Our Customer Success team advises and guides a wide variety of merchants, ensuring they launch Fulfil successfully, adopt it widely and are continually driving business value from Fulfil.
This is a highly cross-functional role; you'll work closely with Fulfil’s customers to uncover their business needs and then coach them on the best ways to use Fulfil to solve them. Internally, you’ll work closely across Fulfil’s product, onboarding and support teams ensuring your coordinating to have the entire organization drive towards the customer's strategic outcomes. You will serve as the trusted point of contact for Fulfil’s portfolio of strategic accounts, starting at the point of sale and extending through onboarding, project success, renewals and expansion opportunities.
Part project manager, consultant, product expert, and account manager, as a Customer Success leader you will be continually focused on helping our customers scale for growth by succeeding with Fulfil.
Be the face of Fulfil to our merchants and owning all renewals and upsells to grow the business
Work with exciting merchants to develop a mutual success plan that outlines how Fulfil will be addressing their critical needs both immediately and in the future
Develop metrics for success and review progress during Quarterly Business Reviews
Empathize with every aspect of the merchant experience, putting merchants’ needs first
Guide and coach merchants along with Fulfil’s Customer Support team to ensure a delightful end user experience
Work closely with the onboarding team to ensure a positive onboarding process for new merchants
Define best practices and streamline our customer success and account management processes by designing and creating enablement curricula such as playbooks, presentations, videos, and other interactive course material
Project manage across all stakeholders (internally and externally), ensure timeliness of each deliverable and remove all barriers in order to exceed merchant expectations.
Coach merchants to be product experts and train their teams on Fulfil best practices so they become increasingly self-sufficient
Maintain high levels of customer engagement and satisfaction with a focus on customer dedication and loyalty
Partner closely with Fulfil Customer Support, Product and Sales to translate business needs and product requirements into new solutions for customers
Help drive customer references and case studies
Minimum 2+ years relevant work experience in a customer-facing customer success, account management or sales organization. SaaS experience preferred
An interest in e-commerce and the ability to quickly understand the ERP landscape
Energy and a wicked work ethic - Customer Success is a 24/7/365 operation
Self-discipline, focus amongst the chaos, and the ability to persevere through the ups/downs
You know how to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software
Strong project management and cross-functional collaboration skills, you are a task-management expert!
A proactive mindset capable of creating a long-term vision, with a monthly/weekly plan and shipping velocity in days
A sense of adventure and an entrepreneurial spirit
Consistent track record of highly-professional customer service in a dynamic, start-up environment
Experience in using Salesforce
Superior oral and written communication skills
Genuine empathy for others and helping customers achieve their goals
Strong interest in technology
Prior experience at a growth stage Internet/Software company
Experience with e-commerce technologies like Shopify or Shopify Plus
Experience with ERP technologies
Direct or indirect leadership experience in managing a team
Coding ability or other technical experience e.g. SQL
Fulfil.io helps high growth, high volume merchants simplify operations and scale for growth. With the rise in omni-channel commerce, Fulfil was founded with the simple idea that merchant operations need to be simplified in order to deliver amazing retail experiences. Fulfil enables businesses to turn their back office operations into an accelerator for growth by integrating order management, inventory management, warehouse management, vendor/supplier management, wholesale, manufacturing, financials and customer service, into one seamless solution. We believe merchants should love their operations platform, and we work hard to make that happen every single day. Fulfil.io is a trusted solution for brands like NectarSleep, Mejuri, Lie-Nielson Toolworks, and many more.
Fulfil.io is a venture backed technology company with offices in San Francisco, Toronto, and Bangalore. The team is made up of people who want to feel challenged at work, be the best at their craft and learn from one another. We come from different backgrounds and experiences, all passionate about the work we do, the team we do it with, and the customers we do it for. Join us in our journey to simplify operations and empower merchants around the world!