What are the responsibilities and job description for the Customer Success Manager position at Aura?
Apply here: https://careers.sunchemical.com/job/Cincinnati-Customer-Success-Manager-OH-45232/1189787400/
Company Description
Aura is a packaging sustainability consultancy committed to making a measurable difference every day. We combine consultancy, strategy, and technology to deliver best-in-class, sustainable packaging solutions. Our team of packaging, sustainability, technology, and retail experts are pioneers in using data and knowledge to drive positive change. Our technology solution, e-halo, provides clear and transparent structural packaging and sustainability data to help clients optimize packaging, manage compliance and tax liabilities, and reduce environmental impact. We are a multi-disciplined team of passionate specialists united in our belief that truly sustainable packaging can power positive environmental change. Aura is part of Sun Branding Solutions, and our clients include the world's biggest e-tailer and the world's biggest retailer.
Role Description
As a Customer Success Manager, you will be an integral part of delivering excellent service to Aura’s e-halo clients. Reporting to the Client Services Director you will manage client relationships to achieve our company and clients’ goals, identifying opportunities, and maximizing the value of e-halo.
You will be an essential conduit with our clients, establishing and maintaining critical relationships with key stakeholders to ensure we exceed customer expectations, grow revenues, and deliver on our contracted commitments.
Essential Role Requirements:
- Drive revenue growth with existing clients, aligned to the Key Account Strategic Plan objectives.
- Establish and maintain strong professional relationships with all key internal and external stakeholders.
- Provide ‘on the ground’ support to the client with regular in person meetings.
- Provide weekly, monthly and quarterly high-level client reporting and input into client reviews.
- Collect customer feedback on service levels to inform service quality and continuous improvement in both products and service.
- Monitor, track and report on the progress of all projects.
- Work collaboratively with Supplier Success and other Aura departments.
- Ensure all client processes are controlled and documented in line with ISO standards.
- Fulfilment of any other duties that may reasonably be required in line with your role as Customer Success Manager.
Required Education and Experience:
- Bachelor’s degree required, with a preference for degrees in Sustainability, Environmental Studies, or Supply Chain Management.
- 2-3 years experience in Retail Account Management
- Proficient in establishing and nurturing strong customer relationships.
- Thorough understanding of Office 365 suite
- Able to confidently host supplier and internal stakeholder-facing meetings
- Able to manage multiple projects concurrently
- Good understanding of planning and project management principles
TRAVEL REQUIREMENTS: 30% per month, including air travel.
