mindset.  As a Customer Success Associate, you’ll establish and nurture relationships with Helium 10 customers,  significantly influence both your customers’ and Helium 10’s continued success, and help shape the future of our growing customer success team.

Who are we?

We’re Helium 10, the leading Software company for Amazon sellers. We move fast, really fast, so we need someone who can keep up. We’re experts at our craft (and if not, we become experts, fast!) and we hold each other to a high standard. Why? We’re shaping the future for Amazon sellers and our customers deserve the best. We make tough decisions, own up to mistakes, and above all, we find solutions to problems.

Duties and Responsibilities:

• Managing a book of Helium 10’s large segment customers
• Listening to what our customers are trying to achieve, understanding their business goals, and leveraging your knowledge of the Helium 10 platform to advise on best practices around product usage
• Facilitating the onboarding experience and ongoing customer training of new and existing customers through a combination of low and high touch methods 
• Creating Customer Success Plans (CSP) that measures shared goals over time
• Monitoring and assessing customer accounts to identify churn risk and working proactively to eliminate that risk
• Meeting adoption, engagement, and retention target performance metrics for your portfolio
• Provide weekly reporting updates and insights on customer engagement, usage, health, feedback, and risk factors
• Liaising with cross-functional teams to improve the customer experience and being the Voice of the Customer
• Identifying upsell and cross-sell opportunities
• Documenting customer interactions in Salesforce

Job Requirements:

• Experience working in customer success or a customer-facing role that build similar skills (support agent, customer service, teacher, etc) 
• Empathy and have a passion for delivering great customer experiences
• An ability to actively listen, understand customer needs, and independently can take action
• A desire to learn new technologies
• Excellent time management and communications skills
• Proficiency with G Suite, Zoom, Slack, and other basic internet technologies

Bonus Points if: 

• Customer Success/ Account Management experience in a SaaS marketplace or E-commerce environment
• Prior experience in a SaaS marketplace or E-commerce environment
• Experience working with a CRM (Salesforce, Hubspot)
• You have Amazon Seller Central experience
• You are a Helium 10 user.  You don’t need to be an expert at everything, although an understanding of our tool suite, benefits, and value add would be helpful

Why you should work for Helium 10!

• Fun atmosphere and company culture
• Competitive compensation and benefits (70% paid medical, dental, and vision, and much more!)
• HSA, FSA, life insurance, long-term disability, commuter benefits, and tons of ancillary benefit options!
• 401k match
• 12 paid holidays
• Paid time off
• 4 weeks paid sabbatical after 2 years
• Flexible work schedules
• Public recognition platform
• Virtual happy hours
• Work sponsored events
• Tons of educational opportunities
• Creative workspace

Helium 10 needs EXPERTS! If you are a passionate Customer Success Associate and would like to join the Helium 10 family please apply today!   

#ZR