Customer Success Manager at Label Insight

| Chicago
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As a Customer Success Manager you will play a critical role in building and expanding lasting relationships with Label Insight customers and partners, and provide expert support to users of our solutions. This specific position will focus on relationships with retail customers and helping manage customized retailer health and wellness solutions.  The ideal candidate brings strong customer support and enterprise organization experience, thrives as a collaborative team player and is comfortable in a very fast paced, high-growth startup environment. This position will report directly to the Manager, Customer Success.

Responsibilities:

  • Proactive focus on delivering an outstanding customer experience and driving to achieve successful customer outcomes.
  • Become trusted resource for users of LI solutions at customers and partners.
  • Maximize delivered value and stickiness of LI solutions to existing customers by executing account management plans to deliver updates on LI solution updates, on-site programs, training new users, etc.
  • Work closely with customer champion / program leads and business relationship owner to understand their metrics of success for LI projects and their own related performance measures, collaborate to drive maximum results in each area.
  • Expand circle of contact within customer organization areas that deal with product data, supporting systems and partners.
  • Identify new potential applications / use cases for for LI solutions, and expansion sales opportunities, via increasing footprint of existing contracted solutions, enabling introduction of new products / solutions sets.
  • Deliver best practice recommendations to maximize customer's usage and derived value from LI solutions.
  • Become proficient in usage and value elements of all LI solutions.
  • Develop and deliver training to users on LI solutions, including customizing when appropriate.
  • Collaborate with product teams when appropriate on introduction of new product elements, and providing input on new features.
  • Work collaboratively with other groups within the Customer Success department to ensure full customer support.
  • Continuously focus on identifying opportunities to optimize support delivery process, bring forward ideas to improve efficiency and scale.
  • Assist in organizing voice of customer feedback to internal teams on products, solutions and other aspects of project execution.

Skills & Qualifications:

  • Education: Bachelor of Science or similar degree in related technical or business field
  • 3+ years experience working in a support or account management role for IT / data solutions in large enterprises, SaaS environment experience desirable.
  • Experience with support management tools desirable.
  • Excellent communication and documentation skills.
  • Familiarity with SaaS environments, and agile development and business methodologies.
  • Familiarity with food label data elements and attributes; SmartLabel digital consumer product data presentation is desired.
  • Experience working with CPG manufacturers and retailers is desired.
  • Understanding of retailer health and wellness programs a plus.

About Label Insight:

Label Insight is a rapidly growing VC backed startup growing in both the St. Louis and Chicago markets. We are the industry’s most powerful and innovative CPG product data insight exchange for CPG manufacturers and retailers. The industry’s largest retailers and manufacturers rely on our  platform as an integral solution to manage their product data, increasing their ability to respond to the demands for transparency in the market. Label Insight’s partnership with the FDA, proprietary technology, and scientific data structures set us apart from all other solutions in the industry. Our mission has always been to make vast amounts of product label data accessible and easily analyzable. 

Our Values:

  • Transparency:  We share information freely and concisely as a team
  • Collaboration:  We respect diversity and work toward the solution together
  • Iteration and Innovation:  We speak up early, are honest about our limits, and leverage failure as an asset
  • Intellectual Honesty and Humility:  We encourage open debate and favor the best ideas
  • Accountability: We own the successes and failures of our team
  • Quality Driven: We hold our work to the highest standards and embrace problems as opportunities

 

Perks of the job:

  • Unlimited paid vacation
  • Remote work policy
  • Flexible work hours
  • Kitchen stocked with snacks, drinks, a kegerator and more!
  • Casual, dog-friendly, open-layout workspace
  • Company subsidized Health Insurance, and 401(k) and commuter benefits
  • Competitive salary and stock options
  • Catered team lunches every other week
  • Regular team events and happy hours
  • Maternity/Paternity Leave
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Technology we use

  • Engineering
    • JavaLanguages
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    • PythonLanguages
    • ScalaLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
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    • SpringFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases

Location

Whether you're driving or taking public transportation, our West Loop location is easy to find!

An Insider's view of Label Insight

What’s the vibe like in the office?

It is amazing to me that transparency is at the center of our product AND our values. I think it is really unique to be at a company that is so open and honest with all of its employees. I feel lucky every day to work for Label Insight where I am surrounded by smart people solving real problems for consumers.

Jessica

Senior Product Manager

What does your typical day look like?

My day starts with our team's daily stand, and I'll usually have another agile ceremony (grooming, sprint planing, etc.). I also sync with the designer and PM to review upcoming features, user interviews, and wireframes. The rest of the day is spent working on new features, tackling tech-debt, and contributing to shared front-end infrastructure.

Janine

Software Engineer

How do you make yourself accessible to the rest of the team?

Accessible is equal parts attitude and action. It starts with valuing all people and being intellectually curious, then living out actions like sitting with the team in open workstations, hosting lunches and weekly 360s, joining team events, and engaging in platforms like Slack. But the most important is the attitude that everyone's input matters.

Todd

CEO

What makes someone successful on your team?

We look for friendly people who are happy engaging in healthy, vigorous debate, and who have the drive and courage to proactively learn and try new things. We really value autonomy, so we want people who will also appreciate and take advantage of that. In my experience, these traits naturally come out over the course of the hiring process, and are

Noah

Lead Software Engineer

What are Label Insight Perks + Benefits

Label Insight Benefits Overview

The Benefits & Perks of Joining Us:
Competitive salary and stock options
Flexible work hours
Flexible paid time-off on top of 12 business days for standard holidays (Label Insight is closed for 1 week during the winter holiday season)
Company subsidized health insurance, dental and vision benefits
Paid Maternity and Paternity Leave
401(k) Plan
Employer Paid Basic Life Insurance Policy and STD/LTD
Transportation/Commuter benefits
Employment Referral Bonus
Educational Assistance and Management Training Programs
Casual and collaborative, open-layout work space - dog-friendly office in Chicago
Catered team lunches - every other week
Cold brew and beer on tap
Regularly scheduled team gatherings

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Foosball, Darts.
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
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