Customer Success Manager

6 months ago

Remote, Canada Wiser Solutions Full time

Company Description

Wiser Solutions is a suite of in-store and eCommerce intelligence and execution tools. We're on a mission to enable brands, retailers, and retail channel partners to gather intelligence and automate actions to optimize pricing, marketing, and operations initiatives, both in-store and online. Our Commerce Execution Suite is available globally.

**Job Description**:
**Location of Job**:This position is a remote role and will require someone to work in Canada.

Unique opportunity to jump into the business side of a fast-growing global commerce execution leader and make a meaningful impact on one of the core drivers of our success. If you are driven by your concern for others, are analytical by nature, and want an opportunity to grow with a company in an environment with smart down-to-earth people, you’re in the right place
- Essential Functions _

We are looking for a Customer Success Manager to join the Go-To-Market business team at Wiser Solutions. This role has a broad range of responsibilities that will grow as you do. Your main responsibilities will include:

- Scoping, communicating, and project managing customer deliverables.
- Serving as the primary contact for on-boarding, training, and day to day needs for your customer group (separate support and engagement management teams exist as well for additional customer coverage)
- Be an advocate for all assigned customers by understanding their business and leveraging Wiser’s solutions to help them grow.
- Capturing, documenting, quantifying, and communicating customer feedback and risk to the Sales, Marketing, Product, Operations and Leadership teams
- Assisting in the creation of communal resources and innovating efficient processes to surprise and delight our customers while aiding internal teams.
- Analyzing customer behavior inside & outside of our solutions in order to take action to improve customer engagement & retention.
- Leading frequent customer meetings & quarterly business reviews bolstered by proactively sourced data driven analysis.
- Working with customers and internal sales teams to grow (upsell and cross-sell) accounts, negotiating customer contracts and renewals, and collaborating with management to create corresponding amendments & statements of work.
- Proactively reaching out to customers to identify risk and assess gaps in value realization to therefore take mitigating action with the support of appropriate internal teams.

**Qualifications**:

- 2-4 years customer success manager or similar experience
- 2-4 years of professional experience in a role that blends customer focus and analytics.
- Technical aptitude, and intermediate or higher experience with Microsoft Excel, PowerPoint, and Salesforce CRM
- Strong analytical mindset and ability to think ‘outside the box.’
- Retail industry knowledge preferred.
- Strong customer orientation and sense of empathy (prior customer service positions are a plus)
- Ability to communicate clearly and effectively (cross-team or customer communication experience is a plus)
- Business acumen and strategic thinking
- Strong follow through, organizational abilities, and time management skills
- High degree of attention to detail and self-accountability
- Demonstrated ability to manage multiple large responsibilities simultaneously.
- Can-do, positive, and team-oriented attitude
- Maintain regular and reliable work attendance.

Additional Information
**Other Duties** - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

**EEO STATEMENT** - Wiser Solutions, Inc. is an Equal Opportunity Employer and prohibits Discrimination, Harassment, and Retaliation of any kind. Wiser Solutions, Inc. is committed to the principle of equal employment opportunity for all employees and applicants, providing a work environment free of discrimination, harassment, and retaliation. All employment decisions at Wiser Solutions, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, national origin, family or parental status, disability, genetics, age, sexual orientation, veteran status, or any other status protected by the state, federal, or local law. Wiser Solutions, Inc. will not tolerate discrimination, harassment, or retaliation based on any of these characteristics.

Base pay is one part of our total compensation package. Pay is established on an individual basis after considering multiple factors such as relevant experience, education, and other qualifications. In addition, we take into account geographical differentials and make sure pay is equitable with our current staff. For this position, our hiring range for base annual pay is estimated to be CAD$70,000 to $80,000 at the time of this posting.

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