Customer Success Specialist - POS at Wix

| Miami, FL
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We are:
The Wix Point of Sale team - a new solution for brick and mortar businesses in the US market. Wix provides a complete ecosystem, including hardware, payment processing, and inventory management in order to allow brick-and-mortar stores to unify and manage their online and offline sales. Currently, we're assembling a new team to prepare for a broader launch in the near future.
You are:
The Customer Relationship Specialist serves as the POS User's relationship manager post-live & point of contact to handle compliance and technical resource. This position's purpose is to be a co-owner of the post-live process and be the glue between account managers and customer care to help customers. They are expected to work autonomously under the US Operations manager to complete expected goals, self-managing and prioritizing what they work on based on customer needs and Wix requirements.
Leveraging their Wix product knowledge and account management skills, the Customer Success Specialist will partner with business owners in order to build a relationship and strategic planning of utilizing the Wix platform to the full capacity.
Customer Success Specialist is responsible for the success of a customers after the onboarding phase. Making sure the customer is set up for success utilizing the point of sale to the full capacity. By understanding customer needs and treads to proactively reach out to customers will be the utmost priority.
As a Customer Success Specialist, you will:
  • Take accountability for the success of Wix POS users assigned to you, their satisfaction, and the value they get from Wix Point-of-Sale products by taking their perspective and business' needs as first priority
  • Leverage data to identify gaps that clients may have in running their businesses as efficiently as possible on Wix, and act on providing solutions to help them improve
  • Ensure client satisfaction and long-term loyalty, manage client expectations, and solicit and act on client feedback
  • Identify opportunities to improve our current processes, tools, reporting, and documentation
  • Work closely with our sales, product, marketing, product, and customer care teams to deliver exceptional client experiences and be the true voice of the customer
  • Retain and grow existing revenue by understanding needs of each customer
  • Be a part of building one of the fastest-growing teams at Wix

While the U.S. Wix team is WFH during Covid-19, at this time we are seeking Miami-based candidates who are able and willing to work on-site once we return to the office.
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Technology we use

  • Sales & Marketing
    • SalesforceCRM

An Insider's view of Wix

What’s the vibe like in the office?

The vibe is be who you are. You have an impact on those you come in contact with (yes, even virtually). It's the reason you’re here or want to join. Wix is filled with nothing more than good people working hard to help other people. The level of care you'll receive working for Wix from within this Wix is more than you could ever imagine.

Christian

Customer Care Expert

What projects are you most excited about?

Going into the role of a Senior AE, I didn’t realize was how valuable my 2 years at Wix were going to be for a team full of new faces. I’m excited to run my own sales training for the floor. As I prepare, I recognize how much I’ve progressed in my sales career, and it’s humbling to help other reps learn from my trial and error.

Lauren

Senior Account Manager

What makes someone successful on your team?

Our Customer Success team provides the best solutions to maximize our users’ success on Wix. Someone who is committed to personal & team excellence, has a strong understanding of eCommerce offerings, can build meaningful relationships, and is solution oriented will do well here.

Bruce

Senior Account Manager, eCommerce

How do you empower your team to be more creative?

We embrace change: we are still a "startup team" testing new ideas and demonstrating our impact to our customers and internally. We believe in teamwork: it's more important than ever to demonstrate your ability to help teammates. We “run with it”: our most successful Account Managers take an idea and execute with little to no guidance.

Alana

VP, Account Management

How do you collaborate with other teams in the company?

Collaborating is the best part about this company! While working from home during this time can be difficult elsewhere, when it comes to reaching out to solve a user’s or an employee’s problem, Wix makes that so easy with using the latest collaboration tools like Slack. It’s a great way to build a network while being away from a physical office.

Neha

Customer Care Team Leader

What are Wix Perks + Benefits

Wix Benefits Overview

We believe in a people-first approach, continuously adding to our benefits package to create an amazing employee experience for all.

Although we’re happy to offer great benefits like a competitive salary, 401k with matching, full medical and dental coverage, mental health resources, and generous/flexible PTO, what we value most is our “Take It Personal” approach to caring for our people. We recognize every employee has different needs, so we work to provide them with unique support and resources that go beyond the typical benefits package.

Whether that’s giving them extra time off to take care of a personal issue, being thoughtful in how we create an inclusive culture of belonging, shipping care packages for those who are sick, or providing food and shelter for someone who was affected by a natural disaster, we’re always there. It’s just The Wix Way.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Diversity Employee Resource Groups
Women in Leadership, Wix Rainbow for our LGBTQIA community, and sKinTech for our POC community.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
100% covered for employees
Vision Benefits
100% covered for employees
Health Insurance Benefits
Wix pays 100% of base coverage. Employees have the option to buy up at a premium.
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Wix matches up to 4% of your contribution with no vesting period.
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
We have a casual dress code!
Commuter Benefits
This is currently not valid due to COVID-19 and remote work.
Company Outings
Wix hosts company outings and events.
Free Daily Meals
Stocked Kitchen
We have fully stocked kitchens.
Some Meals Provided
Employees receive a bi-weekly allowance of $220 via Benepass to purchase meals from restaurants, food delivery platforms, and grocery stores.
Happy Hours
Pet Friendly
Wix's pet policy is dog friendly daily.
Recreational Clubs
Wix has recreational club choices all year round.
Fitness Subsidies
Classpass membership: Wix subsidizes 85% of the 45-credit plan.
Home Office Stipend for Remote Employees
A $500, one-time benefit for setting up a comfortable and productive at-home working environment.
Professional Development Benefits
Lunch and learns
Wix hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Time allotted for learning
Customized development tracks

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