Our company is looking for dynamic Customer Success Manager that can make a direct connection between a companys strategic goals and how our solution is implemented and used by the customer, ultimately driving major business outcomes for customers.
Your passion will drive your customers success as well as company As a Customer Success Manager, you will be responsible for everything about your portfolio of customers after the initial sale. Youll work with other team members to drive the initial implementation and integration.
You'll educate established customers about new functionalities, best practices, industry developments and otherwise increase the value company delivers to their organization.
You will develop a deep understanding of customer engagement and the company platform so as to create and evolve best practices around the technology.
In this role you will:
* Be a trusted point of contact for company portfolio of customers, beginning from the Implementation, project success, and renewals.
* Proactively engage each account to ensure that every company functionality and offering is being leveraged, maximizing the value of each company subscription
* Work with customers to develop a plan, including metrics for success that outlines how company will be addressing their immediate and future needs.
* Provide continuing education for customers to maximize product usage.
* Work cohesively with Sales, Product, Support and Data to ensure fast and managed implementation and deployment.
* Constantly think of innovative ways company can increase renewals and drive long term customer success. A proactive approach is taken for each account where cross-selling and up-selling is made a priority.
* Distribute product expertise through delivery of training and planning workshops to clients.
* Pro-actively analyze customer product usage and provide strategic advice to the customer around how they can better engage their internal and external users
* Liaise with customers to track additional requirements and features
* Work with product, support and R&D to meet customers requirements
* Work closely with data analysts to provide customers added value analytics and professional out of the system reports and insights.
Requirements: * A minimum of 3 years demonstrated experience working with key customer management, account management, consultancy or sales roles.
* Demonstrated experience with account planning with complex customer structures.
* Proven track record of establishing strong customer relationships across levels of an organization.
* Working in SaaS hi-tech company/ startup as a B2B customer success manager - an advantage.
* Proven track record in delivering great value to your customers.
* Excellent presentation and communication skills.
* Strong communication and interpersonal skills.
* Diplomacy, tact, and poise when working through customer issues and escalations.
* Strong organizational/time management skills and the ability to manage multiple projects simultaneously.
* Demonstrated ability to effectively work cross-functionally.
* Demonstrated ability to manage complex projects, align resources and manage to measurable business and technology outcomes.
* Strong analytical skills, proven experience with data analytics and creating insights out of complex data.
* experience in retail industry, FMCG market, and shopping behavior analytics - an advantage. Also need to have:
* Excellent English, other languages such as Spanish or French is advantage.
* Excellent proficiency in Excel.
* Strong Microsoft Office Experience.
* Bachelors degree This position is a full-time position
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