Senior Manager Retailer Customer Success

As the Senior Manager, Retailer Customer Success, you will be responsible for the delivery of client value and satisfaction through strategic insights and optimal service model leveraging best practice analysis and servicing frameworks. Key accountabilities include the responsibilities listed above.

Responsibilities

Delivering ongoing insights, analytical and technical value, thought leadership; Identifying opportunities and handing off to Account Executive team; Customer satisfaction and NPS; Targeted engagement across organization aligned to service model for the customer tier; Responsible for VoC arising from day-to-day relationship with customer; Escalation point for reporting and insights hotspots; Support and coach analytic and insight team members to drive best practice; Developing strategic service delivery elements of joint business plan; Defining service model and deliverables during proposal development

Requirements

Be professional, well presented and willing to roll up your sleeves with a fun and energetic team; Have excellent attention to detail and strong written and verbal communication skills; Experience with the Google suite of programs including Google Docs, Slides, Sheets, Gmail; Experience using Microsoft PowerPoint and Excel; Be self-motivated, adaptable and proactive; Demonstrated ability to handle highly confidential information with discretion, sensitivity and care

Benefits

Flexible working environment; Volunteer time off; LinkedIn Learning; Employee-Assistance-Program (EAP)