Customer Success Team Lead

1 month ago


New York, New York, United States AppCard Full time
Customer Success Team Lead

AppCard is seeking a business-oriented, tech-savvy Customer Success Manager to deliver loyalty marketing solutions to our clients. This role will allow you to position our industry-leading products and execute data-driven marketing strategies to our largest clients.

Responsibilities
  • Train clients on how to use the AppCard platform to maximize their loyalty and marketing potential.
  • Serve as a trusted consultant with clients to optimize their loyalty and marketing strategy, leveraging your expertise in customer success and loyalty marketing.
  • Become a product expert in the AppCard platform to best leverage our product offering and drive customer success.
  • Monitor usage and product adoption, proactively contact clients to deliver coaching/training to improve their utilization and drive business results.
  • Understand how to build and present AppCard's value using data and insights, and drive growth within existing clients.
  • Identify upsell opportunities and generate new revenue through data-driven campaigns and in-store promotions.
  • Assist clients with basic troubleshooting on various software and hardware issues that may arise, and work cross-functionally with implementation, development, finance, tech support, product, and marketing teams.
  • Manage a team of 3-5 CSMs to drive customer success and business results.
Requirements
  • 3-5 years of experience in customer success, account management, or a related field.
  • Management experience, with a proven track record of driving customer success and business results.
  • Customer-oriented, with excellent oral and written communication skills.
  • Experience managing complex software/hardware implementation projects, and a basic understanding of front-end vs. back-end technology.
  • Tech-savvy, with a fast and autonomous learning ability, and a willingness to adapt to new technologies and tools.
  • Experience using SalesForce, JIRA, BI tools, Excel, and G-Suite is a plus.


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