Client Success Specialist

2 weeks ago

New York, New York, United States Sky IT Group Full time

Client Success Specialist - Sky IT Group

About Sky IT Group:

Sky IT Group is the driving force behind SKYPAD, a premier B2B SaaS platform that enhances collaboration between some of the world's most esteemed brands and leading retailers globally. By harnessing automation and self-service reporting, SKYPAD delivers critical insights into product and location-specific trends that inform planning, forecasting, and supply chain strategies, ultimately refining the consumer shopping experience. Currently, SKYPAD supports over 3,000 users from more than 2,000 brands across various industry sectors and regions. Our distinguished client portfolio includes industry giants such as Gucci, Prada, Rag & Bone, Lucky Brand, Burberry, and L'Oréal, while our retailer partnerships feature Nordstrom, Neiman Marcus, Bergdorf Goodman, and Saks Fifth Avenue.

Position Overview:

The Client Success Specialist is tasked with managing a portfolio of established clients, primarily engaging with contacts at the Associate and Manager levels, while collaborating with internal teams across production, development, and sales. This role reports directly to the Director of Program Management.

Key Responsibilities:

  • Engage with a designated list of Apparel/Fashion accounts, participating actively in regular client meetings, both virtually and in-person.
  • Ensure customer satisfaction throughout the account management lifecycle by employing exceptional communication skills, adept problem-solving abilities, and effective collaboration with internal teams and client representatives.
  • Act as a liaison between internal technical production teams and client business users, following up on reporting issues and inquiries.
  • Occasionally validate retail data using Excel as needed.
  • Utilize active listening and probing techniques to identify and assess client needs, applying sound judgment to pinpoint opportunities aligned with corporate strategy.
  • Deliver comprehensive overviews and demonstrations of reporting services, responding to standard inquiries regarding the company and its offerings in accordance with established selling standards.
  • Provide constructive feedback to internal teams to foster the development of new solutions, enhance marketing tools, and improve existing services.

Qualifications:

  • Exceptional written and verbal communication skills, particularly in solution-oriented issue management.
  • Proven ability to thrive under tight deadlines and pressure while maintaining high standards.
  • Intermediate to advanced proficiency in Excel is required.
  • Exhibit a high level of energy and urgency to drive exceptional client satisfaction and operational efficiencies.
  • Possess a charismatic, analytical mindset with a proactive approach.
  • Capability to implement client solutions as defined by the Account Management team.

Preferred Education and Experience:

  • Bachelor's degree, preferably in Business.
  • 1-2 years of experience in apparel/fashion merchandising, buying, planning, or related fields.
  • Demonstrated success in managing both internal and external relationships and communications.
  • Ability to understand basic retail mathematics and utilize intermediate to advanced Excel skills in daily tasks.
  • Familiarity with retail/wholesale enterprise and business intelligence reporting tools (e.g., SAP, BlueCherry, RLM, Retail Pro, QlikView, Microstrategy, Cognos).
  • Knowledge of the fashion or consumer products industry is preferred.

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