Member Success Advocate

| Chicago
Sorry, this job was removed at 12:07 p.m. (CST) on Tuesday, May 28, 2019
Find out who's hiring in Chicago.
See all Customer Success jobs in Chicago
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Position Description:

To generate and foster a mutually beneficial relationship between assigned clients and FTD while being the person responsible for the overall success of the shop.

Primary Duties & Responsibilities:

  • Work closely with assigned client base to implement tactics that result in an improved client success regarding defined revenue categories, improved retention of clients and implementing strategic education programs.
  • Work closely with internal specialists developing solutions for member success criteria.
  • Maintains regular communication with assigned clients through monthly or quarterly phone conversations to provide status updates on progress, results, and opportunities.
  • Serve as an internal key point of contact for assigned clients and field sales organization to handle the critical needs of our member clients.
  • Develop an in-depth understanding of each assigned client and analyze data to provide relevant and meaningful suggestions and solutions.
  • Understand floral and gifting categories such as occasions, holidays, wedding, sympathy, home décor, etc. to communicate relevant and meaning full suggestions, solutions.
  • Leverage data such as consumer satisfaction scores, consumer comments, refunds, refusals, order volume by source, demographics, e-commerce traffic, site conversion, wholesale pricing, retail pricing, store level revenue, marketing stats, cost of goods, product margins, and inventory
  • Maintains a thorough understanding of the available products, services, technology, and solutions offered by FTD for the benefit of the client.
  • Recommend products, services, technology, and solutions that can drive measurable improvement in defined revenue categories, reduction in supply costs, growth in customer base, and consumer satisfaction.
  • Other duties as assigned

 

Knowledge, Skills, and Abilities:

  • Bachelor's degree preferred
  • 2-5 years of experience in business-to-business relationship management or consultative sales.
  • Prior experience in the floral and gifting industry highly preferred.
  • Superior communication and presentation skills (verbal, written, and interpersonal) with experience in working with small and medium businesses.
  • Excellent organizational skills -- follow up, prioritization and multi-tasking
  • Strong passion for helping others succeed
  • Strong problem-solving skills and the ability to improve processes
  • Proven experience in managing and enhancing small business revenue and expenses.
  • Must be solutions oriented, self-accountable and have a passion for success for our customers before personal success.
  • Strong team orientation and the ability to work well with others including handling difficult challenging and thought-provoking conversations in a positive manner.
  • Ability to work independently and make solid recommendations, and execute solutions with positivity and efficiency.
  • Must be comfortable working with and analyzing data quickly, making decisions and recommendations to clients and internal teams.
  • Strong PC knowledge - Windows, Excel, Word, PowerPoint, Outlook, Apps and smartphones.
  • Experience with ERP systems such as J.D. Edwards, Oracle, and SA
Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Location

We also have an office in the heart of Downtown Chicago at 200 N LaSalle

Similar Jobs

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about FTDFind similar jobs