Customer Success Manager (Technology Offerings) – Sustainability Software

Our client works with local innovators to bring ethical waste management services to underserved communities. Their Verified Plastic Removal projects across the globe fight pollution, support infrastructure development and innovation to scale up, and catalyze economic empowerment.

ABOUT THE ROLE:

As the Customer Success Manager, you will be successfully managing all client relationships on our client’s technology offerings and helping deliver value to customers through effective onboarding; ongoing customer support; and feedback loops into product development and refinement. You will Develop playbooks/processes for how our client engages with customers at each lifecycle stage to ensure high retention and learning for their nascent technology offerings and directly enable product development- consulting with customers to inform our client’s identification of key pain points they seek to solve through their technology offerings.

Key Responsibilities:

1. Client Retention and Growth Strategy: Become a true business partner for your clients, understand their needs, and how our client’s solutions could help them reach their goal. Develop and execute a comprehensive retention and growth strategy for your client portfolio.

• Client Onboarding: This involves collaborating with the Sales team to lead the onboarding process for new clients and continuously improving onboarding procedures.
• Client Relationship: Own and actively nurture crucial client relationships globally to ensure consistent high-quality value-added experiences. Communicate and present project updates and recommendations to key stakeholders internally & externally.
• Client Strategy and Communications: Identify key accounts within your portfolio and craft engagement strategies to enhance client retention through high-touch communications.
• Tech Enablement: Identify accounts that can benefit from automation or require manual processes, aligning these decisions with the overarching retention and growth strategy. Develop analytical dashboards using HubSpot to assess efficiency and compliance, and propose meaningful metrics throughout the sales pipeline to facilitate data-driven decision-making.
• Client Interaction Streamlining: Use and help to create a user-friendly plug & play content toolkit to streamline client interactions, ensuring efficiency and consistency.

2. Impactful Upselling: Grow your client revenue by seeking for opportunities of upsell, aligning seamlessly with the growth strategy, and driving referrals. Collaborate closely with the impact team to formulate innovative social and environmental ideas that can be presented to clients for upselling.

3. Customer Satisfaction: Ensure client satisfaction by enabling omnichannel brand storytelling, creating a compelling and consistent brand narrative

4. Client Knowledge: Develop a profound understanding of clients, ranging from Fortune 500 brands to e-commerce retailers across North America, Europe, and Asia, to tailor your approach effectively.

REQUIREMENTS:

• Industry Knowledge: A solid understanding of environmental, social, and governance (ESG) principles, as well as environment, health, safety, and sustainability (EHS&S) management, is crucial.
• Work Experience: 3-4 years of experience in corporate/business partnerships, customer experience/success, business development, or related roles. Experience within the B2B Software or Technology environment is highly preferred.
• Effective Communication: Exceptional verbal communication skills and the ability to cultivate and maintain relationships with sustainability leaders, international CPG brands, and other relevant stakeholders.
• Data Proficiency: Proficiency in data analysis to identify trends and gaps in business development, diagnose challenges, and devise effective solutions.
• Relationship Building: Demonstrated ability to build empathetic and trusted relationships, both within the organization and externally.
• Organizational Skills: Strong organizational skills and a strong work ethic, with expertise in key project management tools such as Asana, Moxo (optional), HubSpot, and Google Analytics.
• Adaptability: Ability to thrive in a fast-paced startup environment, demonstrating skills such as rapid prototyping, resourcefulness, creative problem-solving, and sound evaluative judgment.

To Apply:

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