Manager, Customer Success

POSTED ON 8/4/2020 CLOSED ON 9/18/2020
Retail Solutions, Inc. Hired Organization Address Providence, RI Full Time

Job Posting for Manager, Customer Success at Retail Solutions, Inc.

The Manager, Customer Success Center is part of the Retail Solutions' Global Customer Acceleration Team.

The primary responsibilities include leading a customer-facing team, managing some of the world'-s largest consumer goods manufacturing companies, providing value-based services to our customers, assisting in our Software-as-a-Service (SaaS) applications, contributing to internal cross-functional projects, and performing all other customer success manager related functions.

 

Primary Responsibilities

Customer Success

  • Serve as Customer Success stakeholder for product development and deployment by leveraging customer insights and analysis
  • Monitor and drive accountability of RS's Service Level Agreement performance for customer requests
  • Contribute to regular customer account reviews for strategic accounts or customer escalations
  • Drive quality communications from the Customer Success Center to the customer – both proactive outbound communications and reactive daily conversations
  • Build out a network of relationships with retail customers and technology industry contacts
  • Develop customer relationships to promote RSi adoption and user success

 

Operational Efficiency

  • Drive analysis, reporting and continuous improvement initiatives for Customer Success Center performance and quality
  • Research and application of industry-wide customer success best practices

RSi Collaboration

  • Sponsor and/or lead Customer Success Center process improvement initiatives cross functionally
  • Serve as primary customer stakeholder for cross-functional projects
  • Track, document and regularly share successes across teams

 

Leadership & People Management

  • Manage a team of Leads, Senior Analysts and Analysts
  • Provide regular feedback and guidance to each direct report, including an annual Performance Review
  • Resource planning to meet organizational growth and commitments
  • Recruit, interview and network to maintain a pipeline of Customer Success Analyst and Senior Analyst candidates
  • Develop individual and team goals and development plans that align with the corporate strategy and objectives
  • Coordination and prioritization of strategic projects and initiatives

 

Qualifications

5+ years of experience in a management position supporting corporate and/or strategy development

5+ years industry experience within Retailer, CPG, B2B

Bachelors degree or equivalent required; Masters Degree preferred

Team-player, rational optimist, with the ability to flex style and approach

You have the desire and ability to think and act both strategically and tactically

Project management skills with a high level of confidence and ability to drive initiatives cross-functionally

Strong verbal, technical and written skills in English

SalesForce, Gainsight, Tableau, PowerBI experience preferred

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