Customer Success Manager
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What is InContext Solutions?
InContext Solutions is a cutting edge provider of 3D virtual simulations and experiences for the consumer and shopper insights industry. We use the latest in video game technology to recreate life-like shopping environments, and use them as a vehicle for testing and visualizing an almost limitless variety in-store concepts and variables – from signage to new product packing, to interactive displays and completely reimagined retail experiences. We are honored that Brill Street + Company named us one of the Top 50 Employers for Gen Y Emerging Talent in Chicago in 2012 and 2013.
Job Description
InContext Solutions is an award-winning shopper and retail solutions company which provides 3D software and services to the Retail and Consumer Package Goods industries. We are looking to hire a motivated and entrepreneurially-minded Customer Success Manager to work with our Retail and CPG clients in our Chicago office. This individual will gain unparalleled experience acting as the main point of contact for training and supporting our ShopperMX SaaS product end users from a large portfolio of Fortune 500 clients (think Kellogg, P&G, Safeway…). You will work cross-functionally with key members of the InContext team through the entire product licensing lifecycle. This person will also have the opportunity to work with constantly-evolving virtual experience technology and play an active role in shaping this new and growing part of the market research landscape.
The Customer Success Manager will report to the Vice President of Customer Success. Day to day, this person will work with various members of their account teams, including senior members of the Sales, Research, Creative, Operations, and Technology teams. As a key member of the account team, the Manager of Customer Success must have a strong understanding of our clients’ needs and how InContext’s solutions can help solve them. This person will work with our clients as if he/ she is a part of their company, exceeding expectations while delivering against a consultative project plan.
Responsibilities:
- Act as the main point of contact for training and supporting our ShopperMX SaaS product end users, delivering exceptional service
- Work cross-functionally with key members of InContext teams in an effort to meet the client’s needs
- Analyze customer experience in all aspects of our service and product
- Become a subject matter, understand the needs of our clients as well as CPG industry trends and best practices
- Master our ShopperMX software so that demonstrations and training is seamless to the end-users
Qualifications:
- 1-3 years of experience working with end clients, preferably in the syndicated information services or SaaS product space
- Category management/analyst experience at a major CPG or retailer is a huge plus
- Have an understanding of common business challenges faced by consumer goods manufacturers and retailers
- Possess a service oriented background and experience training and supporting clients over an extended licensing lifecycle
- Be tech savvy
- Has a track record of success working with cross functional teams in a fast paced setting.
- Has strong verbal and written communication skills
- Has experience working directly with end clients and is comfortable in a client facing setting.
- Travel required 10%-20%
- Is intelligent and passionate about what they do
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