Sr Customer Success Manager

Overview

The Opportunity KWI is developing innovative technology solutions to help retailers transform their business. Our Customer Success Managers (CSMs) are responsible for the overall health of our relationships with our retail clients. They focus on developing, nurturing, and advocating for our clients and ensuring they are getting the most usage out of our products. A successful client relationship is one where our clients see the value not only in our products, but in the care and expertise they receive from our internal team.

Department
:
Customer Experience

Location
:
Melville, NY

Compensation
: $110,000 / year

We are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI offers a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. Our portfolio of customers includes Pandora, Bluemercury, Tom Ford and many other globally recognizable brands. We combine Point of Sale, Merchandising, Order Management, eCommerce, CRM, and Loss Prevention into one cloud-based platform.

We are a Values and Mission driven organization, and we believe that if we develop and demonstrate leadership in our strategy, operations, and people, we will continue to drive product innovation and service excellence.

• Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Building strong customer relationships and delivering customer-centric solutions.
• Building partnerships and working collaboratively with others to meet shared objectives.
• Conduct regular ongoing meetings with retail clients to keep a pulse on business challenges and needs and make recommendations to help address those needs.
• Partner with internal teams to ensure the company is delivering on client commitments.
• Meet with clients in person on a regular basis, including leading the planning and execution of quarterly business reviews (QBRs).
• Own a named account list and develop strategic account plans for each; primary team member accountable for client retention.
• Work with cross-functional client stakeholders including IT, Retail Ops, Digital, Finance and others to develop broad-reaching relationships.
• Ensure clients are maximizing KWI’s technology solutions and offerings; recognize gaps and drive usage or recommend solutions.
• Identify opportunities for growth and expansion within the customer base by understanding their business goals and anticipating their future needs.
• Maintain a detailed understanding of KWI’s products and services; become a subject matter expert in not only our clients’ business but in how our solutions can support them.
• Maintain a pulse on internal client projects and issues; work with internal Support teams to review customer complaints and concerns and seek to improve all aspects of the customer experience.

• You have a minimum of 7 years of experience in a client services, customer success, or account management role.
• Bachelor’s degree or equivalent experience.
• Your strongest asset is your ability to communicate and build relationships with people.
• You have outstanding written and verbal communication skills and are comfortable presenting to groups of people and/or internal and executive team members.
• You are customer-obsessed, approaching the customer experience as an ever-improving initiative.
• You can perform under pressure and meet deadlines while demonstrating enthusiasm towards colleagues and clients.
• You can anticipate change and proactively adjust priorities and strategies accordingly.
• You can uphold deep knowledge of KWI’s products and consistently educate clients on KWI’s products; serve as a subject matter expert.
• Experience in retail or working with retailers is required.
• Experience with in a SaaS organization or working with SaaS technology is preferred, but not required.
• Technical background is not required, but you’ll need to be comfortable discussing technical topics and understanding the detailed elements and functionality of KWI products.

• Full Medical, Dental and Vision
• Annual bonus eligible
• Fr…