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Customer Success Analyst (CONTRACT)

Tulip Retail

Tulip Retail

IT, Customer Service, Sales & Business Development
Toronto, ON, Canada
Posted on Thursday, June 6, 2024

It's our time to scale. It's your time to be part of something big.

Tulip's mission is bold. We're a team of experts who have worked with and for retailers over the past 20 years. We are driven to disrupt an entire industry and enable one of the world's largest job markets.

Tulip has built a retail mobile software platform that empowers leading retailers such as Mulberry, Chanel, Saks Fifth Avenue, Kate Spade, Coach, and Michael Kors to give mobile devices to their store associates so they can elevate service, sell more and provide a personalized experience.

Tulip is a place you come to make an impact, working with like-minded people to build something meaningful using the best technology. We are growing, and while lean is great, we need more people, energy, innovation and talent.

The Customer Success Analyst will be responsible for supporting existing client accounts with the goal of developing customer relationships that promote retention and loyalty. You will work with their clients to define what success means to them, and help them measure and optimize their metrics. As the primary Tulip liaison to our clients, the goal will be to become a trusted advisor and reliable point of contact for our clients.

Responsibilities:

  • Help fast moving, high profile organizations navigate change and revolutionize how they view Retail and Omnichannel
  • Monitor usage of the platform via reporting tools and work with clients to develop strategies that drive deeper adoption
  • Ensure successful on-boarding of new accounts and new users and provide advanced training in order to develop existing users
  • Partner closely with other cross-functional team members to translate business needs into new solutions for customers
  • Be an internal advocate for customer needs, requirements, and use cases across product, internal support, engineering and Sales
  • Drive customer reference ability and case studies
  • Support CSM’s with Customer data, metrics and reports

Requirements:

  • 2 years experience in Customer Success or Client Services in SaaS
  • Must have prior working experience in the following tools: Zendesk, Salesforce & JIRA
  • Excellent written and verbal communication skills with high emotional intelligence
  • Highly organized and able to handle multiple customer priorities
  • Imaginative and creative thinking skills with an ability to quickly diagnose situations and zoom out to see the bigger picture
  • Learn the ins and outs of Tulip and creatively find solutions for our customers
  • Help our customers learn and navigate our product and the organizational change it can bring
  • Collaborative, dependable, enthusiastic attitude both inside Tulip and with our customers
  • A customer-centric personality that is reliable and willing to go the extra mile
  • Ability to manipulate and present data with strong Excel skills

Tulip has perks, career progress, and an intimate culture. We have:

  • Embraced remote culture! Work remotely, permanently, and full-time.
  • An excellent healthcare plan with no wait time, paid parental leave, and corporate gym rates.
  • A culture of openness and idea generation. We have weekly all-hands and quarterly town halls. We pride ourselves on our transparency and keeping it real. From the most senior to the newest team member, we give you access to decision makers and career-building work.
  • The opportunity to grow and apply new skills be it hands-on or leadership. We prioritize diversity, inclusion, and building a community. We're a little weird but in a good way.

Why we are awesome.

Tulip is hungry and humble. When you join Tulip, you'll be part of a strong, thriving, diverse group of people who come from different disciplines, countries, and experiences. We do what we love and it shows in our unrelenting pursuit of affecting real change. We believe in investing in our people, building positive relationships with our customers, and treating our work like our craft.

Tulip is at the cutting edge of technology. We work with big-name retailers. It's a chance to step up to solving complex technical problems and develop a deeper understanding of the retail world while being part of a niche startup style company. We don't fear failure; we embrace challenges. We're excited about taking the lesser known paths, using the open source tools and keeping up with the pace of evolving tech solutions. It's fun, it's fast, and it's future-focused.

Tulip gives back. Inspired, passionate, and committed people helped make us the successful company we are today. We challenge norms and put people before profits. We believe we can build a great company that changes the technical space while simultaneously giving back to society and the community.

Join us.

Feel like you can't tick all the boxes? If you have some of the skills and experience that we're looking for and are willing to use your talent to learn the rest, we encourage you to apply.

Tulip Retail is strongly committed to equal opportunities in employment. We welcome applications from all minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, and others who may contribute to the further diversification of Tulip Retail.

Tulip Retail welcomes and encourages applications from people with disabilities. Accommodations are available by request for candidates taking part in all aspects of the selection process.