About The Folklore

The Folklore Group is a conglomerate of B2B, consumer, and media products that enable the global ecosystem to seamlessly discover, connect with, and shop diverse brands in global markets. Our B2B SaaS product, The Folklore Connect, is a wholesale platform that provides software for diverse brands in global markets to manage and scale their wholesale business and retailers with a marketplace to discover and shop these brands.

The Folklore is a Techstars (Seattle 21’) and venture capital-backed company that has been featured by Vogue, Forbes, TechCrunch, Fast Company, and Inc. The company has a history of partnering with top luxury corporations like Farfetch to further promote its efforts to increase the visibility, opportunities, and financial success of diverse suppliers and suppliers in emerging markets.

About The Role

The Folklore is searching for a Customer Support Manager to cultivate strong relationships with The Folklore Connect’s brand and retailer customer base. This position will report to the Sr. Director of Sales, Retail. This individual will aid in the execution of the company's customer success strategy, through onboarding customers, assisting with inbound requests, and identifying and communicating insights to enhance customer experience. This role will require you to directly engage with all of our brand and retailer accounts. This is an opportunity to get in on the ground level and work closely with management to develop a barrier breaking, world-class company that will forever change the landscape of wholesale capabilities in emerging markets.

• Oversee the entire onboarding process for new brand and retailer users.
• Provide detailed training on platform functionality and new feature releases specific to the individual client's workflow.
• Maintain and build trusted relationships with existing customers to ensure positive user experience and product optimization.
• Provide daily remote support via phone, messaging, and video conferencing. Facilitate the resolution of customer needs and concerns through cross-functional teams and escalates issues efficiently and appropriately.
• Partner with Brand and Retailer Sales teams to exchange insight on customers product use and feedback that can aid in helping them update and execute on their sales strategy.
• Gather client feedback and be an advocate for client feature requests and work cross-functionally with our Product team to ensure customer satisfaction leading to customer retention.
• Manage the success of users by driving incremental value and return on the client's investment.
• Assess and cultivate long-term strategic goals utilizing business intelligence and performance data from internal tools to develop recommendations for driving your clients' KPIs.
• Execute upon selling strategies for the year/quarter/month to successfully hit KPIs and consistently monitor progress of your goals and share reports.
• Collaborate with cross functional partners in engineering and marketing to stay up-to-date on product offerings, align on appropriate messaging, feedback, and work on projects.

Who You Are

• A strong leader that takes action, can work well independently, and can make adjustments when necessary.
• Great communication skills, continuous learning, and bias for action.
• Great team player with passion for encouraging cross-functional collaboration and alignment.
• You are a creative problem-solver. You excel at identifying simple solutions to tough problems.