Customer Success Manager (Retail Tech)

Are you an experienced retail operations professional with a passion for technology and a talent for building lasting client relationships? We're seeking a dynamic Customer Success Manager to join our team and become a trusted advisor for our retail clients. In this pivotal role, you will ensure our partners achieve maximum value and demonstrable ROI from our advanced retail planning SaaS platform.

Responsibilities

As a key orchestrator of client success, you will guide our retail clients through their journey, translating our powerful platform capabilities into tangible business outcomes. You'll be their primary point of contact, ensuring strategic alignment and continuous value realization.

What You'll Be Doing

• Client Onboarding & Adoption: Lead comprehensive onboarding and training initiatives to accelerate product adoption and ensure clients quickly realize the value of our platform.
• Strategic Partnership: Cultivate deep, long-term relationships with a diverse range of client stakeholders, from end-users to C-level executives.
• Value Realization: Collaborate with clients to define and track their retail planning goals, conducting regular business reviews to showcase progress and illustrate clear return on investment.
• Proactive Engagement: Monitor platform usage data to proactively identify potential risks and growth opportunities, engaging with at-risk accounts to prevent churn.
• Growth & Expansion: Strategically manage the renewal process and actively identify opportunities for upsell and cross-sell within your client portfolio.
• Product Influence: Serve as the voice of the customer internally, gathering valuable feedback to collaborate with product and engineering teams and directly influence our platform's roadmap.
  
  

Requirements

• Retail Operations Expertise (Mandatory): A minimum of 3 years of hands-on experience within retail planning operations, such as supply chain management, inventory management, or as a planner/allocator.
• Client Engagement Background: 2-5 years of proven experience in Customer Success, Project Management, or Implementation roles.
• Analytical Acumen: Exceptional analytical and problem-solving skills, with a proficiency in data manipulation tools including Microsoft Excel, SQL, and Python.
• Communication & Collaboration: Demonstrated ability to manage complex client projects, communicate intricate technical concepts clearly, and foster a truly customer-centric approach.
• Organizational Prowess: Meticulous attention to detail and superior organizational skills, essential for managing multiple priorities in a dynamic environment.
• Educational Foundation: A Bachelor's degree in Industrial Engineering or a related analytical field is preferred.
• Language: Fluent in English.