Customer Success Agent, inriver
Product information management (PIM) solutions
Job no longer available
Product information management (PIM) solutions
201-500 employees
Job no longer available
201-500 employees
Company mission
To build a more sustainable future by helping customers exceed expectations at every stage of the product journey.
Role
Who you are
- Bachelor’s Degree required
- Excellent communication and interpersonal skills
- Strong empathy for customers and passion for revenue growth and customer satisfaction
- Proactive and willing to define and/or improve basic processes
- Basic technical understanding of the different platforms and systems that our customers are using
What the job involves
- As a Customer Success Agent (CSA), you play a key role in driving customer satisfaction and retention by understanding each client’s business and how our solutions support their goals
- You will cultivate strong, long-term relationships and position yourself as a trusted advisor to your customers
- Your responsibilities include delivering smooth and impactful on-boarding experiences, ensuring clients are effectively trained and supported from day one
- You’ll maintain a thorough knowledge of our products and proactively guide customers to the features and functionalities that best align with their specific needs
- Acting as the voice of the customer, you will represent their interests internally, escalating issues, sharing feedback, and advocating for enhancements that improve their experience
- Your insights will directly influence how we evolve our offerings and better serve our customers
- Act as the communication hub for our customers and partners, coordinating support requests and answering questions, as well as driving the response from other internal departments
- Promote engagement with Inriver customer resources such as Academy, Inriver Community and the Ideas Portal
- Drive awareness and adoption of new platform functionality across the customer base
- Work closely and build strong relationships with our implementation partner teams to ensure collaboration and smooth experience for our customers
- Take ownership of service issues, ensuring they are resolved within our SLA agreements to minimize customer churn
- Manage all inbound customer emails and support tickets
- Add and update customer information in relevant systems
- Coordinate with sales to ensure the smooth transition and onboarding of new customers
- Coordinate customer invitations to trainings, user forums, webinars, and events
- Identify opportunities to expand revenue in accounts through upsell and migration
- Create and facilitate satisfaction surveys
Our take
Inriver, a prominent player in the field of product information management (PIM) software, offers solutions that allow enterprises to optimise their product journey across diverse touchpoints.
With its PIM platform, inriver aids businesses in managing the entire product lifecycle, from sourcing and creation to distribution and recycling. The company's unique proposition lies in its integration of digital shelf analytics and flexible ecosystem connectivity, ensuring scalability and adaptability to growing demands on product data. Inriver's approach to PIM, supporting both B2B and B2C enterprises, underscores its commitment to turning product information into a strategic asset, resonating with over 1,600 global brands.
Inriver has launched its next-generation syndication platform, which offers advanced API connectivity for seamless distribution to marketplaces, channels, and endpoints. This addresses the intricate challenge of content mapping, enhancing efficiency and accuracy for customers seeking to place their products on the digital shelf. This move is indicative of inriver's proactive stance in meeting the evolving needs of modern commerce.
Freddie
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2020
$32m
LATE VC
Aug 2017
$11.9m
LATE VC
Total funding: $56.5m
Company HQ
Gamla staden, Malmö, Skåne County
Leadership
Johan Boström
(Co-Founder)Served as the company's CPO from 2004-2023. Previous Owner of Via Anna/Serendipity Innovations. Also worked as a Sales Director and ECM Specialist at UDK.
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