Customer Success Manager

Charlotte, NC, United States

Customer Success Manager

Job Summary

The Customer Success Manager is focused on proactively consulting strategic customers on procurement processes and dilemmas to drive customer success/product adoption and build strong relationships. The two main goals of the customer success organization are to drive customer retention and identify opportunities where an iTN solution could help customers achieve long-term goals . The Customer Success Manager should have an in-depth knowledge of the industry and should be able to maintain conversations with C-level as well as VPs of Procurement, IT, Supply Chain, at major retailers and food servicers, in North America. Specific responsibilities include: customer retention, identifying growth opportunities, creation of strategic action plans, planning and leading executive business reviews, establishing and refining tools and processes internally to facilitate customer interaction, and acting as a liaison between Sales, Customer Support, Product Management and other internal departments to deliver a best-in-class customer experience.

The Customer Success Manager has a deep understanding of complex supply chains and business processes (specifically in perishables), accurately depict company messages, advise customers on buying decisions, and foster relationships with decision makers to create brand loyalty. Excellent customer success managers can persuade their customers to use products and solutions in ways they hadn’t previously thought of and have an inherent knack for knowing what a customer needs by identifying inconsistencies and inefficiencies in their business processes. Ultimately, the Customer Success Manager is responsible for owning the retention and success strategies for the customers in their book of business.

Customer Success Managers are required to prepare and present formal reports for key stakeholders (internal and external).

Responsibilities

Act as a consultant to your customers to guide them through their customer journey

Create and maintain comprehensive account plans (business overviews, key business initiatives, success metrics, competitor analysis, relationship goals and strategy, sales opportunities and risk, action plans, et

Develop and evolve internal KPI’s to track overall customer health and predict contract lifetime value

Establish and maintain meeting rhythms to ensure all customers are contacted within a defined time period

Promote retention of customers and overall positive experience with the brand

Drive revenue growth in strategic accounts through assessing ever-changing customer business needs and pairing iTrade’s products and solutions to achieve desired outcomes

Lead highly strategic cross-functional and cross-organizational initiatives

Engage customer executives (C-Suite) to become a trusted, credible, valued partner. Level set on expectations and gain buy-in on strategic plans.

Ability to develop an in-depth understanding of customer’s use of product and solutions to uncover opportunities for new solution adoption

Listen attentively to customer feedback and take action to address it

Assist with onboarding efforts and other internal processes to facilitate positive customer experiences

Communicate common customer behaviors to other departments and advocate for change based on customer needs while taking into account iTrade’s goals and strategy

Become an expert on all product/solutions offered by the company and offer insight and tips on best practices

Attend industry conferences and training to maintain proficiency and act as trusted advisor

Proactively report and escalate issues to management for resolution prior to customer escalation

Perform other related duties as assigned; manage many customers concurrently

Skills/Qualifications

Bachelor's degree and 8-10 years of experience in a customer-facing role, such as Customer Success, Customer Support, Professional Services, or Account Management

Exceptional client management and communications skills, including experience with presenting formally to C-Suite executives

Proven track record of customer revenue growth through upselling and cross-selling products and solutions to meet customer business needs

Self-motivated, confident, and high-energy team player

Creative approach to problem solving and strong analytical skills

Exceptional organizational/time-management and multitasking skills

Comfortable talking about technical matters with business people and business matters with technical people

Exceptional written and verbal communication skills, with the professional confidence and credibility to effectively engage and interact with all levels of an organization

Demonstrated ability to lead high performing teams

Expertise converting customer requirements into new product features and roadmap items

Strong working knowledge of IT applications, infrastructure, and technology stacks

Strong expertise with project management software tools, methodologies and industry best practices

Strong understanding of software development life cycles

Experience implementing customer solutions in a professional services capacity a plus

Education

Bachelor or Master degree

Additional Requirements

Must have unrestricted ability to work in the United States.

iTradeNetwork, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA/M/F/Vet/Disability

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) Customer Success

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