Retviews SA

Customer Success Operations Specialist

Retviews is a fashion technology company and part of Lectra Group.

We support fashion and retail industry leaders in their competitive intelligence. From big data to insight driven decisions, we help the brands find the best market fit for their products.

With Retviews, brands can set the right prices, build winning product assortments, optimize their discount strategies, and enhance their brand image with AI-powered competitive intelligence data.

They are just one click away from winning the fashion game with Retviews !

The job

You will handle the day-to-day tasks on the operational and technical side of customer success.

Your mission will be to track, support and maximize the quality, efficiency, and performance of the customer success team.

These tasks will include :

• Follow-up the efficiency of the quality checks performed on Retviews & bugs resolution from a business perspective to support the CSM in their day-to-day routines and increase customer satisfaction.
• Be the main point of contact of our quality team to make sure our customers needs are correctly taken into account.
• Gather and prioritize our customer requests to our Product manager and technical teams.
• Identify patterns in the customer pain points in order to find efficient ways to solve them.
• Coordinate the implementation of the support activities of the Call Center for Retviews solution and ensure a good level of support.
• Assist the customer success director in scaling the CS activities and processes.
• Support the CSM for 1st level trainings of new users.
• Help develop processes to drive product adoption.
• Ensure correct data collection to track Customer success satisfaction.

Your main skills :

· Master in analytical degree: Economics, Business, Engineering, ...

· Interest in participating in a great Fashion Tech project

· Interest in fashion retail industry is a big plus

· Ability to work collaboratively in a fun team environment

· Great Project management skills

· Solution oriented

· Engage in continuous learning and process improvement

· Excellent communication skills in FRENCH and ENGLISH. German or Italian are a plus

· Strong sense of humour.

You will experience a strong entrepreneurial environment.

Learning is one of our core values. We love innovating and testing new things.

We care about outcome, not effort so you will be fully responsible for managing your time and workload.

You will be part of a team of very talented people.