Customer Success Manager

2 weeks ago

Chicago, United States SPINS Full time
Who We Are

For over 20 years, SPINS has been a leader in recognizing the transformative power of data in retail. We offer our clients cutting-edge tools to attract attention from a fast-growing segment within the Health & Wellness industry, the values-based consumer. Nearly half of shoppers prioritize products that emphasize wellness, social responsibility, and sustainable practices. SPINS retail consumer insights, analytics, and consulting services give our clients a competitive advantage to increase their share of this growing market. Our data is the most comprehensive and accurate in the industry, allowing clients to power AI models and machine learning algorithms that help them better understand and meet their customers' needs. At SPINS, behind all of our impressive data is our real differentiator, our people. We pride ourselves on our collaborative, flexible, and communicative culture that puts people at the center of everything we do.

Customer Success Manager - Destini Team

SummaryAs a vital part of our Customer Success team, you will be an advocate for Destini's clients, focused on maximizing retention and delivering an exceptional customer experience for some of the most innovative food, beverage, and body brands in North America. This high-impact role involves managing a dedicated book of business, where you will act as a 'trusted advisor,' gaining a deep understanding of your clients' challenges, needs, and goals to help them achieve success with Destini. Success in this role requires confidence, organization, and a genuine enjoyment of building relationships with clients of varying experience levels. This role will report to the Senior Director, Destini Solutions.

Job Duties & Responsibilities
  • Become a Destini product expert and use your knowledge to educate, coach, and mentor clients on our solutions, enabling them to leverage insights effectively within their business.
  • Build strong and positive client relationships through proactive communication and regular touchpoints, including phone calls, emails, and live screen-sharing sessions, to support clients in achieving success within their Destini applications.
  • Independently own customer retention by monitoring client health, managing communication and system updates, and proactively addressing potential retention risks.
  • Develop strategies to expand engagement, enable adoption, and mitigate churn, aiming to increase client value through identifying up-sell and cross-sell opportunities.
  • Ensure smooth progress during client onboarding by collaborating with the implementation team and actively preparing new clients for success post-implementation, aligning their goals with Destini's solutions
  • Distill and share best practices across the client base, offering valuable insights and tailored advice to enhance customer engagement.
  • Anticipate client needs and manage escalations, acting as a trusted advisor for both customers and internal partners in Sales and Support.
  • Act as the voice of the customer by gathering and conveying client requirements and feedback to Destini's Product and Data teams, helping to inform future solution development and improve customer experiences.
Requirements:

Education & Experience
  • BA/BS degree in Business Administration or a related quantitative field of study.
  • 3-5 years of experience in a customer-facing success, account management, sales, or strategic consulting role; experience with enterprise software or SaaS solutions is preferred.
  • Direct experience working with and supporting SaaS solutions (Syndicated data experience preferred: SPINS, Circana, NielsenIQ, or data within a Consumer Packaged Goods manufacturing environment).
  • Strong analytical mindset with a proven track record in problem-solving and decision-making, combining conceptual thinking with quantitative skills.
  • Exceptional communication skills for presenting, influencing, and engaging effectively with stakeholders at all levels, including executives and C-level contacts.
  • Proficient in Microsoft Office (Excel, PowerPoint, Word) with advanced skills in Excel preferred.
  • Ability to manage multiple projects simultaneously with meticulous attention to detail, meeting deadlines in a fast-paced environment.
  • Self-starter with excellent time management, able to work independently while building collaborative relationships across teams to deliver a seamless customer experience.
  • Strong interpersonal and negotiation skills with a positive, team-oriented attitude and the ability to prioritize and remain composed under pressure
The following is strongly preferred:
  • CPG, Retail, or natural/specialty industry is a plus.
  • Familiarity of contract management systems including DocuSign, Salesforce and or other CPQ management tooling is preferred
#LI-AG1 #LI-Hybrid

What SPINS Offers

We have enjoyed tremendous growth over the years and, as a leader in a fast-growing industry, we have no plans to slow down While all that growth brings excitement, it is also an opportunity for SPINS to show it values the health and wellness of its team members.
  • We embrace hybrid work options so that you have the flexibility to create a work/life balance that actually works
  • Each employee is allotted paid time to use to volunteer with an organization of their choice and charitable donations are matched.
  • Semi-annual company-wide employee survey that is used to shape company programs, perks, and culture.
The SPINS Way
  • Direct - We communicate with clarity, honesty and respect in all situations and embrace opportunities to provide solution-oriented feedback.
  • Determined - We are committed to overcoming all obstacles to achieve results. We adapt to change, seek opportunities to learn and rapidly translate that learning into action.
  • Passionate - We go above and beyond to help our partners achieve their goals. We challenge assumptions and are comfortable forging new paths.
  • Collaborative - We leave our egos at the door, believing that working together we will produce an outcome that's greater than each individual contribution.

For details about the information SPINS's collects about our applicants and how we use it, please see the SPINS Privacy Policy here.

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