Product & Customer Success Specialist

About Us:

At SupplyScope, we're a VC-backed b2b SaaS platform that leverages the founding teams 15 years of industry experience to revolutionise the way brands and retailers manage their product information and development workflows across their supply network. Traditional product development processes are often complicated by numerous fragmented and disconnected applications and workflows. Our SaaS platform serves as a centralised source of truth for efficient management and collaboration throughout the entire product life cycle.

The Role:

We're seeking a dynamic Product & Customer Success Specialist who goes beyond traditional roles, and embraces the opportunity and challenges that are encompassed in joining a team at this early stage. This is a unique opportunity to shape the future of our product and customer success in a fast-paced, innovative environment. You'll not only be the voice of the customer within our company but also play a pivotal role in product development, feedback loops, and strategy implementation.

Responsibilities:

• Customer Onboarding and Support: Ensure a seamless onboarding experience for new customers, providing comprehensive product training and support. Act as the primary point of contact for customer inquiries, feedback, and troubleshooting.
• Account Management and Growth: Monitor customer health metrics, identify opportunities for growth within existing accounts, and implement strategies to increase product adoption and customer satisfaction.
• Feedback Loop Management: Serve as the bridge between customers and our product team, translating customer feedback into actionable product improvements.
• Cross-Functional Collaboration: Work closely with sales, marketing, and product development stakeholders to align on customer needs, market trends, and product roadmap.
• Educational Content Creation: Develop and maintain educational materials, including tutorials, FAQs, and webinars, to empower customers and enhance their product experience.

Ideal Candidate:

• Experience: 2+ years in customer success, account management, or a similar role, preferably in a SaaS or tech startup environment. Experience in the fashion, retail, ecommerce, sourcing, or any experience in the development of physical products is a plus.
• Skills: Excellent communication and interpersonal skills, with an ability to build strong relationships with customers and team members. Strong analytical and problem-solving skills, with an ability to use customer data to inform decisions.
• Attitude: A proactive, adaptable individual who thrives in a fast-paced startup environment. Ready to wear multiple hats and dive into different areas, including product development, marketing, and strategy.
• Education: Bachelor's degree in Business, Marketing, Fashion, or a related field.

Why Join Us?

• Impact: Play a pivotal role in shaping the future of our company
• Growth: As we grow, you'll have significant opportunities for professional development and career advancement.
• Culture: Join a passionate, innovative team that values creativity, openness, and collaboration.
• Benefits: Competitive salary, flexible working hours, ESOP, hybrid work options, and more.