Customer Success Manager (Grocery Retail Food Insights) Retail SaaS Tech ScaleUp

Job Description

Key purpose<p><br></p><p>The Customer Success Manager will be a key part of the UK Operations and Customer Success team, to provide an outstanding level of service to Retail Insight’s UK client base. This opportunity will work closely with both external clients and internal resource to ‘wow and delight’ each of our UK clients, as well as build effective, efficient and successful relationships.</p><p><br></p>Main Duties:<p><br></p><p><span>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span>Be an ambassador for the Retail Insight business with our client base.</p><p><span>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span>Champion and promote our products and services to new and existing clients.</p><p><span>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span>Grow the revenue within the existing client base through incremental sales, building long term partnerships with the client.</p><p><span>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span>Ensure Net Revenue Retention is maintained and grown within client base.</p><p><span>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span>Gain access and build trusted relationships with client day to day operators, Senior Directors and key decision makers.</p><p><span>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span>Lead and support the consistent client workflow of UK Analytical team colleagues, ensuring that client tasks are prioritised accordingly to best service each client.</p><p><span>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span>Develop a thorough understanding of Retail Insight’s platforms and complex products and how they can benefit your clients, as well as solve common retail problems and pain points.</p><p><span>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span>Work closely with the Sales Function to act as a trusted BAU advisor to the business and to help the sales team achieve maximum revenue from both defined and prospective accounts.</p><p><span>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span>Create and send out regular email marketing campaigns to the client in conjunction with our marketing function.</p><p><span>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span>Seek out and receive regular feedback from senior client stakeholders on platform performance, and opportunities for improvements.</p><p><span>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span>Develop detailed strategic growth plans for your assigned client in collaboration with the UK Client Director.</p><p><span>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span>Ensure HubSpot accuracy on all NRR and Revenue growth deals for each individual client.</p><p><span>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span>Weekly travel for face to face sessions with client and able to travel upon client request</p><p>&nbsp;</p>Key relationships and stakeholders<p><br></p><p>Maintaining strong relationships with internal and external stakeholders is key to the Customer Success Manager role. Some key relationships will include:</p><p>&nbsp;</p><p><span>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span>UK Client Director.</p><p><span>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span>The global Retail Insight Customer Success peer group.</p><p><span>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span>UK Analytics team.</p><p><span>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span>Client Stakeholders – this could include general day to day operators, Senior Directors and C-Suite stakeholders.</p><p><span>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span>This role will also work closely with the internal Delivery, Finance and Sales functions.</p>&nbsp;Experience &amp; Qualifications Required:<p><br></p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;3 years previous experience in a similar Customer Success or Client facing positions.</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Previous experience of working directly with clients, in particular liaising with day-to-day Operators and Senior Directors within those organisations.</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Experience of food store operations or of the FMCG, CPG or grocery retail industries.</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Existing knowledge of SaaS based technical solutions.</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Strong analytical and problem solving skills.</p><p>&nbsp;</p>Behaviours &amp; Personal traits<p><br></p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Take a solutions-based approach to Client Management and growth.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;A customer centric approach at all times towards providing excellent levels of service.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;A target driven mindset with good commercial and business acumen.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Exceptional organisational skills, with the ability to be able to manage multiple client contacts at the same time.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Outstanding listening, verbal, written communication, and presentation skills.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Able to thrive in a high growth, dynamic environment.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Maintain a pro-active and adaptable manner to exceed client needs, expectations and SLA’s.</p>