Customer Success Manager

3 days ago

Richardson, United States Theatro Full time

Company Description

Theatro is a Dallas-based technology company that offers the market's first voice-controlled enterprise wearable for brick-and-mortar retail, hospitality, and manufacturing. Our "heads up and hands-free" mobile solution provides a software suite of productivity and communication applications through a SaaS /HaaS offering designed to optimize employee productivity, sales performance, and operational efficiency. We work with some of the nation's leading retailers to drive innovation and success.


Role Description

This is a full-time role as a Customer Success Manager at Theatro in the Dallas-Fort Worth Metroplex. The Customer Success Manager will ensure customer satisfaction, analyze performance data, retain customers, build relationships, and provide exceptional customer service. The ideal candidate is self-starting, organized, and tenacious, wanting to help our team and our customers succeed.


Responsibilities

  • Build value-based relationships with assigned customers, ensuring that they remain customers.
  • Manage customer relationships, including growing adoption and ensuring retention and happiness.
  • Achieve goals for key business metrics including renewal and ACV.
  • Deliver and communicate value and ROI for our customers.
  • Act as the trusted advisor for our valued customers, helping them achieve their strategic objectives and maximize the value of Theatro’s platform and their investment.
  • Work to identify and/or develop upsell opportunities and assist in closing upsell opportunities.
  • Work with customers to build customer success plans and establish critical goals that support the customers in achieving their objectives.
  • Measure and monitor customers’ achievement of critical performance indicators and implement action plans as needed to ensure adoption and ongoing success with Theatro’s service.
  • Establish regular cadence (Weekly, Monthly, Quarterly) with each customer to review service level, innovation opportunities, and overall program status.
  • Advocate customer needs/issues cross-departmentally and act as the lead in solutions.
  • Support training in identifying opportunities, and recommending and implementing training modules


Qualifications

  • Customer Satisfaction, Customer Retention, and Customer Service skills
  • Analytical Skills and Relationship Building abilities
  • Excellent communication and interpersonal skills
  • Experience working in retail (management experience is a +)
  • Great presence: enthusiastic, professional, and self-motivated
  • Strong problem-solving and decision-making capabilities
  • Ability to work collaboratively in a team environment
  • Willingness to travel based on customer needs (estimated average 25%)
  • Thrives in a multi-tasking environment and can adjust priorities in real-time while still focusing on details and being analytical.
  • A team player who also works well independently, thinks creatively, solves problems, and takes initiative.

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