Open Position:	Sr Associate, Customer Success
Salary Range:	$70K-$80K

 

What is InContext Solutions?

InContext Solutions is the global leader in 3D simulation software and virtual market research methodologies for retail. By leveraging the power of 3D technology, we transform traditional merchandising practices and unlock deeper insights into shopper behavior. Our mission is to modernize merchandising, enabling brands and retailers to make faster, more confident decisions that drive business success.

 

Who we are?

We are a dynamic team of innovators: developers, market researchers, client service professionals, and VR enthusiasts. Together, we work to build cutting-edge virtual retail solutions while delivering maximum value to our clients.

 

About The Position

Customer Operations manages client projects and objectives across retail planning and execution and leverages best in class innovative technologies to deliver high quality, scalable virtual content and insights. We enable customers, through expert methodology and powerful insights, and best in class tools, to make confident and informed business decisions that yield an ongoing ROI. We are made of up three key areas of expertise: Customer Success, Insights, and Virtual Content & Operations. We utilize deep cross-functional knowledge to cohesively execute customer priorities on time, on budget and at highest quality.

 

As a Sr Associate, Customer Success, you will be the first point of contact for customer support needs, assisting with onboarding, training, and issue resolution. Your focus will be on delivering exceptional service, ensuring customers gain value from InContext Solutions’ software platforms, ShopperMX and ShopperMX GO, and documenting interactions to inform continuous improvement.  Additionally, you will lead efforts related to the virtual setup of quick turn research projects, as well as assist in developing customer success plans.

 

Responsibilities:

 

Customer Engagement

• Act as a key point of contact for assigned clients
• Execute onboarding and training for assigned accounts
• Build and maintain strong, long-term client relationships
• Consistent client engagement for assigned accounts
• Provide first-level troubleshooting for platform-related issues
• Respond promptly and professionally to client inquires

 

Operational Excellence

• Track and document customer interactions, feedback, and issue resolution
• Assist in improving onboarding and engagement processes
• Lead virtual setup for quick turn research projects
• Collaborate with internal teams to escalate and resolve complex issues

 

Strategic Impact

• Contribute insights to account plans and suggest opportunities for improving customer workflows

 

 

 

Qualifications and Skills:

• 2-4 years of customer-facing experience, preferably in SaaS or retail solutions
• Strong communication and organizational skills
• Problem-solving mindset with a proactive approach to customer issues
• An eagerness to contribute to a culture of camaraderie, recognition, and innovation

 

Salary and Benefits

The annual salary range for this position is $70K-$80K

Individual pay is determined by work location, job-related skills, and experience.

 

We offer a Full Benefits Package

Medical, Dental, Vision

401k with Company Match

Generous PTO Plan

Performance Bonuses

Remote Work from Home

 

Social Responsibility

Our Social Impact and Inclusion Team’s mission is to bring together the collective voices of those who can lead the way toward ongoing action, accountability, communication, education, and ownership when it comes to creating a lasting culture of diversity, equity, and inclusion.

 

Our Team’s mission is to create opportunities for our employees to get involved within their own communities while embodying our core values as advocates for a better future. Our diverse team of innovators want to make a difference in the culture around them- from building cutting-edge virtual retail technology to volunteering at a local food bank.

 

 

Equal Opportunity Employer

InContext Solutions is a company with a positive and inclusive work environment.  Diverse candidates are encouraged to apply.  All applicants will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.