As the Customer Success Manager you will place the customer at the center of everything we do making their journey simple, valuable and delightful. Constantly combining strategy and execution to drive growth and adoption of our product and glean strategic insights that improve the product value and the customer experience. This experience will result in retention and evangelism of the product and Company.
A day in the life for you will mean you are responsible for:
-Customer Success and account management for key clients. You will own the strategy development, innovation, definition and execution of client requirements (innovate new feature based on client feedback), key client partnerships, onboarding, pilot implementation, rollout and ongoing relationship.
-Work with our development team in defining core feature requirements, communicate bugs and ensure the fixes are communicated with urgency to the customer.
-Share data driven insights and make recommendations to improve customer goals.
-Strong retail operations experience (labor and reporting a plus). Have spent time on the ground with retail store teams to understand and identify business critical issues in order to develop a plan that includes high level planning and alignment of tactics and strategies.
-Demonstrated foresight to anticipate what is working through data driven solutions, if not working how to adjust and recommend solutions.
Strong analytics and reporting skills, understand what is happening at macro and micro level, known as someone who “reads between the lines” through data.
-Ability to communicate and influence effectively with all levels inside and outside the organization (you will be working with Senior Leadership).
Strong diagnostic and analytical skills and financial acumen
Business Plan development with the ability to lead and drive projects to completion
-Stellar communication skills, collaborating cross-functionally to achieve business objectives, while providing a clear pov adapting and understanding the needs of the customer.
-Establish and demonstrated best in class customer focus that zeros in on how to ensure delight on every interaction.
-Dynamic, driven, energetic, engaging and ability to think analytically and drive for results.
-An innovative thinker who enjoys learning and solving problems.
-Ability to motivate, inspire in adoption business environment.
Understanding of Retail Interdependence amongst:
-Store Operations vs Field Organization
-Key Retail KPI and metrics (SPLR, sales, conversion, UPT, AT,etc)
-Compensation and Benefits
Bonus points for working knowledge:
-Labor management systems
-Change management and organizational adoption
-Minimum 3- 5 years experience in strategic or analytics reporting role, or labor modeling/reporting retail operations role that lead to strategic planning to operational excellence required
-Rock solid business acumen, a deeply strategic approach to problem solving, and an interest in the long game
-Must be a highly motivated, enthusiastic team player, driven by creating innovative customer success
-Exceptional situational presence, relationship building, intellect, ethics, and judgment that engenders credibility and trust
-Polished communicator, persuasive presenter, fast on your feet, and innately organized; Superb negotiation and diplomacy skills
-A style that combines quick, entrepreneurial decision-making with enterprise process and organization
Enterprise Software Retail
Customer Success Management