Position Overview:
The Customer Success Team is dedicated to providing world-class service, ensuring customer satisfaction, and driving lifetime value growth across our StoresightAI customers. As a Customer Success Manager, you will serve as a critical link between customers and internal teams. Through close collaboration with both, you will ensure high-quality results that align with the unique needs of our customers.
We are seeking a highly motivated, proactive team player with excellent cross-functional collaboration skills to ensure customer success, promote customer retention, and deliver exceptional service. This role is ideal for a detail-oriented individual who enjoys problem-solving and is driven by the opportunity to serve others.
Key Responsibilities:
Customer Relationship Management:
- Serve as the primary point of contact for our customers, delivering best-in-class service through onboardings, trainings, business reviews, and contract renewals for our StoresightAI platform.
- Build and maintain strong, long-lasting customer relationships, acting as a trusted consultant and lead customer service contact.
- Proactively engage with customers to ensure timely renewals of annual subscription contracts and identify upsell/cross-sell opportunities for the sales team.
Operational Excellence and Data Analysis:
- Manage your work and customer interactions in our CRM system, Hubspot.
- Comfortably analyze your own customer data and trends from the StoresightAI platform to provide strategic insights to customers.
- Monitor customer progress and satisfaction, collaborating with the Data and Platform Operations teams to address any challenges efficiently.
Product Knowledge:
- Serve as a subject matter expert on the StoresightAI platform and products, educating customers on systems and processes to maximize their use of the platform.
- Work with customers to implement, expand, and enhance their engagement with StoresightAI's offerings.
Collaboration and Account Growth:
- Partner with the Sales, Data, Platform Operations, and Marketing teams to identify opportunities for customer retention and account expansion, contributing to overall business growth.
- Collaborate with teams across the organization to fulfill primary responsibilities and support the success of customer accounts.
Professional Development and Team Support:
- Work with team leadership on individual development and growth goals, continuously enhancing service delivery skills.
- Contribute to team success by sharing insights and best practices, fostering a collaborative environment that supports high-quality customer service.
Qualifications:
- 2+ years of professional experience within CPG or retail (strongly preferred).
- Ability to manage multiple projects simultaneously in a fast-paced environment with strict deadlines.
- Excellent business writing and communication skills.
- Strong ability to collaborate and excel in a team environment.
- A strong customer focus, with a commitment to meeting customer objectives and developing a deep understanding of their business.
- Proactive and service-oriented, always ready to take initiative and prioritize customer needs.
- Adaptable and capable of solving problems efficiently in changing situations.
- A dedicated individual committed to excellence, understanding that occasionally working outside regular business hours may be required to meet critical deadlines, support time-sensitive projects, or address urgent tasks.
- Organized and detail-oriented, with strong time management skills.
- Experience with Hubspot or other CRM systems (preferred).
- Familiarity with data analysis and the ability to interpret customer trends (preferred).
Benefits:
· PTO
· Health, Vision, & Dental Insurance
· Life Insurance
· Supplemental Insurance
· 401k and Company Match