Customer Success

Dots is a technology startup with a SaaS product that streamlines, automates, and optimizes global logistics, making procurement, warehousing, storage, asset management, and distribution of IT assets easier than ever. Our “Global Logistics Services” platform (GLS) is an end-to-end solution for remote on/off boarding, enhancing HR integrations to provide end-to-end solutions for IT, HR, and operation teams. We are a collaborative, fast-paced, and innovative environment.

We are looking for a driven and enthusiastic individual to join our growing team! This is a fantastic opportunity to kickstart your career in customer success, working directly with our clients to ensure they get the most out of our platform. You'll play a key role in building strong relationships, identifying opportunities for growth, and collaborating with our sales team to achieve shared goals. If you're eager to learn, thrive in a fast-paced environment, and are excited about the potential to grow with a dynamic startup, we encourage you to apply!

Key Responsibilities:

• Serve as the primary point of contact for customer inquiries, ensuring timely and satisfactory resolution of issues.
• Provide exceptional support through various channels, including email, in-app chat, and Slack.
• Gather customer feedback and share insights with the product development team to drive product improvements.
• Lead new customer and project onboarding meetings, validating and identifying customer needs, potential challenges, and key project timelines.
• Identify and mitigate the risk of churn effectively.
• Contribute to the development and implementation of best practices, processes, and tools to continually improve Dots’ Customer Success Program.
• Identify upsell and cross-sell opportunities within existing customer accounts.
• Work closely with the sales team to achieve client retention and growth targets.

Qualifications:

• 1-2 years of experience in customer service, sales, or a related field.
• Excellent interpersonal skills and the ability to build strong relationships with internal and external stakeholders.
• Strong communication skills, both written and verbal.
• Fluent in English.
• Ability to adapt to changing priorities and thrive in a dynamic work environment.
• Analytical and problem-solving skills with a focus on identifying root causes and implementing practical solutions.
• Experience with Intercom (or similar CRM) is a plus. We are happy to train the right person.