AI Summary

Entry-level Customer Success role focused on managing relationships with Promenade's floral partners, handling support, triaging issues, and promoting product adoption to improve the user experience.

About this role

Who we are looking for...

Promenade, (formerly Bloomnation) is scaling rapidly and seeking a Customer Success Associate, you will play the vital role of being the primary relationship driver between Promenade and the valued floral partners who use our platform. You will accomplish this by developing world-class B2B partnerships, adhering to industry best practices, and fostering unbeatable customer satisfaction. This entry-level role is best suited for someone who is passionate, empathetic, driven, and loves solving complex problems with grace and gusto. We are looking for someone who is outgoing, detail-oriented, works efficiently under pressure, and has an incredible knack for remaining calm and positive in all situations.

Specifically, you will…

Handling a high volume of user support requests via email, phone, and social media

The first point of contact for both Promenade customers and partners

Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team

Acting as an advocate for Promenade users and providing them with outstanding service while resolving issues in a timely and efficient manner

Identifying trends and inefficiencies to enhance the support process and improve the user experience

A product evangelist! Helping customers and partners use our Promenade products to change the way local businesses connect with their community

What’s in it for you...

Equity/Stock options in a profitable and rapidly growing company

Great Medical/Dental/Vision coverage

Transportation coverage in the form of parking, rideshare, or metro credit

Fully stocked snack bar & weekly catered lunches

The company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.)

Ability to mold your career and make an immediate impact

Work in a fast-paced, fun environment with an eclectic group of people from all over the world

You will excel if you have...

A natural people person and relationship builder

Passionate about serving small businesses and being apart of a growing startup

Tech savvy and can quickly pick up sales/support tools such as Zendesk, Salesforce, & Confluence

An excellent communicator, both in writing and over the phone

Friendly, optimistic, and have a caring demeanor

Adept at working well under pressure and with tight deadlines

Experienced with customer service (retail or service industry experience a big plus!) or customer support, including phone, email, and/or chat

Skills

B2B PartnershipsBug EscalationConfluenceCRMCustomer AdvocacyData EntryEmail SupportIssue DiagnosisMulti-channel SupportPhone SupportProduct AdoptionSalesforceSocial Media SupportSupport MetricsTicket TriageWorkflow OptimizationZendesk

Customer Success Associate

About this role

Specifically, you will…

What’s in it for you...

You will excel if you have...

Skills

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