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Customer Success Manager

1 month ago

Fayetteville, United States Field Agent Full time

POSITION SUMMARY The Customer Success Team exists to provide world class service to our Clients. Ensuring Clients satisfaction and productivity is core to our mission. As a Customer Success Manager, you will serve as liaison between Clients and internal teams, collaborating to provide high-quality results that meet the Client's needs. We are seeking a highly motivated and proactive team player with excellent cross-functional collaboration skills to ensure Client success, promote Client retention, and deliver world-class service. This role is perfect for an individual who is detail-oriented, enjoys problem-solving, and is driven by the opportunity to serve others. RESPONSIBILITIES * Provide best-in-class service to Clients with custom audit, insights, or trial needs * Act as the main Client point of contact for custom project needs, the primary consultant and lead customer service representative * Serve as a subject matter expert on the Field Agent platform and products * Identify, understand, and deliver on Client needs, expectations, and project objectives * Educate Clients on Field Agent systems and processes, and work to implement and expand the Client's use of the Marketplace * Manage project schedule(s) and Client budget, to ensure the timely delivery of results and an accurate invoicing process * Develop project costs and work closely with Finance to ensure an efficient and accurate invoicing process * Help identify opportunities and work within the Growth team to drive client retention and account expansion * Proactively engage with Clients to ensure timely renewals of annual subscription contacts * Collaborate cross-functionally with broader organization to fulfill primary responsibilities * Work with team lead on individual development and growth goals/needs * Build and maintain strong, long-lasting Client relationships * Deliver with excellence in all team and Client communications and interactions QUALITIES FOR SUCCESS * Ability to manage multiple projects at once * Strong business-writing and communication skills * Ability to ensure quality work in a fast-paced environment with strict deadlines * Strong client focus - will work to meet client objectives and develop an understanding of their business * 2 - 5 years professional experience within CPG or retail strongly preferred REPORTS TO: Director of Customer Success

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