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Quick Summary

Overview

The Customer Success Manager (CSM) performs a key role in driving the health, retention,

Technical Tools

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The Customer Success Manager (CSM) performs a key role in driving the health, retention, and growth of Retail clients– measured by various indicators of customer health including NPS (Net promoter Score) and by the Gross Renewal Rate (GRR).

Responsibilities

~1 min read

→Track record of exceeding renewal targets and client satisfaction ratings
→Ability to articulate to clients a clear return of investment and maintain high customer satisfaction ratings measured through NPS
→Drive customer satisfaction by aligning with the client’s Key Performance Indicators (KPIs)
→Drive Customer References, Webinars & Case Study generation

Bachelor’s Degree
3-5 year’s experience in Customer Success, Account Management, Retail Pricing, or Merchandising
Experience in Corporate Retail (merchandising), Consumer Packaged Goods/FMCG, Retail
Strong interpersonal skills
Proven track record of successfully selling and servicing customers and managing ongoing customer relationships
Fluent and professional communication skills (verbal, written, and presentation) in English. Additional European languages beneficial
Proficiency with Office productivity and CRM software.
Readiness to travel up to 25% annually.

Problem Solving:

Educate clients on the offering strategy and roadmap and provide advice on how to best leverage the offering based on understanding of client needs.
Solicits client feedback on solution and provides input to Services, Support, Development, Operations and Offering Management
Drive Save action plans around at-risk accounts