Account Manager Customer Success

Our Customer Success organization

Customer Success falls within the Customer Office Team Organization. This organization is focused on executing value for the Customer, in other words it's all about the Customer with specific focus on Customer Experience, Customer Solutions, eCommerce Solutions and Customer Education. Customer Success is now part of the Customer Experience team.

The sum of the parts is greater than the whole. We share in one another's wins, we offer support to one another continually, and we also expect that everyone steps up. Our team has a strong work ethic, focus on continual improvement and questions everything. We are the champion for our customers/clients; we feel like we are part of their success and ultimately love to help our clients grow. Our industry is experiencing the need for our team to expand and provide scalable solutions. We are adding an Account Manager (Individual Contributor) to our Big CPG segment. This Account Manager will manage relationships and accounts with key business-to-business (B2B) customers. This role involves ensuring customer satisfaction, promoting retention, and driving revenue growth within the assigned accounts. This position works with clients and internal teams across SPINS to educate, engage, and empower clients to achieve their strategic objectives. This individual will be working directly with management at our client companies to understand their opportunities and develop growth solutions and strategies to capture them. This individual contributor role reports to the Manager, Customer Success of the Big CPG segment.

What You Will Do

Our Customer Success Team is an important element of our business and represents the ability to assist our clients' knowledge of SPINS data, embrace, and gain value from our SPINS solutions. The Account Manager will work a book of business of high valued customers within the Big CPG segment.

Relationship Management

• You will be an advisor to your clients; gain a deep understanding of their business, challenges, needs and goals to help them derive maximum value from their investment with SPINS
• Including development and maintenance of strong relationships within the client company beyond just the main point of contact and users of tools
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Host and curate content for delivery at quarterly business reviews and account top to tops with key executives from SPINS and the client
• Act as a SPINS product expert using this knowledge to deliver the value of our data, tools, and solutions to our clients
• Form a strong business alliance with clients to understand client goals and objectives and quickly deliver solutions in support of them with minimal guidance
• Demonstrate best practices across client base and deliver insights and advice based on those practices
• Manage proactive communication and client touch points including change management from a data and product perspective

Account Planning & Strategy

• Champion the customer journey, including negotiating complex contract renewals to maximize net retention, mitigate risk, and ensure client satisfaction
• Develop strategies to expand engagement, enable adoption and mitigate churn to drive long-term account growth
• Anticipate client needs and manage client escalations that are raised to you from your partners and the client
• Be the voice of your client by capturing and communicating client needs and feedback to Product and Data teams
• Develop strategic account plans in collaboration with cross-functional teams to achieve revenue targets and business objectives

Revenue Ownership

• Cultivate strong client champions and advocates through building and maintaining strong, long-lasting client relationships with various stakeholders within the organization
• Identify new opportunities for expansion within the current client set of services.
• Prepare proposals, negotiate contracts, and work with legal and finance teams to finalize agreements with clients
• Ensure contracts are accurately documented, managed, and renewed in a timely manner

What You Bring

• BA/BS degree in Business Administration or related quantitative field of study
• 5 years of experience in customer-facing success, account management, or strategic consulting role; experience in enterprise account management or a related role, preferably in the B2B sector
• Experience identifying, cultivating, and securing new business and/or expansion opportunities
• Excellent ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level

• Strong oral and written communication skills including delivering of presentations and proposals
• Ability to engage with clients at all levels - from Analyst to C-Suite
• Ability to listen hard, discover client goals, and identify relevant solutions
• Ability to understand the client mindset and offer solutions

• Technical aptitude, analytical mindset and intermediate or higher experience with Microsoft Excel and PowerPoint
• Ability to prioritize and multitask while maintaining diplomacy, tact, and poise under pressure when working through client issues
• Strong communication skills and experience building working relationships both internally and externally to facilitate a flawless client experience
• Experience in owning and proving renewal excellence of subscription-based services is a requirement including working on complex RFPs
• Demonstrated understanding of the industry, market trends, and competitive landscape.
• CPG, Retail, or natural/specialty industry is a requirement

We give bonus points for:

• Familiarity of contract management systems including DocuSign, Salesforce and or other CPQ management tooling is preferred
• Experience working with syndicated data (preferred SPINS, The Nielsen Co., IRI and/or data in a Consumer-Packaged Goods manufacturing setting) is a plus