Customer Success Manager

Customer Success Manager

JOB SUMMARY
The Customer Success Manager is focused on proactively consulting strategic customers on procurement processes and dilemmas to drive customer success/product adoption and build strong relationships.

The two main goals of the customer success organization are to drive customer retention and identify opportunities where an iTN solution could help customers achieve long-term goals .

The Customer Success Manager should have an in-depth knowledge of the industry and should be able to maintain conversations with C-level as well as VPs of Procurement, IT, Supply Chain, at major retailers and food servicers, in North America.

Specific responsibilities include: customer retention, identifying growth opportunities, creation of strategic action plans, planning and leading executive business reviews, establishing and refining tools and processes internally to facilitate customer interaction, and acting as a liaison between Sales, Customer Support, Product Management and other internal departments to deliver a best-in-class customer experience.

The Customer Success Manager has a deep understanding of complex supply chains and business processes (specifically in perishables), accurately depict company messages, advise customers on buying decisions, and foster relationships with decision makers to create brand loyalty.

Excellent customer success managers can persuade their customers to use products and solutions in ways they hadn’t previously thought of and have an inherent knack for knowing what a customer needs by identifying inconsistencies and inefficiencies in their business processes.

Ultimately, the Customer Success Manager is responsible for owning the retention and success strategies for the customers in their book of business. 

Customer Success Managers are required to prepare and present formal reports for key stakeholders (internal and external).

Responsibilities:


* Act as a consultant to your customers to guide them through their customer journey


* Create and maintain comprehensive account plans (business overviews, key business initiatives, success metrics, competitor analysis, relationship goals and strategy, sales opportunities and risk, action plans, et


* Develop and evolve internal KPI’s to track overall customer health and predict contract lifetime value


* Establish and maintain meeting rhythms to ensure all customers are contacted within a defined time period


* Promote retention of customers and overall positive experience with the brand


* Drive revenue growth in strategic accounts through assessing ever-changing customer business needs and pairing iTrade’s products and solutions to achieve desired outcomes


* Lead highly strategic cross-functional and cross-organizational initiatives


* Engage customer executives (C-Suite) to become a trusted, credible, valued partner.

Level set on expectations and gain buy-in on strategic plans.


* Ability to devel...