NABIS - Remote Customer Success Jobs

• Overall owner of external comms between external partners and Nabis, while maintaining positive tone of partnership in communications (both internally and externally) to strive for customer delight • Actively monitor all comms (Zendesk, Slack, Phone, etc) between partners and Nabis. • Ensure timely response and effective communication by directly responding and/or monitoring all communications • Hold local team accountable to communication metrics (ie response and resolution times) • Work closely with Ops Managers to keep them in the loop about non-copied comms (phone calls and texts) - establish SOP’s to create visibility across all comms. • Serve as a secondary point of contact and closer for all handles. • Monitor active threads regularly for timely response and make sure no communications are left unattended. • Police archiving of all resolved threads in Zendesk, maintaining manageable inboxes • Serve as the primary point of contact on escalated situations, working with GM and Operations Managers to resolve. • Conduct Post-Mortems of escalated situations and write/assign SOP’s for future instances. • Serve as primary handle owner when needed. • Work to constantly develop, improve, and standardize Nabis communication to all brands • Train team on communication with partners • CX Team Manager • Manage, coach and develop CX associates, Sr. Associate and supervisor to perform all tasks accurately and efficiently while instilling a positive team culture and working environment • Be responsible for teams successes and losses, holding them accountable to established department KPIs and processes • Active Voice for Brands to local team and vice-versa with an emphasis on truly solving the problem for customers (rather than passing the ball) • Regularly update local operations on Brand developments and provide context on operational impacts. • Regularly evaluate operational pain points with Brands and guide Brands to mitigate • Brand Operational Onboarding • Seamlessly pickup onboarding process from Partnerships manager to facilitate a smooth transition to the CX team. • Provide white glove service for Brand’s first orders • Guide Brands through order creation and overall Nabis process, introducing them to handles and respective managers along the way and ensuring they are using Nabis in a most efficient and effective way • Actively following up to offer guidance and solicit feedback from Brands • Owning the operation’s seamless relationships with brands and stepping in when anything is less than perfect • Quarterbacking unprecedented partner requests and situations • Establish self as the point of contact for all escalated Brand/Retailer matters • Advise Operations Managers on solutions and take point where needed • Escalate to GM and Senior Leadership where needed. • Diligently handle sensitive situations, reach out to Brands in times of Nabis error, and actively work towards resolutions • Orchestrate and manage order changes – communicate with brands and internal team to make these inventory decisions quickly • Provide support to managers in resolving inbound inquiries • Perform post-mortems on escalated issues and author SOP’s to handle at OPs Manager level • Connecting Departments and closing operational gaps • Write and Connect SOP’s between all departments to eliminate operational and ownership gaps • Build relationships internally and foster collaboration / cooperation between departments • Identify accountability gaps or grey areas between departments and consult with GM on how to establish clear ownership. • Proactive Partner relationship development • Brand /Retailer insights - actively monitor brand sales v. how much product is incoming/ on shelves - initiate conversations with brands around returning product • Actively monitor and track fees, comps and special accommodations • Work with Senior Account Executive to understand terms of contracts and flag where not being met • Serve as floating backup managerProvide quotes and coordination for p2p’s, one-off requests, and new business • CX Team Manager