Senior Manager, Client Success

About Optoro:

Optoro is a fast-growing SaaS company headquartered in the heart of Washington, D.C. We are on a mission to revolutionize the retail industry by making every return simple and efficient through great technology, so that shopping can be easy and sustainable for everyone.

Our returns management system (RMS) is a cloud-based platform that spans the entire returns lifecycle — from initiation, return options, to processing, to restock, and ultimately resale. Our technology helps brands and third-party logistics (3PL) providers optimize and enhance one of the biggest headaches in retail…returns.

Our people are our greatest asset. We bring bold creativity and passion to maximize results, leverage our expertise and data insights to drive our decision-making, and work collaboratively with respect, integrity, and a growth mindset. Whether working with a team of colleagues or with clients, we foster a culture that celebrates our successes and learns from challenges, while having fun along the way.

Job Purpose:

The Senior Manager, Client Success will partner with our leading retail customers to ensure they achieve maximum value from our Returns Management System. As a key member of the Client Success team, you will work across internal teams - Product, Software Development, Operations, and Sales - to advocate for our customers. In this role, you will be responsible for delivering key outcomes from your customer portfolio, including exceeding revenue and upsell goals, renewing key programs, and achieving strong customer satisfaction. The ideal candidate is an exceptional relationship builder with strong business acumen who displays grit in advocating for Optoro externally and for customers internally. This role will report directly to the Vice President of Client Success.

Key Responsibilities:

• Trusted Advisor: Establish strong relationships with our retail customers, serving as their go-to for all things returns 
• Strategic Account Planning: Define and execute the strategy for growing and retaining your portfolio of accounts
• Upsells and Renewals: Own the expansion and retention of programs across your portfolio
• Expand our reach: Seek opportunities build new relationships within your portfolio to ensure ongoing strategic positioning of Optoro
• Collaborate internally: Work across nearly all Optoro teams to deliver for your customers
• Proactive KPI Monitoring: Monitor, review and analyze all key metrics for customer portfolio (revenue, profitability, program success metrics, etc.) to ensure performance targets are exceeded
• Issue Resolution: Investigate and resolve program issues, identify new solutions and provide fast course corrections, understanding when escalation is necessary and seeking support
• Team-wide Initiatives: Identify and drive continuous improvement opportunities for the Client Success team
• Leadership: Supervise one or more Account Associates in support of your portfolio 

Qualifications:

• 7 years of experience in a customer or partner-facing capacity
• 5 years at a SaaS company 
• Track record of establishing strong relationships with internal and external partners
• Exceptional communication (written and verbal) and presentation skills; strong listening skills; demonstrated ability to ask effective questions
• Proven experience creating presentation decks reflecting data points and tables
• Proven quantitative and analytical abilities 
• Excellent attention to detail with thorough follow-up
• High-achiever, self-starter and team player
• Grit and determination to translate difficult situations into pragmatic solutions while maintaining customer satisfaction
• Ability to handle multiple tasks and assume responsibility for quality results with minimal supervision
• Thrive in a dynamic, fluid team environment and able to deal with ambiguity
• Energetic and highly dependable with solid organizational skills
• Readiness to travel up to 20% (to customer warehouses and corporate locations)

Preferred Qualifications: 

• Retail, Technology, or Supply Chain industry experience

Optoro is an equal opportunity employer.