Job#: 2071680
Job Description:
Customer Success Manager
Apex Systems is a global IT services provider, and our staffing practice has an opening in the Online Retail space for Customer Success Managers with experience with in store hardware & software experience as well as Project Management experience to place as our client.
Start date: ASAP.
Office Location: remote/Liberty Village, TOR
**Travel to client site within North America required**
Hybrid: preferred on site on weekly basis if applicable
Application Process: It is best to apply via the medium on which you are seeing this posting. If you encounter technical difficulties submitting your resume, please send a Word version of your resume to Johanna at [email protected]
Job description:
Customer Success Manager
OVERVIEW
Our Client is hiring a Customer Success Manager, specializing in AI shopping carts, to help support and grow grocery store rollouts. In this role, you will have responsibilities including, but not limited to, providing proactive and strategic guidance on optimal usage of product offerings, serving as the internal voice of the retailer, cross-functional internal coordination of retailer requests/initiatives, and assisting with the development of the customer success processes, metrics and engagement strategies throughout the customer lifecycle.
ABOUT THE JOB
• Develop and lead the pilot and scaling strategy for a portfolio of retail partners leveraging AI shopping ca technologies
• Collaborate with Business Development, Enterprise Solutions and Product teams to execute on and help create playbooks, data points, tools and resources to educate and encourage the piloting and scaling of AI shopping cart usage on the platform
• Be a subject matter expert of AI shopping cart’s in-store experience and how it interact with and augment Our client’s other enterprise offerings, and provide consultative services to internal and external audiences to educate on best practices and tactics for optimal success on the platform
• Help develop partner-facing collateral and lead presentations to external audiences to evangelize AI shopping cart offering, including demonstrations of the suite of enterprise products and services
• Establish a deep understanding of Our clients business operations, including internal processes, functional group strategies, and competitive landscape context
· Engage, educate, collaborate, and problem solve with internal and external partners at all levels of the organization
YOUR DAY TO DAY
• Strategic Planning: For each retailer in your portfolio, develop a deep understanding of their business goals, strategies, and initiatives, and advise on how our client’s AI shopping cart offerings play a role in those initiatives
• Evangelize the AI shopping cart value proposition: Build and maintain strong relationships across multiple internal and external client stakeholders
• Manage senior level (VP/Director) client relationships in partnership with the Account Management team Analytical Support
• Develop, advise and monitor retailer metrics and KPIs, leveraging these insights to drive business results and to understand how Our Client’s AI shopping cart products are performing for retailers Product Knowledge: Become a subject matter expert (SME) on Our Client’s retailer-facing suite of products and be proactive in how clients can leverage it to grow their business
• Provide expert consultation to clients leveraging your knowledge of the Enterprise solution set including:
- Development of the onboarding/training process for Enterprise retailers joining Our Client’s platform
- Development of collateral and training materials to support education of new quarterly feature releases
ABOUT YOU
• 5+ years previous Customer Success or other relevant experience
• Prior experience should focus on enterprise and / or SaaS
• Strong project/program management skills
• Technical acumen to allow effective articulation of Our client’s Enterprise capabilities & offerings highly preferred
• Experience working with hardware highly preferred
• Experience with grocery, operations, or logistics highly preferred
• Excellent communication skills with the ability to distill complex issues
• Comfort with large data sets and ability to extract business insights from analysis
• Comfort with ambiguity and a rapidly evolving business landscape
• Solid stakeholder management skills, both for internal and external stakeholders
• Quick communication response times
• Ability to manage across functions and present to leadership
• Creative problem-solver
• Positive, energetic, and influential relationship builder
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.