Client Success Strategist

2 weeks ago

Chicago, Illinois, United States SPINS Full time

About Us

For over two decades, SPINS has been at the forefront of harnessing the transformative potential of data within the retail sector. We equip our clients with innovative tools designed to capture the attention of a rapidly expanding demographic in the Health & Wellness market—the values-driven consumer. Almost half of shoppers prioritize products that reflect wellness, social responsibility, and sustainable practices. Our retail consumer insights, analytics, and consulting services provide our clients with a competitive edge, enabling them to enhance their market share in this burgeoning sector. The accuracy and comprehensiveness of our data are unmatched in the industry, empowering clients to fuel AI models and machine learning algorithms that deepen their understanding of customer needs. At SPINS, our greatest asset is our people, and we take pride in fostering a collaborative, flexible, and communicative culture that places individuals at the heart of our operations.

Role Overview

The Client Success Strategist will manage a designated portfolio of clients based on the strategic requirements of the segment. This impactful position involves overseeing multiple accounts in a dynamic, solution-oriented environment. You will be tasked with renewing and expanding your clients' business by serving as a 'trusted advisor,' gaining profound insights into their operations, challenges, needs, and objectives, and assisting them in maximizing the value derived from SPINS. This role presents the chance to collaborate with clients and internal teams across SPINS to educate, engage, and empower customers in achieving their strategic objectives, reporting to the Manager of Customer Success within the Success Organization.

Key Responsibilities

  • Become an expert in SPINS products and leverage this expertise to educate, coach, and mentor clients on our data, tools, and solutions.
  • Identify and share best practices across the client base, providing insights and recommendations based on those practices.
  • Take ownership of customer retention and growth, including communication, system updates, and addressing potential retention risks.
  • Manage proactive communication and client interactions, including change management from a data and product perspective.
  • Formulate strategies to enhance engagement, promote adoption, and reduce churn to foster long-term account growth.
  • Build and nurture strong customer advocates and champions.
  • Anticipate client needs and address escalations raised by sales and support partners as well as the customer.
  • Act as the voice of the customer by capturing and relaying client needs and feedback to Product and Data teams.

Qualifications

Education & Experience

  • Bachelor's degree in Business Administration or a related quantitative field.
  • 3-5 years of experience in customer-facing roles such as customer success, account management, sales, or strategic consulting; experience in enterprise software or SaaS is preferred.
  • Proven ability to communicate, present, and influence effectively at all organizational levels, including executive and C-level.
  • Demonstrated capacity for creative problem-solving and developing solutions that drive customer value with SPINS data and products.
  • Technical proficiency, analytical mindset, and intermediate or advanced skills in Microsoft Excel and PowerPoint.
  • Self-motivated individual who manages time effectively and can complete tasks independently.
  • Ability to prioritize and multitask while maintaining professionalism and composure under pressure when addressing customer issues.
  • Strong interpersonal skills with experience in building collaborative relationships both internally and externally to ensure a seamless customer experience.
  • Positive, proactive, and team-oriented attitude.
  • Experience with syndicated data (preferably SPINS, The Nielsen Co., IRI, or data in a Consumer-Packaged Goods manufacturing context) is required.

Preferred Qualifications

  • Experience in the CPG, Retail, or natural/specialty industry is advantageous.
  • Familiarity with contract management systems such as DocuSign, Salesforce, or other CPQ management tools is preferred.

What We Offer

SPINS has experienced remarkable growth over the years, and as a leader in a rapidly evolving industry, we are committed to prioritizing the health and wellness of our team members.

  • We support hybrid work arrangements, allowing you to create a work/life balance that suits your needs.
  • Each employee is provided with paid time to volunteer with an organization of their choice, and we match charitable donations.
  • We conduct semi-annual company-wide employee surveys to shape our programs, perks, and culture.

The SPINS Culture

  • Direct - We communicate with clarity, honesty, and respect in all situations, embracing opportunities to provide constructive feedback.
  • Determined - We are dedicated to overcoming challenges to achieve results, adapting to change, seeking learning opportunities, and swiftly applying that knowledge.
  • Passionate - We go above and beyond to support our partners in reaching their goals, challenging assumptions and exploring new avenues.
  • Collaborative - We set aside our egos, believing that teamwork produces outcomes greater than individual contributions.

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