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| Job Category : | Management |
| Company Name: | The InStore Group |
| Position Name: | Customer Success Manager |
| Location : | Remote |
| Job Description : | The Customer Success Manager serves as the direct support function to TheInStore Sales Team, and single point of contact to our high-profile retailers and consumer packaged goods customers. You play a critical role in our “land and expand” efforts. You will be the customer’s single daily point person. This role interfaces daily with our customers, internal field operations, sales, accounting, and our technology group.You will be positioned as the company subject matter expert and a comprehensive customer resource to ensure we execute the highest quality customer experience on every program. With the sales department, you will own the customer project onboarding, project implementation, customer reporting, and achievement of identifying business opportunities to upsell & cross-sell with our sales department in the accounts you manage.In addition to focusing on customer satisfaction and executing current statements of work contracts as the Customer Success Manager, you are the customer trusted advisor and primary contact point in identifying revenue expansion opportunities for the company.Job Description – Roles and Responsibilities As an InStore Customer Success Manager, you help set the tone for the client experience with The InStore GroupIn this role, you will be the person who is responsible for implementing the day-to-day customer’s projects with interacting with our national field organization executing the client statement of work (SOW) objectives and parameters of the sales contracts for each statement of work (SOW)Execute the strategy for the accounts assignedYou will work daily in our project software (Natural Insight- NI) to set up customers projects, store lists, store photos, and customer report questions for each SOW soldLead best practice solution efforts that address customer needscoordinating the involvement of all necessary company personnel and departments to customer successResponsible for analyzing and developing customer reporting, presenting to client’s their weekly SOW executive summary report, and store-by-store report from NI to identify with client’s additional opportunities from the dataAssist the sales department in driving incremental sales revenue for TheInStore GroupIdentify new selling opportunities within existing and prospective customersProactively communicate and partner with sales for revenue expansion opportunities within customersMaintain excellent working relationships and partnerships with InStore national field operations department to meet the SOW demands of our clientsProactively assesses, validates customer needsAs applicable, execute the SOW warehouse and fulfillment requirements.Support the auditing and call center department as required for customer success.Coordinate involvement of company executives and President with customer management when necessaryBe passionate about delighting our customers and delivering a “WOW’ service experience.Make every customer interaction positive and a fantastic client experience through every interaction with The InStore GroupThrive in a “roll up your sleeves and make things happen” environment.Work independently and be collaborative internallyJOB QUALIFICATIONS Four-year college degreeMinimum 3 years of business-to-business sales, customer success management, or customer support environmentPC proficiency in Microsoft 365 environmentStrong attention to detailsWork independently and collaborative internallyRequires 25% travel.Job Type: Full-timeApply Today!Job Type: Full-timePay: $50,000.00 – $60,000.00 per yearBenefits:Dental insuranceDisability insuranceHealth insuranceLife insurancePaid time offPaid trainingVision insuranceSchedule:Monday to FridaySupplemental Pay:Bonus payAbility to commute/relocate:Charlotte, NC 28277: Reliably commute or planning to relocate before starting work (Preferred)Education:Bachelor’s (Preferred)Experience:Microsoft Office: 1 year (Preferred)Customer Success Manager: 3 years (Preferred)Work Location: Remote |
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