Full-Time Retail Customer Success Manager

The Retail Customer Success Manager is responsible for delivering an exceptional experience for retail customers, with a particular focus on domain name investors.

The role involves understanding customer needs, account management, and providing high-quality support.

This role also includes identifying and upselling additional products and services relevant to the customers you manage, whilst working closely with sales, support and the commercial teams to enhance customer satisfaction and to boost revenue.

Based on the location of the role, the role will be based in a country where we have an existing payroll setup.

We are a flexi-first business and value in-person collaboration and make an effort to get together when and where makes the most impact.

Key Outcomes of the role

1. Customer Interaction: Engage with retail customers, including domain name investors, via multiple channels (chat, email, phone). Address customer inquiries, assist with purchases, renewals, and other issues. Provide specialized support for domain investors, covering portfolio management, valuation, and market trends. Identify if customers are using competitors and work with them to consolidate their portfolio at one of our in-house Registrars like Moniker. Manage the community of domain investors by engaging with them (on behalf of the brand) on domain investor forums like NamePros, internal feedback forum etc. Represent the brand at domain investor centric conferences with the goal of meeting existing customers and engaging with prospects.
2. Onboarding and Education: Develop and deliver onboarding and education programs, including demonstrations on domain tools and investment strategies. Ensure customers understand and benefit from products and services.
3. Issue Resolution: Address customer complaints and issues efficiently, providing expert support for domain-related challenges. Collaborate with internal teams to resolve issues.
4. Customer Feedback: Gather and analyze customer feedback to improve products and services. Relay insights to product and operations teams.
5. Cross-Selling and Upselling: Identify opportunities to recommend additional products or services to meet customer needs particularly for domain investors.
6. Customer Relationship Management: Build long-term relationships through personalized service, regular check-ins, and updates. Maintain CRM records of interactions and updates.
7. Retention and Loyalty Programs: Assist with loyalty programs and special offers to drive repeat business and loyalty.
8. Transition Strategy: Identify potential retail customers for transition to Brand Services. Develop strategies for smooth transitions with personalized outreach and support.
9. Collaboration with Teams: Work closely with sales, marketing, and product teams to resolve customer issues and align strategies. Coordinate with Brand Services for effective customer handover.
10. Data Management: Keep accurate records of interactions, purchases, and support tickets in CRM systems. Track customer satisfaction and engagement metrics.
11. Training and Development: Stay updated on industry trends and domain investing knowledge. Pursue ongoing training to improve customer support skills.

What is the last date for applying to the job?

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