Customer Success Manager

Role overview

At Retail Insight, we believe we can reinvent retail operations through advanced analytics, growing sales and profitability for our global retail and consumer goods clients.

The role of the Client Service Manager is to work together with our client-based analytical teams, to ensure Retail Insight is continually providing best-in-class customer service and client satisfaction.

As the primary day-day contact for the client, you will continue to foster the partnership-based approach we have developed with a leading Tier 1 retailer. 

In this role, you’ll get to

• Identify, create and maintain strong relationships with the clients’ operational teams, to ensure the best ongoing engagement throughout the customer’s lifetime.
• Put forth a communications strategy that maintains and fulfil high customer satisfaction.
• Take customer success reviews periodically and resolve concerns with the assistance of the Client Support Teams.
• Lead monthly service review meetings with key client stakeholders.
• Act as the liaison with the technical team, analyst teams and other areas of the business to ensure the best of customer satisfaction whilst aligning the internal resources to meet and exceed the customer requirements and deadlines.
• Foresee and identify the expansion, upsell and cross-sell opportunities and partner with sales to close such leads.
• Efficiently plan and prioritize customer activities and follow up in a timely fashion.
• Understand the demand of your client and act as the voice of the customers internally to ensure continued success.
• Co-ordinate resolution of client service issues with Retail Insight Engineering team and client IT teams. Ensuring incidents are captured and dealt with in a timely manner.
• Be an effective market research function for our business, listening closely to changing customer behaviours and requirements to ensure products are continuously developed.
• Coach and develop team members to deliver an outstanding customer experience.
  

We are looking for people who

• 5+ years working in senior Retail/CPG Operations or Supply Chain.
• 3+ years working in enterprise software, SaaS, analytics, customer accounts, or other applicable fields is advantageous.A high degree of computer literacy, numeracy and analytical skills is required.
• Knowledge of analytics and business intelligence landscapes and experience demonstrating software/analytics platforms is advantageous.
• Working knowledge of sales pipeline and CRM software (HubSpot or similar) is beneficial.
• Stellar presentation skills, client management and written communication skills.
• Strong leadership, teamwork, and collaboration skills.
• Willing to travel periodically based on the business and project’s needs.
• Should have a passion for benefitting customers and a desire to deeply understand their needs.
• Capability to gain trust and credibility by addressing customer’s needs and concerns.
• Bachelor’s Degree in a related field or equivalent experience is required; Master’s degree is advantageous.