Do you want to shape the future of retail? Sift Lab is an innovative SaaS AI start-up, on a quest to make retailers in the Nordics truly data driven to improve customer experience, profitability and sustainability. We are scaling rapidly and are looking for someone to head up our Customer Success & Development team.
About us; Sift Lab is a pioneering AI platform enabling retailers on their data driven journey to predict and optimize their business. Based on an data centric AI approach we are truly at the heart of revolutionizing the way retailers make decisions and take action. Our predictive analytics, customer segmentation and recommendations turbocharges retailers’ current marketing technology infrastructure and today we are trusted by leading ecom, retailers and consultancies and have 40+ customers in Sweden and the Nordics, such as, Rusta, Nordic Nest, Bokus and Caia Cosmetics
About the position: The Sift Lab platform is a strategic tool, both in identifying business opportunities and issues as well as in taking action. The Customer Success & Development team plays a critical role to ensure the platform delivers maximum value to our clients. The role is not only about setting up the platform but as important is the role advising our clients on their data driven journey i.e. which analyzes to perform, what conclusions to draw and what actions to take. As head of our Customer Success & Development team you will be leading and shaping the team with the following responsibilities:
Account Management and Strategic Advisory: Serve as the main point of contact for assigned accounts, fostering strong client relationships through our strategic value realization framework. Conduct regular check-ins to assess satisfaction, identify potential issues, and continued implementation of use cases in our value realization framework
Onboarding and Implementation: Guide customers through the onboarding process, ensuring use cases and tests are implemented correctly and in right order.
Customer Training; Train/educate customers on features and best practices/use cases. Provide ongoing support to enhance customer proficiency and utilization of the platform
Upselling and Cross-selling: Identify opportunities for upselling and cross-selling additional use cases or services to existing customers.
Customer Advocacy: Foster customer advocacy, encouraging satisfied clients to participate in case studies, testimonials, or references.
Feedback Collection: Gather customer feedback on user experience, and feature requests. Share insights with the product development team for continuous improvement.
Renewal Management: Monitor subscription renewals and proactively engage with customers to secure renewals. Address any concerns or challenges to ensure a high renewal rate
Team lead: Lead our team of data scientist/CRM analysts for efficient handling of customer onboarding, use cases and support issues
Support system and ways of working: Ensure we have the right support systems for customer success and set up efficient ways of working and follow-up
Bachelor's degree in Business, Marketing, Computer Science, or a related field.
Proven experience (at least 5 years) in customer success, account management, or a similar client-facing role within the software industry or proven experience from a strategic consultancy within digital/CRM/personalization transformation
In-depth knowledge of CRM/personalization concepts and activities & experience with data-driven decision-making processes
Familiarity with CRM and analytics software, enabling effective communication and troubleshooting with technical teams
Strong understanding of business operations and customer lifecycle management.
A customer-centric mindset, understanding client needs, and the ability to build strong, long-lasting relationships at executive levels
Excellent verbal and written communication skills, including the ability to present complex ideas in a clear and understandable manner.
Proactive in identifying and addressing customer challenges, ensuring a positive customer experience.
Ability to work collaboratively in a team environment, effectively communicating and problem-solving with colleagues
Self-organizing leader that can handle and prioritize competing requests