The Customer Success Manager (CSM) performs a key role in driving the health, retention, and growth of Retail clients– measured by various indicators of customer health including NPS (Net promoter Score) and by the Gross Renewal Rate (GRR).
Primary Responsibilities
- Work with your assigned clients to build a mutually agreed upon ‘Success Plan’ with performance objectives and critical milestones
- Build and sustain relationships with key stakeholders and decision makers, including C-level executives in assigned accounts with the goal of becoming a trusted advisor throughout the client base
- Conduct Executive Business Reviews to understand current adoption and deployment, business relationship and general issues and leverage them to better position company’s full portfolio for expansion
- Facilitate the involvement of the broader company’s family including Support, Product Management, Product Development, Services, Marketing, Partners and Solution Engineering to ensure client success and to meet account performance objectives / customers’ expectations
- Work with clients and Marketing to create referenceable accounts, case studies, webinars and more
- Drive attendance to company events
- Encourages participation in global and regional user events; leverages online and in-person customer events to share leading best practices.
Key Success Criteria
- Track record of exceeding renewal targets and client satisfaction ratings
- Ability to articulate to clients a clear return of investment and maintain high customer satisfaction ratings measured through NPS
- Drive customer satisfaction by aligning with the client’s Key Performance Indicators (KPIs)
- Drive Customer References, Webinars & Case Study generation
Skills
- Bachelor’s Degree
- 3-5 year’s experience in Customer Success, Account Management, Retail Pricing, or Merchandising
- Experience in Corporate Retail (merchandising), Consumer Packaged Goods/FMCG, Retail
- Strong interpersonal skills
- Proven track record of successfully selling and servicing customers and managing ongoing customer relationships
- Fluent and professional communication skills (verbal, written, and presentation) in English. Additional European languages beneficial
- Proficiency with Office productivity and CRM software.
- Readiness to travel up to 25% annually.
Communication/Negotiation:
- Become a trusted advisor to our clients.
- Establish regular communication cadence with internal and external key stakeholders including C-suite.
- Coordinate activities throughout client lifecycle including ongoing education, services, and operational delivery objectives.
- Experience negotiating high value, multi-year agreements.
Problem Solving:
- Educate clients on the offering strategy and roadmap and provide advice on how to best leverage the offering based on understanding of client needs.
- Solicits client feedback on solution and provides input to Services, Support, Development, Operations and Offering Management
- Drive Save action plans around at-risk accounts