Customer Success Manager

The Customer Success Manager should have an in-depth knowledge of the industry and should be able to maintain conversations with C-level as well as VPs of Procurement, IT, Supply Chain, at major retailers and food servicers, in North America. The Customer Success Manager has a deep understanding of complex supply chains and business processes (specifically in perishables), accurately depict company messages, advise customers on buying decisions, and foster relationships with decision makers to create brand loyalty. Excellent customer success managers can persuade their customers to use products and solutions in ways they hadn’t previously thought of and have an inherent knack for knowing what a customer needs by identifying inconsistencies and inefficiencies in their business processes. Ultimately, the Customer Success Manager is responsible for owning the retention and success strategies for the customers in their book of business. Customer Success Managers are required to prepare and present formal reports for key stakeholders (internal and external).

● Act as a consultant to your customers to guide them through their customer journey ● Create and maintain comprehensive account plans (business overviews, key business initiatives, success metrics, competitor analysis, relationship goals and strategy, sales opportunities and risk, action plans, et ● Develop and evolve internal KPI’s to track overall customer health and predict contract lifetime value ● Establish and maintain meeting rhythms to ensure all customers are contacted within a defined time period ● Promote retention of customers and overall positive experience with the brand ● Drive revenue growth in strategic accounts through assessing ever-changing customer business needs and pairing company products and solutions to achieve desired outcomes ● Lead highly strategic cross-functional and cross-organizational initiatives ● Engage customer executives (C-Suite) to become a trusted, credible, valued partner. Level set on expectations and gain buy-in on strategic plans. ● Ability to develop an in-depth understanding of customer’s use of product and solutions to uncover opportunities for new solution adoption ● Listen attentively to customer feedback and take action to address it ● Assist with onboarding efforts and other internal processes to facilitate positive customer experiences ● Communicate common customer behaviors to other departments and advocate for change based on customer needs while taking into account company goals and strategy ● Become an expert on all product/solutions offered by the company and offer insight and tips on best practices ● Attend industry conferences and training to maintain proficiency and act as trusted advisor ● Proactively report and escalate issues to management for resolution prior to customer escalation ● Perform other related duties as assigned; manage many customers concurrently

● Minimum of 5+ years of customer success, sales, or account management experience ● Expertise converting customer requirements into new product features and roadmap items ● Exceptional client management and communications skills, including experience with presenting formally to C-Suite executives ● Proven track record of customer revenue growth through upselling and cross-selling products and solutions to meet customer business needs ● Creative approach to problem solving and strong analytical skills ● Exceptional organizational/time-management and multitasking skills ● Comfortable talking about technical matters with business people and business matters with technical people ● Exceptional written and verbal communication skills, with the professional confidence and credibility to effectively engage and interact with all levels of an organization ● Demonstrated ability to lead high performing teams ● Strong working knowledge of IT applications, infrastructure, and technology stacks ● Strong understanding of software development life cycles ● Self-motivated, confident, and high-energy team player ● Experience implementing customer solutions in a professional services capacity a plus Education: Bachelor or Master degree Additional Requirements: Must have unrestricted ability to work in the United States. Must have the ability to travel as required around the USA and Canada.