Customer Success Manager

Company Name:
Job Description:
SPINS is a diverse group of positive professionals with an unwavering commitment to help propel the natural and organic industry forward. Our company culture promotes individualism and encourages creative expression while innovating new industry applications, in a collaborative and highly rewarding environment.
We pride ourselves in building meaningful relationships with each member of our team and stimulate creativity by exposing our talent to various aspects and opportunities across the company. As we continue to grow our unique collective of innovators, industry experts, software engineers and business consultants, together, we can increase America's access to healthier product alternatives, by continuing to empower our manufacturer and retail partners.
We look forward to learning more about you and how your talents can help shape the future of SPINS.
Summary of Position
The Customer Success Account Manager is responsible for bringing best practices in retail consumer insights to a portfolio of customers in the Natural, Organic and Specialty Product industry. As a CSM, you will ensure all clients are adequately on boarded, trained and supported for all SPINS products and services. You will develop long-term relationships with your portfolio of assigned customers, connecting with key business executives and marketing staff, in developing an understanding of their business requirements and goals. A deep understanding of how CPG or Digital Data is used in the retail industry is required and past experience in the retail or food industry (organic or non-organic) is a plus. This client-facing role requires excellent communication skills and an ability to exceed client expectations. The CSM also serves as an escalation point to facilitate the resolution of unexpected issues, connecting customers with the right resources to quickly resolve any product, technical or reporting issues.
Key Responsibilities
Develop a trusted advisor relationship with customer key stakeholders and executive sponsors.
Ensure all SPINS activities are closely aligned with the customer's business needs and strategy.
Act as expert/specialist to the client in resolving product or technical issues.
Identify within accounts, the appropriate executive sponsor(s) and product champions.
Leverage understanding of SPINS data to provide relevant advice to customers' business needs.
Onboard and train new customers and ensure internal staff have ability to use all SPINS services.
Provide timely account or issue resolution to customers.
Maximize client satisfaction and retention rates.
Keep clients informed on new products and features.
Required Experience:
Education/Training/Work Experience
BS/BA, preferably in Marketing, Business or Communications
General knowledge of Retail, CPG and Digital Data marketing principles
Minimum 3 years of Retail, CPG and Digital Data marketing experience (either retail or food mfg.)
Minimum 3 years of Client Services or Support experience
Knowledge & Skills
Strong analytical, writing and computer skills
Strong communication and teamwork skills
Experience with Salesforce.com, MS Office, MS Access and other general ERP systems.
Candidate Attributes
Passion, intelligence and determination to succeed
Ability to lead through influence and create/maintain credibility and positive relationships
Ability to work in independent, team and unstructured environments
Ability to adjust to constantly changing priorities and fast paced environment
Ability to influence technical directions, strategies and resource allocations across multiple groups
Work Environment/Physical Demands
Working hours and times will fluctuate based on client interactions
Some travel will be required (
Other duties as assigned
If you have a strong interest in working in a start-up environment in the world of big data and analytics while contributing to a healthy mission, please submit your resume via our careers section. SPINS is an Equal Opportunity Employer. No phone calls please. No Recruiters. Due to the large volume of responses we receive, we can only respond to candidates of interest.

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