Job Summary

Mission for Customer Success Associate; To ensure that customers consistently use OZÉ and input 100% of their data as accurately as possible. To leverage this complete data set to help customers make better decisions based and, as a result, increase sales, lower costs, make more profits, and become investment-ready.

  • Minimum Qualification: MBA / MSc
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description/Requirements

Outcomes

  1. Ensure that 75% of users who set up a profile on OZÉ are still using it by the end of their first week.

    1. Send a personalized welcome message to each business owner who creates a profile

    2. Maintain an annual churn rate of 40% or lower

  2. Support users so that they capture 100% of their data in OZÉ

    1. Over 50% of entries are complete in that they contain a price, location, category, and description

    2. A Survey of weekly active users shows that 80% or more are inputting all transactions into OZÉ

    3. Deliver insights from 4 customers a month on how we could help them input more complete information

  3. Collaborate with the Business Statistician to transform statistical models into actionable customer insights

    1. Maintain a “Top 5” list of insights you want to gain from the data

    2. Meet with 5 users a week to assess how useful and actionable the automatic insights developed by the statistician are to them. (Useful 1-5, Actionable (1-5)

  4. Be a trusted advisor for the most active users and help their businesses grow

    1. 100% of weekly active users see either an increase of monthly revenue or an increase in monthly profits leading to an annual increase of revenue and/or reduction of costs >15%

    2. 10% of businesses reach the “investment ready” stage after 6 months.

    3. Share the user names of all users on track to be investment-ready to the Business Development Associate - SMEs

    4. Be the face of OZÉ to your users and receive a positive Net Promoter Score (NPS)

  5. Be a team player

    1. Internal NPS of 9 or above from your teammates

    2. Participate in all monthly 360 feedback sessions

    3. Continuously learn by participating in 6 relevant webinars or by reading 6 relevant books per year and share what you learned with the team at monthly lunch & learns and/or through a blog post.

    4. Recruit at least one awesome person to join our team; assist in the hiring and training of additional Customer Success Associates

    5. Work with product and tech teams to develop and implement product improvements

Competencies

Empathy, Honesty & Integrity, Analytical Skills, Pro-active, Openness & Transparency, Perseverance, Adaptability 

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