Senior Manager, Customer Success

Posted on Apr 12

The Department

The objective of Customer Success is to help our clients generate value through our ShopperMX™ software and to capture and communicate this ROI to our clients.

Your Role

As a Senior Manager in the Customer Success team, you will partner with Customer Success leadership on key accounts as well as lead small to medium sized accounts. Customer Success is the primary point of contact for all ShopperMX™ clients and users. This position is based in Chicago, IL to support our fast-growing client base.

Responsibilities:

• Manage overall client relationship to achieve bookings, revenue, and margin goals
• Develop and maintain deep product knowledge
• Ensure successful onboarding, training, and adoption of ShopperMX™ software and services
• Consult clients’ users, senior management and other stakeholders on best practices and use cases to drive implementation
• Establish, align, and manage to client-specific ShopperMX™ goals
• Create and execute customer strategic use plan, including learning agenda
• Communicate and train clients on new features
• Be a vocal advocate for clients by providing VOC (Voice of Customer) internally to ensure client needs are communicated
• Network client organizations to identify and cultivate a pipeline of opportunities to leverage virtual simulations with ShopperMX to achieve ROI
• Respond to user questions and act as first line of support for troubleshooting
• Partner with Sales for renewal and strategic upsell opportunities
• Partner with Project Operations to execute ShopperMX service-based projects
• Partner with Product team to develop product strategy in line with customer needs and use cases

Requirements

• Must be self-motivated, independently driven, hard-working, and able to learn and adapt on the fly
• 4-6 years of professional, client facing experience (Sales, Account Management, Client Service, Customer Success, Category Management)
• Consumer packaged goods and retail industry acumen is preferred
• Category Management experience is a plus
• Software customer success/account management experience is a plus
• Shopper research or analytics experience is a plus
• Strong relationship building and consulting skills
• Strong oral and written presentation and communication skills

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