Client Success Strategist

2 weeks ago

Melville, New York, United States KWI Full time

Client Success Strategist

The Opportunity

KWI is at the forefront of developing cutting-edge technology solutions designed to empower retailers in their business transformation journey. Our Client Success Strategists (CSSs) play a pivotal role in ensuring the overall well-being of our partnerships with retail clients. They are dedicated to cultivating, nurturing, and championing our clients, ensuring they derive maximum value from our offerings. A successful partnership is characterized by clients recognizing not only the benefits of our products but also the dedication and expertise provided by our internal team.

The Company

We are a compact team with an ambitious vision: to be the leading provider of cloud technology solutions tailored for retailers. KWI delivers a comprehensive, unified commerce solution from a single database, specifically crafted to assist specialty retailers in expanding their operations. Our esteemed clientele includes globally recognized brands such as Pandora, David Yurman, and Tom Ford.

We integrate Point of Sale, Merchandising, e-Commerce, CRM, and Loss Prevention into a singular cloud-based platform. As a Values and Mission-driven organization, we believe that by demonstrating leadership in our strategy, operations, and personnel, we will continue to foster product innovation and service excellence.

Core Competencies of a Client Success Strategist

  • Crafting and delivering multi-channel communications that effectively address the unique needs of diverse audiences.
  • Establishing robust customer relationships and providing customer-focused solutions.
  • Collaborating and building partnerships with others to achieve shared goals.

Your Impact

  • Conduct regular meetings with retail clients to gauge business challenges and needs, offering recommendations to address those challenges.
  • Collaborate with internal teams to ensure the company meets its commitments to clients.
  • Engage with clients in person regularly, including leading the planning and execution of quarterly business reviews (QBRs).
  • Take ownership of a designated account list and develop strategic account plans for each, being the primary team member responsible for client retention.
  • Work with cross-functional client stakeholders, including IT, Retail Operations, Digital, Finance, and others, to cultivate extensive relationships.
  • Ensure clients are fully utilizing KWI's technology solutions; identify gaps and drive usage or propose solutions.
  • Recognize opportunities for growth and expansion within the customer base by understanding their business objectives and anticipating future needs.
  • Maintain an in-depth understanding of KWI's products and services; become a subject matter expert in both our clients' businesses and how our solutions can support them.
  • Stay informed about internal client projects and issues; collaborate with internal Support teams to address customer complaints and enhance the overall customer experience.

What You Will Bring

  • A minimum of 7 years of experience in client services, customer success, or account management roles.
  • A Bachelor's degree or equivalent experience.
  • Exceptional communication skills and the ability to build relationships with individuals.
  • Outstanding written and verbal communication skills, comfortable presenting to groups and internal/executive team members.
  • A customer-centric mindset, viewing the customer experience as a continuous improvement initiative.
  • The ability to perform under pressure and meet deadlines while demonstrating enthusiasm towards colleagues and clients.
  • Proactive in anticipating change and adjusting priorities and strategies accordingly.
  • A deep knowledge of KWI's products and the ability to consistently educate clients on these offerings; serve as a subject matter expert.
  • Experience in retail or working with retailers is essential.
  • Experience within a SaaS organization or working with SaaS technology is preferred but not mandatory.
  • A technical background is not required, but comfort in discussing technical topics and understanding the details and functionalities of KWI products is necessary.

As a Member of the KWI Team, You Will Receive

  • Comprehensive Medical, Dental, and Vision coverage.
  • Four weeks of Paid Time Off (PTO) in your first year.
  • Year-round Summer hours.
  • Tuition Reimbursement.
  • Discounts from the building café.
  • 401(K) with a 50% company match (up to 6% of employee contribution).
  • Employee Referral Program.
  • One Volunteer day each year.

Our Work Environment

We recognize the importance of flexibility for our teams, which is why we implement a hybrid work schedule. Our in-office days are Monday, Tuesday, and Thursday, while employees can work remotely on Wednesdays and Fridays.

We also value collaboration and believe that in-person interactions enable our team to perform at their best. Together, we enjoy monthly events, bagels every Thursday, a state-of-the-art coffee machine, a fully stocked snack pantry, and many more delightful surprises throughout the year.

Our Commitment to You

At KWI, we understand that fostering diversity and creating an inclusive work environment is vital to our success. We strive to cultivate an atmosphere where no individual is advantaged or disadvantaged based on their background. We offer equal opportunity employment, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.

We are dedicated to maintaining a bias-free environment where harassment is prohibited, respecting cultural diversity, and complying with the laws of the regions in which we operate. We expect our business partners, suppliers, clients, and all team members to uphold these commitments.

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