Enterprise Customer Success Manager
3 weeks ago
Join one of the fastest growing SaaS companies in the world At Trax, our people are at the core of our business, as we create technology and services that are changing the world of retail. Get to know us. About The Position Enterprise Customer Success Manager Mission Ensure that selected key customers are able to realize the promised value from their investment in Trax solutions. The Enterprise CSM will prioritize client success by ensuring that every program is managed with operational excellence, driving real value from each solution and decisions are prioritized against Customer value. The role will foster seamless communication, ensuring that project deliverables are aligned with client goals, particularly within the tobacco industry, while continually enhancing the client experience. Objectives This role will serve as a key point of contact for customers who have purchased Trax solutions. The CSM will be the ‘expert’ on our customers’ businesses and how they plan to get value from our solutions. They will work with Trax’s project delivery teams and service lines to ensure that clients are able to achieve their expected value. Key Responsibilities Define & Deliver Client Value: Work with key, strategic clients to understand their needs and ensure Trax solutions meet those goals. Manage the Customer Lifecycle: Oversee client experience from onboarding to retention, ensuring value, satisfaction, and product adoption. Operational Oversight: Manage multiple solution paths, ensuring smooth execution, proper governance. Governance & Quality: Set and maintain governance standards, ensuring projects stay on time and meet quality expectations, while addressing any operational gaps. Client Advocacy: Turn happy clients into advocates by consistently delivering value and meeting expectations. Resolve Issues Quickly: Address client concerns promptly, working with internal teams to deliver fast, effective solutions that meet both Trax and industry standards. Handle Escalations: Lead the resolution of critical issues, ensuring timely responses, given need to deliver to commitments and value. Strategic Planning: Own the account’s long-term strategy and ensure internal teams align their efforts with both short- and long-term goals. Monitor Account Health: Track client health, identify risks early, and take advantage of growth opportunities. Identify growth opportunities: Leveraging knowledge of Customer’s business processes, needs and strategy, enable strong solution alignment and expansion opportunities. Support contract renewal(s): Ensure Client remains a happy Trax customer. Skills and Qualifications This role is critical in driving operational excellence across Trax’s multiple solutions, ensuring that client value propositions are clearly defined, communicated, and delivered against. Strong program governance, internal communication, and client value execution are paramount to success in this position. Program Governance: Strong background in program governance, including the ability to uphold delivery standards, timelines, and quality benchmarks across workstreams. Internal Communication & Collaboration: Proven ability to lead and align diverse internal teams through clear communication and effective collaboration, ensuring project and client goals are met. Strategic Thinking: Ability to define and execute against a tobacco client’s long-term value needs while managing short-term project fundamentals. Industry Expertise: Extensive knowledge of the tobacco industry’s regulations, trade promotion strategies, advertising restrictions, and sales execution processes, is a plus. Preferred Experience Experience in customer success, program management, or operational leadership, particularly within enterprise environments. Tobacco Industry Experience: Previous experience working within the tobacco industry, including but not limited to: sales execution, trade promotion strategies, and familiarity with regulatory frameworks and advertising restrictions. Deep understanding of the industry's specific challenges and nuances is a plus. Background in a senior-level, client-facing role with a proven ability to balance client objectives and internal resource constraints. Familiarity with SaaS or similar technology solutions is highly beneficial, especially when applied within the context of the tobacco industry. Trax is committed to a diverse, inclusive, and equitable workplace where all team members, whatever their gender, race, ethnicity, national origin, age, sexual orientation or identity, education, or disability, feels valued and respected. We are committed to a nondiscriminatory approach and maintaining an inclusive environment with equitable treatment for all. #J-18808-Ljbffr
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