Client Success Specialist

1 week ago

Jersey City, New Jersey, United States Neptune Retail Solutions Full time
Job Overview

Salary: Competitive

Neptune Retail Solutions stands as a leader in retail marketing services across the nation. We specialize in shaping consumer purchasing behaviors through innovative and effective solutions, which encompass in-store, home-delivered, and digital media strategies. Our impactful advertising and promotional initiatives are underpinned by comprehensive data and insights, making us the preferred partner for the largest consumer packaged goods manufacturers in the country.

Our digital offerings are transforming the industry landscape. This includes products such as Checkout 51, Freedom Platform, and various digital media tools and services (including digital display, premium mobile, social media, email, DOOH, and digital in-store). We are committed to enhancing our existing strategies while broadening our product range, partnerships, and capabilities. Our data-driven approaches empower clients to connect with their most valuable consumers effectively, continually evolving to incorporate top-tier methods for delivering engaging content at optimal times and locations.

Position Summary
The Customer Success Manager is responsible for overseeing all non-digital incentive programs, including In-Store, Merchandising, At Home, and Digital Media initiatives for Consumer Packaged Goods (CPG) and Retail marketers. This role acts as a consultant for clients, collaborating closely with clients, agencies, and cross-functional internal teams to ensure seamless project management, execution, and optimization of programs on behalf of Neptune's clientele. Ideal candidates will exhibit creativity, curiosity, self-motivation, a commitment to operational excellence, and a dedication to exceptional customer service, alongside a willingness to innovate and uphold high ethical standards.

Key Responsibilities

  • Coordinate the implementation of In-Store, Merchandising, At Home, and Digital Media programs post-client contract approval. This includes creating Salesforce opportunities, managing system reservations, generating contracts, processing program assets, providing program recaps and reports, and approving invoices.
  • Collaborate closely with Sales on assigned accounts, offering executional details and necessary pre-sale support.
  • Foster strong relationships and serve as the liaison between Sales, Clients, and Internal departments.
  • Drive executional excellence while managing multiple programs, overseeing client assets, timelines, and executional specifics.
  • Handle day-to-day account management, maintain status grids, respond to client inquiries, and troubleshoot arising issues.
  • Evaluate processes continuously and seek improvement opportunities.
  • Assist with special projects as directed by leadership.

Qualifications

  • Bachelor's Degree in Business, Communications, Marketing, or a related field (or equivalent relevant work experience).
  • 2-3 years of experience in Campaign Management, Customer Success, or Customer Service/Client Services, with direct interaction with internal business teams, vendors, clients, and/or Sales Executives.
  • Exceptional organizational skills with a keen attention to detail and the ability to present complex information clearly to team members.
  • Strong time management abilities, demonstrating independence and multitasking skills in a dynamic environment with shifting priorities.
  • Proven capability to resolve issues through first-tier troubleshooting, identify pain points, manage problems to resolution with a customer-first approach, and apply insights to future scenarios.
  • Adaptability to change in alignment with business needs, executed thoughtfully and strategically.
  • Demonstrated ability to establish and maintain robust internal and external partnerships.
  • Excellent written and verbal communication skills, capable of effectively engaging with remote colleagues and clients.
  • Proficiency in Office applications (Excel/Word/PPT); experience with Salesforce is advantageous.

Applicant Privacy Notice
Neptune Retail Solutions is an Equal Opportunity Employer.

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