Job Title

Customer Success Associate

Location

Toronto, Ontario

About Us

Moselle is autonomous inventory and operations!

Moselle is an automated solution designed to simplify inventory planning and management. It empowers merchants to optimize their inventory replenishment and allocation effortlessly. In short, we help businesses determine the right quantity of products to order, the best timing for restocking, and how to efficiently place orders with their suppliers.

Role Overview

As a Customer Success Associate, you will collaborate with numerous brands operating in North America and Europe, providing assistance with forecasting, production planning, and procurement facilitated by the Moselle platform.

Responsibilities

Customer Relationship Management

• Build and maintain strong relationships with brand clients across North America and Europe
• Serve as the primary point of contact for customer inquiries and support requests
• Conduct regular check-ins and health assessments with assigned customer accounts

Platform Support & Training

• Onboard new customers to the Moselle platform and guide them through initial setup
• Provide training on inventory forecasting, production planning, and procurement features
• Troubleshoot platform issues and escalate technical problems when necessary
• Create and maintain customer support documentation and resources

Strategic Advisory Services

• Analyze customer inventory data to identify optimization opportunities
• Provide recommendations on inventory replenishment timing and quantities
• Assist customers with supplier order placement and allocation strategies
• Help customers interpret forecasting reports and make data-driven decisions

Customer Success & Retention

• Monitor customer adoption rates and platform engagement metrics
• Identify at-risk accounts and develop retention strategies
• Gather customer feedback and communicate product improvement suggestions to internal teams
• Track and report on customer success KPIs and satisfaction scores

Cross-functional Collaboration

• Work closely with sales, product, and engineering teams to address customer needs
• Participate in sales and product team meetings and share best practices
• Contribute to the development of customer success processes and playbooks
• Support customer expansion and upselling opportunities when appropriate

Qualifications

• Bachelor's degree in Business, Marketing, Communications, Supply Chain Management, or related field
• Proficiency in Excel/Google Sheets and comfortable learning new SaaS platforms quickly
• Strong written and verbal communication skills for client-facing interactions
• Previous customer service experience through internships, co-ops, or part-time work
• Detail-oriented with excellent organizational and problem-solving abilities
• Adaptability and eagerness to learn inventory management and forecasting concepts
• Experience with CRM systems or data analysis (through coursework, internships, or projects)

Bonus

• Is passionate about brands and the e-commerce landscape.
• Possesses experience with SQL or other data science platforms (e.g., Looker, Metabase).

Compensation and Benefits

• Competitive salary range based on region
• Equity options available
• Flexible working hours
• Annual HSA