Customer Success Manager
3 weeks ago
Position: Customer Success Manager
Are you performance-driven and want to make a tangible impact?
Are you looking for professional growth opportunities and a chance to build a career?
Are you a problem solver who loves a good challenge?
Do you want to change the world one retail return at a time?
Our mission at goTRG is to solve problem of returns by increasing profits from returns and decreasing the environmental impact. We make it easy for retailers, manufacturers, vendors, and 3PLs to handle every item from the point of return to final disposition. We are the only company that manages the entire reverse logistics process end-to-end.
Our company is vertically integrated with SaaS, Supply Chain, and ReCommerce business units, working under one roof to make the most impact for our clients. By joining our team, youll be a part of:
• SaaS that eliminates human biases from returns decisions and connects to every part of the retail ecosystem from the point of sale to supply chain to ReCommerce.
• Best-in-Class Reverse Supply Chain services.
• ReCommerce Services that list across 20+ high demand marketplaces.
Over the past decade, goTRG has experienced aggressive growth, and we are actively seeking qualified and passionate teammates in every functional area to help us solve returns. Come join our family that works hard, knows how to have fun, and stands firmly by their values of sustainability, innovation, teamwork, and partnership.
Position Summary:
The Customer Success Manager owns the business relationship of the accounts in their assigned market. This role manages one, or multiple complex, high-value accounts. Will be responsible for driving customer value and ensuring the organization is meeting all contractual agreements. Customer Success Managers influence sales opportunities, ensuring buy-in from stakeholders across the organization as well as manage customer expectations.
Primary Responsibilities/Essential Functions:
This job description in no way states or implies that these are the only duties to be performed by the teammate occupying this position.
- Ensures sales and product objectives are met and exceeded
- Prepare, implement and executive strategic account plans
- Develop a business plan and sales strategy for the market that measures attainment of sales goals
- Work strategically with the Senior Leadership in the assigned vertical to deliver forecasts, identify trending opportunities/challenges and provide recommended solutions
- Conduct high-level conversations with executives to address business needs
- Utilize CRM solution to provide timely and accurate sales activity tracking and status updates along with predictable and precise sales forecasts
- Respond to RFP’s ongoing to achieve quarterly targets
- Keep informed of product line, competition and industry trends that may impact client business activities
- Keep informed of industry trends and feed this information to the Product Sales, Product Development Team, and Marketing team, to strengthen the goTRG offering in the assigned vertical
- Assist in the development and implementation of marketing plans as required. Attend Industry specific tradeshows and conferences to support marketing programs.
- Delivery of on-site and online sales presentations and software demos
Requirements:
- 3-5 years of previous software and service sales or relevant experience
- Experience defining solutions with clear value propositions that provide tangible ROI to their business
- Experience identifying and developing accounts
- A proven track record of closed sales and client satisfaction
- In-depth knowledge of SaaS business model and Software Sales Cycle
- Strong understanding of software, Support, and services contracts and agreements
- Prior experience working with CRM software and forecasting tools, Salesforce experience preferred
- Comprehensive grasp of enterprise application requirements / architecture
- Business knowledge of SQL and/or another database technology
- Business knowledge of relevant programming technologies (ASP, XML, .NET, JavaScript) (considered an asset)
- Highly proficient in excel
- Self-motivated in achieving goals and completing routine tasks
- Excellent analytical problem solving and communication skills
- Excellent verbal and written communication skills
- Excellent interpersonal, negotiation, and conflict resolution skills
- Excellent organizational skills and attention to detail
- Embody goTRG’s company values: Team, Innovation, Partnership and Sustainability
- Strong analytical and problem-solving skills
- Ability to act with integrity, professionalism, and confidentiality
- Ability to manage competing priorities
- Ability to succeed in a team environment
- Ability to multitask
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