Who we are

For 20 years, our mission has been to increase the presence and accessibility of natural and organic products to encourage healthier and more vibrant living. By leveraging SPINS’ industry-leading proprietary data and analytics, our technology enables deeper, more engaged relationships between Retailers, Brands and Consumers through our platform, web, and mobile products. At the core of our work lies a passion to create a culture of sustainable health & wellness.

Our Customer Success organization

Our Client Support Team is an important component of our business and represents the ability to assist our clients understand, embrace, and gain value from our SPINS solutions. The Client Support Representative will apply interpersonal and analytic skills to business challenges which ensure the success of our customers. This high impact role will handle multiple clients in an entrepreneurial, problem-solving environment. The position reports to the Manager of Customer Support and will be based at the SPINS Corporate Headquarters, located downtown Chicago.

What You Will Do

Key Responsibilities

•  Operate as the lead point of contact for any day-to-day matters specific to your accounts
• Demonstrate product expertise and understand how our solutions drive value within our clients’ world
• Serve as customer advocate internally while effectively collaborating with internal, cross-functional teams including product management, sales, marketing, engineering and finance
• Present the platform and be able to communicate effectively to varied levels of users from analysts to C-Level users
• Provide advice and support related to client forums, client success initiatives, and other outreach programs
• Serve as the primary interface for product related issues during the implementation process and ongoing support
• Build strong client relationships and instill confidence across the organization especially with sponsors and technical contacts
• Ensure that customers derive maximum value from their investments in SPINS by fully leveraging our data and solutions
• Act as expert/specialist to the client in resolving product or technical issues
• Successfully review and manage inquiries from the client thru to resolution
• Collaborate with internal colleagues (Engineering, Strategy, Business Development, Sales and others) to drive improvement in quality, volume, service, and profitability
• Assist in the development and delivery of training materials for internal and external use
• On-board new users by confirming subscription parameters, providing login credentials, and hosting kick-off and check in calls
• As needed, provide ad-hoc training on a 1x1 basis or to a larger group of client users
• Contribute to Knowledge Base management such as adding FAQs or updating training content.
• Analyze client user behavior and usage activity - and generate reporting for key client meetings and marketing efforts – while recommending actions aimed at increased use

 What You Bring

Education and Experience Requirements

• Bachelor’s degree in Business Admin. or related quantitative (Math, Economics, Finance, Statistics) field of study
• 1-2 years’ of experience in Analysis or Customer Support; experience in the Natural/Specialty Industry or with other syndicated data is a plus
• Proven track record of problem solving
• Must be able to draw conclusions from raw data and summarize results quickly and efficiently
• Demonstrated ability to communicate effectively
• Adept at cultivating external and internal relationships
• Possess advanced MS Office skills (Word, Excel, PowerPoint)

Desired Skills and Attributes

• Strong focus on customer satisfaction
• Solid organizational and time management skills and proven ability to work independently

The SPINS Way

• Direct – We communicate with clarity, honesty and respect in all situations and embrace opportunities to provide solution-oriented feedback.
• Determined – We are committed to overcoming all obstacles to achieve results. We adapt to change, seek opportunities to learn and rapidly translate that learning into action.
• Passionate – We go above and beyond to help our partners achieve their goals. We challenge assumptions and are comfortable forging new paths.
• Collaborative – We leave our egos at the door, believing that working together we will produce an outcome that’s greater than each individual contribution.

Why SPINS?

If we haven’t convinced you to join us yet, this just might! Sure, we have a great core benefit program but SPINS also offers its team members:

• Company subsidized commuter transit program
• Gym, bike storage and showers onsite
• Fresh and healthy snacks daily
• Vibrancy 360 Wellness Program: Free yoga and fitness classes, onsite massage, volunteer opportunities, client product demos, outings, and more.