Customer Success Manager

2 months ago

Fayetteville, United States Field Agent Full time
About Field Agent, Inc.

Since 2010, Field Agent has been a leader in transforming retail solutions through crowdsourcing technology, leveraging the power of everyday smartphones. As a data intelligence company, Field Agent empowers clients with top-tier audits, deep insights, compelling product reviews, and on-demand sales solutions. With a global network of over two million shoppers, Field Agent offers a comprehensive suite of solutions and self-serve options through its retail solutions marketplace.

Field Agent's mission is to revolutionize the retail industry by providing tailored solutions and actionable data that help brands, retailers, and restaurants save both time and money. The company enables businesses to better understand and engage with their markets using innovative technology and practical insights.

The culture at Field Agent is rooted in servant leadership, with a strong emphasis on rewarding excellence, fostering growth, and recognizing commitment. By prioritizing the well-being of clients, agents, and team members, Field Agent has cultivated a culture of accountability and trust. From company picnics to development workshops and volunteer days to team lunches, Field Agent is dedicated to empowering its employees both at work and in life.

Job Title: Customer Success Manager

Position Overview: The Customer Success Team is dedicated to providing world-class service, ensuring customer satisfaction, and driving productivity. As a Customer Success Manager, you will serve as a critical link between customers and internal teams. Through close collaboration with both, you will ensure high-quality results that align with the unique needs of our customers.

We are seeking a highly motivated, proactive team player with excellent cross-functional collaboration skills to ensure customer success, promote customer retention, and deliver exceptional service. This role is ideal for a detail-oriented individual who enjoys problem-solving and is driven by the opportunity to serve others.

Key Responsibilities:

Customer Relationship Management:

  • Serve as the primary point of contact for our customers, delivering best-in-class service through custom audits, insights, and trial needs while ensuring long-term success and maximizing value.
  • Build and maintain strong, long-lasting customer relationships, acting as a trusted consultant and lead customer service contact.
  • Proactively engage with customers to ensure timely renewals of annual subscription contracts and identify opportunities for account expansion.
Project Management:
  • Manage project schedules and customer budgets, ensuring the timely delivery of results and an accurate invoicing process.
  • Develop project costs and collaborate closely with the Finance team to streamline invoicing, ensuring accuracy and timely delivery of invoices.
  • Monitor project progress, collaborating with the Project Management team to meet deadlines and maintain high standards.
Product Knowledge:
  • Serve as a subject matter expert on the Field Agent platform and products, educating customers on systems and processes to maximize their use of the Marketplace.
  • Work with customers to implement, expand, and enhance their engagement with Field Agent's offerings.
Collaboration and Account Growth:
  • Partner with the Growth team to identify opportunities for customer retention and account expansion, contributing to overall business growth.
  • Collaborate with teams across the organization to fulfill primary responsibilities and support the success of customer accounts.
Professional Development and Team Support:
  • Work with team leadership on individual development and growth goals, continuously enhancing service delivery skills.
  • Contribute to team success by sharing insights and best practices, fostering a collaborative environment that supports high-quality customer service.
Qualifications:
  • 2+ years of professional experience within CPG or retail (strongly preferred).
  • Ability to manage multiple projects simultaneously in a fast-paced environment with strict deadlines.
  • Excellent business writing and communication skills.
  • Strong ability to collaborate and excel in a team environment.
  • A strong customer focus, with a commitment to meeting customer objectives and developing a deep understanding of their business.
  • Proactive and service-oriented, always ready to take initiative and prioritize customer needs.
  • Adaptable and capable of solving problems efficiently in changing situations.
  • A dedicated individual committed to excellence, understanding that occasionally working outside regular business hours may be required to meet critical deadlines, support time-sensitive projects, or address urgent tasks.
  • Organized and detail-oriented, with strong time management skills.
  • Experience with data analytics and project/program management (preferred).
  • Familiarity with software systems (preferred).


Reporting Line: This position will report to the Director of Customer Success

Supervisory Role: No

Job Type: Full-Time

Benefits:
•PTO
•Health, Vision, & Dental Insurance
•Life Insurance
•Supplemental Insurance
•401k and Company Match

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