Senior Customer Success Manager

Little Ferry, NJ, United States

The Sr. Customer Success Manager is responsible for working with Wholesalers and Independent Retailer grocers across Marketing, Merchandising, IT, and developing customer relationships that promote retention and growth of Inmar/MarTech solutions. The Sr. Customer Success Manager works with Inmar’s Customer Intelligence and Analyst team, Finance, Product, Shopper Marketing, Sales, Implementation and Operations personnel in support of their assigned accounts to secure CPG and Retailer Corporate investments, execute initiatives on time and maximize the return on investment based on defined objectives. This role works closely with the Sr Director of Customer Success to ensure that assigned retailers are satisfied with the services they receive and improve on areas of opportunity. Primary Accountabilities: Strategic (35%) Ownership of preparing and leading weekly update calls, monthly and quarterly business review (QBR) meetings Develop customer relationships and maintain customer wiring with Executive Leadership, Merchandising and Marketing teams Gain understanding and alignment of overall strategy, develop enhancements/modifications, as well as, with the customer Marketing, Merchandising and Private label (Own Brands), department, category and brand priorities tied to the retailers’ annual plans and objectives, including KPI’s Across assigned customers, help drive digital incentive/loyalty program growth through registrations and engagement Customer Management and Administration (35%) Day-to-day account contact and leader of weekly communication with assigned customers to discuss technology initiatives (digital incentives, loyalty, media) Assist in and lead presentation of digital offers and loyalty solutions to retailers for adoption of programs offered Work in partnership with the retailers to assist in the training and onboarding of customer teams, ensuring strong adoption and ongoing engagement with incentives, loyalty and retail media network solutions Assist in teaching and training of Incentives and Loyalty and Coordination in building and deploying the best practices to ensure the retailers and it’s CPG investors are realizing the maximum benefit from the Inmar’s products and services Coordinate with the Inmar shopper marketing team, sales and the operations teams to ensure timely execution of loyalty and offer programs Own managing weekly revenue reporting, forecasting, and updates for assigned regional grocers Manage contract development and renewal cycles for assigned accounts, ensure contracts/MSAs/SOWs are complete, accurate and signed Update Salesforce to reflect account relationships and renewal opportunities Influence (15%) Identify quality-improving and feature enhancement requests to drive better outcomes to retailer and campaign objectives Provide expert customer insight to Product teams on innovation and improvement opportunities for user experience, product features, and customer engagement processes to ensure rapid adoption, greater usage, and high renewal and referral rates Analytical (15%) Collaborate with Retail Acquisition team to share customer insights that inform upsell/cross sell opportunities and deliver the best service Provide on-going KPI analytics and industry and Inmar insights on Incentives, Loyalty and Media Required Qualification: Bachelor's degree 5+ years of progressive experience establishing and working on a Customer Success team within a marketing, advertising technology firm, or retailer. Digital media, in-store media, e-Commerce software, analytics and business operations knowledge preferred. Proficiency in Excel and functions such as V Look-ups, Pivot tables, etc. Experience working to promote value through customer experience. Exceptional ability to communicate and foster positive business relationships. Experience in communicating and working with executives and leadership Process analysis and optimization experience required. Work experience and/or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position. Ideal candidate would have experience working for a Consumer Packaged Goods company, a marketing services provider, shopper marketing agency or retailer (Grocery, Drug, Dollar, Mass). Up to 25% travel Individual Competencies: Integrity Grit Business Acumen Influential Communication Strong Ownership/Initiative Sense of Urgency Teamwork Collaboration Flexible/Adaptable Negotiation Influence Analytical and Critical Thinking Problem Solving/Forward Thinking Effective Execution Command & Control of Business The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. While performing the duties of this job, the associate is: Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms. Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper. Occasionally required to stand, kneel or stoop, and lift and/or move up to 20 pounds. Regularly required to view items at an extremely close range and must be able to adjust and readjust focus. Safety: Support a safe work environment by following safety rules and regulations and reporting all safety hazards. As an Inmar Associate, you: Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations. Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client. Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information and achieve results. Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability. Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome. #LI-BA1 #LI-REMOTE We are an Equal Opportunity Employer, including disability/vets.

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