Website glenbornjobs Glenborn Corporation

Our client is the leading platform for eCommerce acceleration for multichannel brands, and provides analytics and eCommerce enablement software to help product manufacturers and CPG companies understand their consumers’ online behavior, determine the best use of marketing dollars, and drive online sales. Their flagship product improves marketing effectiveness, drives market share over competitors, and strengthens a brand’s positioning with retailers. It enables brands to create shopping experiences connected to 200+ online retailers and streamline the path-to-purchase from any media, ad, or website.

ABOUT THE ROLE:

Our client is seeking a highly motivated, growth-focused, and results-driven Customer Success Manager to engage, enable and retain a portfolio of their customers. This role is focused on ensuring that customers receive maximum business value from our client’s services. The results of these interactions are customer retention, customer satisfaction and organically uncovering growth opportunities for the company through potential new areas of customer value.

RESPONSIBILITIES:

  • Ensures the customer is achieving business value for every stage of their customer lifecycle journey, post-sale. Occasionally, the CSM will collaborate during the pre-sales cycle to help with a seamless transition and positive customer experience
  • Act as a solution consultant by understanding the customer’s business drivers and tailoring your go-forward recommendations on how to leverage our client’s platform to achieve maximum business value
  • Is responsible for the adoption of all products and forecasting risk where adoption is missing 
  • Recommends and carries out joint strategic success plans with their portfolio of customers
  • Performs business reviews up through senior leadership to share progress, metrics, wins and recommendations for the future 
  • Captures customer product feedback and enhancement requests metrics and KPIs and documents them in Salesforce
  • Ensure customer satisfaction through a mix of timely proactive and reactive outreach activities
  • Share Customer Success stories to inspire marketing content and sales materials in a way that fosters company-wide understanding of Customer Value
  • Creates playbooks and informs processes for how our client can scale their approach towards supporting their largest and most complex customers

WHO YOU ARE:

  • 3-5 years as a Customer Success Manager within a SaaS organization, consultant, technical account manager or equivalent
  • Familiar with the Retail industry. CPG SaaS CS experience is a plus.
  • Proven track record of driving measurable customer outcomes and success
  • Documented client health scores and utilization targets within a Customer Success tool
  • Comfort handling a high volume of new and existing customers and are open to fluctuation
  • Experience navigating complex project implementations and/or programs
  • Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
  • A proven leader, exceptional communicator, and compelling presenter with an unbreakable resolve
  • Analytically savvy, familiarity with ROAS (a plus) and other e-commerce metrics clients are looking to optimize
  • Handled challenging or complex customers or situations and can demonstrate resolutions
  • Worked cross-functionally with account management, professional services, product and marketing peers
  • Ability to navigate data, systems and people to find answers

To Apply:

Apply below or email us your resume at info@glenborn.com

To apply for this job email your details to info@glenborn.com

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