Customer Success Manager

4 weeks ago

Kansas City, United States Focal Systems, Inc. Full time

Requires regional travel

Local candidates only

Who We Are

Focal Systems is the industry leader in retail AI solutions. We are a Silicon Valley based startup that has more than doubled in size every year since our founding. Our mission is to automate and optimize brick and mortar retail using deep learning computer vision. Focal has been deployed at scale with the top retailers in the world We are growing and looking for smart, creative, and passionate people who love to learn, enjoy thinking critically, share our values and want to build a great and enduring company.

What Are We Looking For

We are looking for a results-driven Customer Success Manager to ensure our retail partners achieve a meaningful ROI through the use of our solutions. You will work with a division or region of stores within one of our enterprise customers and be responsible for the onboarding and ongoing engagement with those stores while representing their voice to our engineering/product team.

What You Will Be Doing

Key results to deliver:

1) Maximize Customer Utilization:
•Drive adoption by providing top-notch onboarding experience to ensure store success

2)Increase Customer Satisfaction:
•Be the voice/champion of the customer by proactively addressing barriers and prioritizing enhancement requests to shape Focal product roadmap
•Strengthen customer engagement and adoption by traveling to Focal stores within territory
•Increase advocacy by maximizing Net Promoter Score amongst your stores
•Facilitate internal collaboration across Focal sub-orgs that will enhance customer outcomes

3) Demonstrate measurable ROI to the customer
•Act as customer's strategic advisor to help define, implement, and adopt best practices
•Quantify improvements to current store operations enabled by Focal automation solutions
•Help customers attain their desired outcomes by monitoring and analyzing store performance to make proactive recommendations that drive results

What You Will Need to Be Successful
•Bachelor's degree or equivalent
•8+ years professional experience in a client-facing role, including customer success, account management, consulting, project management, change management or onboarding/training. Retail experience is a plus
•Excellent communication, interpersonal and listening skills to connect with all stakeholders to build trusting relationships
•Strategic/big-picture thinking skills with high intellectual curiosity to dig deep into customer problems to align value back to their business objectives
•Start-up mindset and work ethic that embodies company core values with ability, motivation, and energy to manage multiple priorities in a fast-paced, unstructured environment independently and as a team.
•Must Have: Reliable vehicle and ability to commute to regional stores

Why You Should Join Focal Systems
•Accelerate your career growth by joining our fast-paced start-up where advancement opportunities are plentiful.
•You will be presented with attractive equity that is increasing in value every year in addition to competitive salary.
•Work with our exceptional team of A-players that are hard-working, fun-loving professionals from some of the most eminent universities, research labs, and tech companies of our time.
•Join an organization with strong values and mission, which define our approach to business and have successfully guided us since inception.
•Be surrounded by outstanding partners. We work with 10+ of the largest retailers in the world and have a world-class roster of investors, advisors, and partners to support & advise us in our endeavors.

What we offer
We care deeply about the health, happiness, and wellbeing of all our employees. We offer:
•Competitive Salary & Attractive Stock
•Health Insurance
•Paid Time Off
•Quarterly Team Retreats
•Education grant
•Learning plans

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