Customer Success Specialist

Multiplymii is in search of a Customer Success/Excellence Specialist who will be working with our client based in Las Vegas, Nevada.

Our client developed the first Game Theory Repricer for Amazon sellers. They help Amazon sellers maximize profit and scale their business by developing a leading AI algorithmic repricer, combined with strong seller analytics. In this role, you will be responsible for solving problems, fielding customer questions and complaints, and ensuring that their customers have an effortless experience every time.

In this role, you'll be the voice of the company, guiding customers through their journey with the tool. You'll be a problem-solver, a product expert, and a trusted advisor, ensuring every customer interaction is effortless and positive. This role requires a unique blend of analytical thinking, technical aptitude, and genuine customer empathy. If you're naturally inquisitive, enjoy connecting with people, and have a knack for explaining complex topics in a clear and engaging way, we encourage you to apply!

This role is 100% work from home.

In This Role, You Will

• Identify customer needs and provide appropriate solutions through different mediums like email or phone call
• Empathize with and prioritize customer needs
• Maintaining a focus on the customer issue in a fast-paced environment
• Demonstrates conflict resolution, negotiation, and de-escalation skills
• Demonstrates ownership to resolve challenging customer issues, escalating when necessary
• Approaching problems logically and rationally
• Maintain composure in highly escalated situations
• Diligently follow up using reminders to ensure that all issues are resolved in a timely manner.
• Share feature requests and effective workarounds with team members
• Gather customer feedback and share it with our Product, Sales, and Marketing teams
• Conduct live demos which include doing research on prospects and compiling all knowledge in CRM
• Educate customers, working with them through the end-to-end customer lifecycle
  
  

About You

Core qualifications:

• At least 3-4 years of experience in Customer Success
• Pre-sales experience
• Ability to quickly grasp new technologies and complex concepts
• Leadership experience in mentoring and guiding customer support teams, driving performance improvement, and fostering a culture of excellence.
• Exceptional ability to communicate complex ideas clearly and concisely, making them easily understandable
• Understands how CRM systems works, preferably HubSpot
• Strong ability to Identify customer questions, concerns, and overall needs
• Experience in addressing customer complaints in a compassionate and patient manner
• Someone who can deal with stressful situations and calm down an irate customer
• Follow company communication procedures, policies, and guidelines at all times
• Fluent in English both written and oral - understanding of US customers is key
• Highly organized with a clear attention to detail
  
  

Personal Attributes

• Inquisitive and Curious: You're eager to learn and understand customer needs, proactively seeking information to provide the best possible support.
• Customer-centric: You genuinely care about customer success and go the extra mile to ensure their satisfaction.
• Sales-minded: You can effectively communicate and enthusiastically guide potential customers.
• Composed, resilient, and quick on your feet: You can handle challenging situations with grace and maintain professionalism under pressure.
• Team player: You thrive in a collaborative environment and actively contribute to team goals.
• Independent learner, someone who can do independent research to resolve issues
  
  

Advantageous

• Amazon selling experience or knowledge
• Hands-on experience with Amazon repricer tools (e.g Bqool, Sellery) is an advantage
• Why MultiplyMii:
  
  

MultiplyMii, a premium recruitment & HR services company is growing FAST and we are currently hiring an exceptional Customer Excellence Specialist who desires to be part of an exciting organization that rewards and values its team members.

One clear benefit for you beyond the long list at the bottom is that MultiplyMii will be there to hold your hand every step of the way, providing you and the client on-boarding, supporting your unique needs, handling any challenges that might come up in your work environment. We are here to give you (and our client) every opportunity to get it right and nurture this relationship.

• 100% Remote work
• SSS
• Philhealth
• Pag-ibig
• Healthcare (HMO)
• Birthday bonus upon probationary
• Regularization bonus
• 13th-month pay
• Paid Service Incentive Leave (SIL) upon probationary
• Regular holiday premium upon probationary
• Annual performance appraisal subject for review
• Access to our free Learning and Development programs
  
  

Shift And Schedule

• Must be willing to work on weekends and shifting schedule
• Follows UK BST, 10am to 6pm (in the first 2 months)
• Follows US PST/EST, 9am to 5pm (after 2 months)