Senior Manager Customer Success
Sorry, this job was removed at 2:02 a.m. (CST) on Saturday, May 6, 2017
By clicking Apply Now you agree to share your profile information with the hiring company.
Who are we?
InContext Solutions is a cutting edge provider of 3D virtual reality simulation software that enables confident decisions within the retail ecosystem. We use the latest in video game technology to recreate life-like shopping experiences, and use them as a vehicle for visualizing and testing an almost limitless variety of in-store concepts and variables – from signage to new product packing, to interactive displays and completely reimagined retail experiences. It allows our clients to identify opportunities for growth, reduce cost invested in evaluating these, mitigate risk of failed investment and get to market faster than traditional approaches.
The Position:
The objective of Customer Success is to help our clients generate value through our ShopperMX™ software and to capture & communicate this ROI to our clients. As a Senior Manager in the Customer Success team, you will partner with Customer Success leadership on key accounts as well as lead small to medium sized accounts. Customer Success is the primary point of contact for all ShopperMX™ clients and users. This position is based in Summit, NJ to support our fast-growing client base in the East.
Responsibilities:
- Manage overall client relationship to achieve bookings, revenue and margin goals
- Develop and maintain deep product knowledge
- Ensure successful onboarding and adoption of ShopperMX™ software and services
- Consult clients’ users, senior management and other stakeholders on best practices and use cases
- Establish, align and manage to client-specific ShopperMX™ goals
- Create and execute customer strategic use plan, including learning agenda
- Communicate and train clients on new features
- Be a vocal advocate for clients by providing VOC (Voice of Customer) internally to ensure client needs are communicated
- Network client organizations to identify and cultivate a pipeline of opportunities to leverage virtual simulations with ShopperMX to achieve ROI
- Respond to user questions and act as 1st line of support for troubleshooting
- Partner with Sales lead for renewal and upsell opportunities
- Partner with Operations to execute ShopperMX service-based projects
Qualifications:
- Self-motivated, independently driven, ability to learn & adapt on the fly is a must
- 5-7 years of professional, client facing experience (Sales, Account Management, Client Service, Customer Success, Category management)
- Consumer Packaged Goods & Retail Industry Acumen is required
- Category management, shopper research or analytics experience is a plus
- Software customer success/account management experience is a plus
- Strong relationship building and consulting skills
- Strong oral and written presentation and communication skills
- Strong strategic planning as well as tactical execution
- Ability to manage a wide range of and sometimes competing priorities with internal and external stakeholders
- Intermediate to advanced Microsoft office, particularly PowerPoint and Excel
Location: Summit, NJ (potentially open to our Chicago location)
Read Full Job Description