Customer Success Manager

POSITION SUMMARY

The Customer Success Team exists to provide world class service to our Clients. Ensuring Clients satisfaction and productivity is core to our mission. As a Customer Success Manager, you will serve as liaison between Clients and internal teams, collaborating to provide high-quality results that meet the Client's needs. We are seeking a highly motivated and proactive team player with excellent cross-functional collaboration skills to ensure Client success, promote Client retention, and deliver world-class service. This role is perfect for an individual who is detail-oriented, enjoys problem-solving, and is driven by the opportunity to serve others.

RESPONSIBILITIES

• Provide best-in-class service to Clients with custom audit, insights, or trial needs

• Act as the main Client point of contact for custom project needs, the primary consultant and lead customer service representative

• Serve as a subject matter expert on the Field Agent platform and products

• Identify, understand, and deliver on Client needs, expectations, and project objectives

• Educate Clients on Field Agent systems and processes, and work to implement and expand the Client's use of the Marketplace

• Manage project schedule(s) and Client budget, to ensure the timely delivery of results and an accurate invoicing process

• Develop project costs and work closely with Finance to ensure an efficient and accurate invoicing process

• Help identify opportunities and work within the Growth team to drive client retention and account expansion

• Proactively engage with Clients to ensure timely renewals of annual subscription contacts

• Collaborate cross-functionally with broader organization to fulfill primary responsibilities

• Work with team lead on individual development and growth goals/needs

• Build and maintain strong, long-lasting Client relationships

• Deliver with excellence in all team and Client communications and interactions

QUALITIES FOR SUCCESS

• Ability to manage multiple projects at once

• Strong business-writing and communication skills

• Ability to ensure quality work in a fast-paced environment with strict deadlines

• Strong client focus - will work to meet client objectives and develop an understanding of their business

• 2 - 5 years professional experience within CPG or retail strongly preferred

REPORTS TO:

Director of Customer Success