Customer Success Consultant

Summary

Join SMG, a leading experience management provider, as a Customer Success Consultant and make a significant impact on cutting-edge projects. This role involves managing, onboarding, and supporting clients daily, consulting on project approaches, and inspiring new ideas to meet client objectives. You will be the main point of contact for clients, managing fast-paced research projects, and ensuring project goals are met. The ideal candidate has 3-5+ years of customer success/market research experience, ambition, and a passion for technology and insights. SMG offers a remote-first work environment, unlimited PTO, tech provided, and a diverse, supportive team. This is a values-driven culture where you will connect, collaborate, and co-create.

Requirements

• Educated to at least degree level or equivalent in marketing or business
• 3-5+ years account management, customer success, insight or research experience
• Previous experience working with FMCG companies and brands
• Good appreciation/understanding of marketing and client issues
• Self-motivated with a drive to deliver value for customers
• Ability to work independently as well as in a team
• Excellent communication skills and command of English, both written and spoken
• Ability to work under pressure and to meet tight deadlines
• Ability to plan ahead, multitask and drive solutions around related aspects of your role
• Excellent analytical skills
• Proven track record in delivering visually appealing presentations
• Genuine curiosity and energy in your chosen field, we value self-motivated individuals

Responsibilities

• Manage, onboard, and support clients on a day-to-day basis
• Consult on project approach and inspire new ideas to best meet the client's objectives
• Engage the team around you to deliver on client projects
• Relationship owner for client portfolio acting as main point of contact for the client on practical issues and growing advocacy through the life of the project
• Managing a range of fast paced research projects
• Own the project scope, timelines and details - ensuring we are highly organized and set up for success
• Hold the client and internal team members accountable to achieve project goals
• Manage and track customer health KPI's ongoing and during new client pilot activity defining a path for conversion to annual contract
• Leadership of project teams to meet project management and research objectives
• Work collaboratively with the Community and Research Teams to ensure activity is scoped and delivered on time and to a high standard
• Strategic ownership of program with QBRs to share KPIs, increase relationship health, drive satisfaction and loyalty and increase usage
• Ability to present findings to client’s leadership at a high level with strategic recommendations
• Expert in the product capabilities to facilitate training and drive usage and tool adoption
• Support existing client expansion revenues through building strong client relationships/networks and proactively seeking-out incremental revenues (new brands, teams and markets)
• Partnering with commercial team in preparation for renewals and expansion work to retail and grow the partnership

Benefits

• Unlimited PTO
• Tech provided
• Remote first company (fully remote)