SPINS, a Chicago-based SaaS company, is seeking a Customer Support Manager to join its Customer Success team. 

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.

WHO ARE WE?

• We eat collaboration and curiosity for breakfast
• We communicate quickly and succinctly
• We believe in roles instead of jobs
• We take initiative independently and hurdle challenges together
• We discuss, debate, decide and do with the same rapidity as we iterate our platform
• We are a talent ecosystem whose health is predicated on each individual’s ability to support every other individual’s success.

WHO ARE YOU?

• Someone energetic, empathic and earnest
• Someone who wakes each morning thinking of which opportunity they will grab today
• Someone that refuses to give up when the path isn’t paved
• Someone that consistently delivers quality work on schedule
• Someone who would rather build the right tool to do the job than wait until they’re handed one
• A creative thinker as adept at looking at the Big Picture as they are at the details

WHAT DO WE NEED?

SPINS is looking for a Customer Support Manager to build, maintain, and grow strategic relationships with our customers. This role requires a consultative and holistic approach to the customer lifecycle. This includes providing guidance and leadership through the onboarding process, proactively identifying opportunities that provide additional value for our customers over time, and early identification and resolution of at-risk customers. As the primary advocate for your customers, you will also work closely with our product and engineering teams to assure that customer feedback is being incorporated into development decisions, thus ensuring greater overall product adoption and driving greater business value and satisfaction.
The ideal candidate would be a strong leader with Client Service experience who wants to have a direct impact on the growth and success of the Natural product industry.

This position is located in the SPINS' Chicago office, located in the River North neighborhood.

WE'LL BE COUNTING ON YOU FOR...

• Owning the ultimate success of SPINS’ customers, including initial onboarding and product adoption, and client satisfaction
• Ensuring that customers derive maximum value from their investments in SPINS and fully leverage our data and solutions on an ongoing basis
• Looking for additional revenue opportunities that can be handed over to our Sales team
• Conducting client and internal training on SPINS’ proprietary software.These trainings will be both web-based and in-person
• Developing a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand customer's business strategy and measurements for success
• Serving as a customer advocate internally while effectively collaborating with internal, cross-functional teams including product management, sales, marketing, engineering and finance
• Ensuring all SPINS activities are closely aligned with the customer's business needs and strategy
• Leveraging understanding of SPINS data to provide relevant advice to customers' business needs
• Partnering with sales and account management to ensure alignment at all levels of the relationship throughout the partnership
• Some travel will be required (

YOU PROBABLY HAVE...

• Bachelor’s degree
• Minimum 5 years of professional experience
• Minimum 2 years in a client-facing role
• Technical competence and understanding of BI technology software
• Knowledge of Retail, CPG and Syndicate Data principles
• Detail-oriented with the ability to set priorities and be flexible in a changing environment
• Excellent written, communication and presentation skills
• Project Management
• Handling pressure in a fast-paced environment
• Experience with Salesforce.com, Zendesk, MS Office, MS Access and other general ERP systems