About Reactiv
Reactiv is an AI-powered platform that enables Shopify merchants to create beautifully branded, high-converting mobile apps—without the usual complexity. At the heart of our innovation is Reactiv Clips, a breakthrough feature that eliminates the need for app downloads, allowing brands to deliver fully customized app experiences instantly and without friction. By removing barriers and reducing the technical debt to building seamless app experiences, we’re building the future of mobile commerce—and we’re looking for bold, creative thinkers to join us in shaping what’s next.
Role Overview:
This role is crucial for ensuring our clients' success post-sales, from continuous platform utilization to growing in-app revenue. The ideal candidate will be passionate about customer success, possess strong technical acumen, and have a deep understanding of commerce.
Key Responsibilities:
- Customer Success Management:
- Serve as the primary point of contact for merchants post-launch.
- Develop strong relationships with merchants, understanding their business needs and objectives.
- Provide ongoing support and creative consultation/strategization to help merchants maximize their use of the platform.
- Churn Prevention:
- Monitor merchant engagement and platform usage to identify potential churn risks.
- Work with your leadership team to develop and implement proactive strategies to address and mitigate churn risks.
- Gather and analyze feedback to continuously improve the customer experience.
- Technical Support and Troubleshooting:
- Work closely with the technical team to resolve any platform-related issues.
- Assist merchants with technical queries and provide guidance on best practices.
- Customer Training & Advocacy:
- Work with sales, product, and engineering teams to advocate for merchant needs and ensure their feedback is incorporated into product development.
- Create and maintain documentation, FAQs, and guides to support merchants' use of the platform.
- Perform platform and new feature training sessions as needed
- Cross-Functional Collaboration
- Collaborate with cross-functional teams including sales, product & engineering to identify process gaps and ideas for continuous improvement
- Work with your leadership team on customer success initiatives and internal projects
- Data Analysis & Insights
- Analyze customer usage data to identify trends, patterns, and potential risks.
- Build and interpret reports/dashboards to uncover actionable insights.
- Collaborate with internal teams to provide data-driven recommendations for product improvements.
- Identify upsell and expansion opportunities based on customer behavior trends.
- Proactively address customer pain points by leveraging data insights.
Qualifications:
- Proven experience in customer success, account management, or a similar role within the tech or ecommerce industry.
- Strong understanding of mobile commerce and related technologies.
- Excellent communication and interpersonal skills.
- Ability to work independently and manage multiple tasks simultaneously.
- Strong problem-solving skills and a proactive attitude.
- Technical aptitude and the ability to learn new software and technologies quickly.