Customer Success Manager

Who We Are:

Backed by Battery Ventures, Canaan Partners & ITOCHU, JOOR is a Series C start-up that provides the world's most recognized brands and retailers with a digital wholesale management platform that transforms the way these businesses work.  

With a CEO recently named a “Woman to Watch in 2020” by Luxury Daily, and a CTO from Google, JOOR is attracting top talent to drive market dominance.  We have 175 employees in 10 global offices, including NYC, Philadelphia, LA, Milan, London, Madrid, Melbourne, Berlin and Tokyo. And, we are continuing to grow in a smart, sound way.

Founded in 2010, JOOR now services 12,500+ brands across 53 categories, 300,000+ retailers in 144 countries, and manages an incredible $1.5B in gross merchandise volume (GMV) each and every month Clients include major retailers, like Neiman Marcus and Harrods; e-commerce players like ShopBop; and key influencers like Dover Street Market. Leading men's and women's brands include everyone from Tory Burch, Jimmy Choo, Alexander McQueen, Berluti, The Row and thousands more.

We are one of the few tech companies with a female CEO and 1/3 of our engineering team is made up of women — well above the industry norm. Walking our floors, you’ll find people of every shape, color, ethnicity and creed. If you are looking to join a team of innovators and trail blazers who value diversity of thought and experience, then JOOR is a great choice for you.

Why JOOR:

• We are revolutionizing the virtual showroom experience    
• We partner with exciting brands and retailers from around the world
• We are a global company that is rapidly growing
• We are one of the most diverse and inclusive tech companies
• We have been recognized as a break-out technology start-up driving innovation in the fashion & retail industry.

What You’ll Do:

• Drive increased engagement for new and existing customers
• Plan, conduct and follow up on initial customer set-up, onboarding and ongoing trainings and adoption of new users at new and existing brand clients 
• Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the client's investment
• Develop a relationship with brand customers, proactively monitoring usage and creating training and adoption plans as well as   that align with the client’s business case and business strategy and with JOOR’s mission
• Understand and assess customer requirements, level of adoption of the service and corporate structure as it applies to JOOR roll-out and adoption
• Foster a sense of urgency, professionalism and execution that establishes a new level of expected customer service performance
• Strategize and identify how the team can drive retention, increase renewal contracts, and/or pursue expansion opportunities within existing relationships
• Strategically expand our revenue in accounts through cross-sell and up-sell
• Be an advocate for Japanese client feature requests and work cross-functionally with our Product, QA and Product Support teams
• Help to establish and grow our presence in China, building relationships with brands and their retailer clients as well as tradeshow partners 
• Respond to high volume of customer-submitted email requests and phone calls in a prompt manner
• Troubleshoot and guide customers through website and mobile app usage
• Stay up to date on new product features and improvements

What We’re Looking For:

We're looking for a Customer Success Manager to join our tight-knit team in Melbourne. 

• Fluency (written and spoken) in English is required
• 3+ years of experience in account management, training and/or education required
• 3-5 years of relevant work experience in SaaS, Tech, Account Management or Strategy Consulting preferred
• Fashion industry experience is a strong plus
• Excellent presentation, written, and oral communication skills
• Experience collaborating with cross-functional teams a plus
• University degree preferred 

What We Offer:

• Access to Market Weeks to see the product in action
• Collaborate with our teams in NY, LA, London, Madrid, Milan, Paris, Tokyo and Shanghai.
• Regular social events, including happy hours, lunch & learns, company off-sites, Meetups and speaker series
• Transparency into the state of our business via monthly all-hands meetings, showcasing the company’s performance in relation to revenue and growth

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.