The Position:

The objective of Customer Success is to help our clients generate value through our ShopperMX™ software and to capture and communicate this ROI to our clients.   As an Analyst in the Customer Success team, you will support the execution of customer projects identified by the Customer Success leadership as well as managing day-to-day customer software questions and troubleshooting.  Customer Success is the primary point of contact for all ShopperMX™ clients and users.  This position is based in Chicago, IL to support our fast-growing client base. 

Responsibilities:

• Develop and maintain deep industry knowledge
• Respond to client user questions and act as first line of support for troubleshooting
• Provide client training on new and current software features and functionality
• Successfully deliver customer work-product
• Partner with Project Operations to execute ShopperMX service-based projects
• Participate in client strategic planning to align activities and tactics to total team.
• Manage to client-specific ShopperMX™ goals based on guidance from CS leadership
• Provide periodic usage analysis and identify strategies and tactics to improve customer usage
• Be a vocal advocate for clients by internally providing VOC (Voice of Customer) to ensure their needs are communicated

Qualifications:

• Must be self-motivated, independently driven, hard-working, and able to learn and adapt on the fly
• 0-2 years professional experience with experience or interest in:  Sales, Account Management, Client Service, Customer Success, Category Management
• Consumer packaged goods and retail industry acumen is preferred
• Strong oral and written presentation and communication skills
• Ability to manage a wide range of competing priorities with internal and external stakeholders
• Intermediate to advanced Microsoft office skills – specifically PowerPoint and Excel expertise is a plus