Customer Success Manager

Summary

Join FORM as a Customer Success Manager and empower our customers to maximize their use of the GoSpotCheck platform. You will be responsible for onboarding, training, and providing ongoing support to clients. This role involves analyzing customer data, offering actionable recommendations, and building strong relationships with key stakeholders. You will play a crucial role in ensuring customer satisfaction and driving platform adoption. Success in this position requires strong communication, data analysis skills, and experience managing B2B customers. The ideal candidate will have a proven track record of customer retention and growth.

Requirements

• Have 2-3 years’ experience managing B2B customers
• Be comfortable working directly with executives and senior-level management
• Have managed simultaneous projects in a customer-facing role where you were directly accountable for delivering data-driven results
• Have exceptional written communication skills: concise, persuasive, and empathetic
• Have exceptional verbal communication skills: clear, on-point, and confident
• Have a proven track record of building successful relationships with customers
• Have a history of retaining and growing your customer portfolio
• Understand how to prioritize and focus on what is important
• Look forward to collaborating and building relationships with many other teams throughout the company
• Have completed a bachelor’s degree
• Appreciate and align with our company values

Responsibilities

• Advocate for, consult with, and empower our customers to make the most of the GoSpotCheck platform
• Be involved with your customers' onboarding experience from kick-off to go-live
• Provide training and support to new client users
• Encourage adoption and engagement throughout the entire customer lifecycle
• Dive into your customers' data and business rules and emerge with actionable recommendations on GoSpotCheck best practices, configuration, and data integrity
• Build authentic and trusting relationships with key stakeholders in your portfolio, reinforcing the value of our partnership today and in the years to come
• Provide thoughtful GoSpotCheck solutions and recommendations to help resolve new and existing customer pain points
• Provide customer training on the GoSpotCheck platform and consultation to help the customer maximize their use of the solution and minimize platform pain points/shortcomings
• Provide managed services to the customers either directly or via the CS Operations team to augment the customer’s role in the administration and management of their platform solution
• Consistently communicate our value and demonstrate GoSpotCheck's ROI for our customers throughout their lifecycle
• Prioritize and deliver the highest-value items from customers
• Reinforce the value our customers receive from GoSpotCheck through Executive Business Reviews, Strategic Planning sessions, and day to day communication
• Retain and grow your portfolio organically

Preferred Qualifications

• Have experience managing Enterprise customers and/or portfolio of $2M ARR or more
• Love data and may have been a data analyst in a past life. Explain relational database concepts, have advanced Excel skills, and have even written a SQL query or two over the years
• Have experience in Image Recognition (IR) or AI/Deep Learning
• Have experience working in the beer/wine/spirits industry and have an understanding of on/off-premise, wholesalers, distributors, display compliance, brand ambassadors, goal-based attainment, and various BWS industry knowledge