Customer Success Manager

Summary

Join ThirdChannel, a company empowering retail brands to build flexible workforces, as an Account Manager. You will be responsible for managing client relationships, developing strategic account plans, implementing technology solutions, and driving revenue growth. Success hinges on understanding client needs, coordinating internal resources, and effectively communicating data-backed ROI. The ideal candidate possesses strong communication, negotiation, and presentation skills, along with experience in account management and revenue generation within the retail or technology sector. This role offers a competitive salary, comprehensive benefits, and remote work opportunities.

Requirements

• 3+ years of practical experience in account management, sales, or a related role within the retail or technology sector
• Proven track record of managing accounts and achieving revenue growth targets
• Strong understanding of budget development and management throughout the contract lifecycle
• Exceptional communication, negotiation, and presentation skills: adept at interpreting what the customer is asking for throughout the program and provide that intel through business reviews
• Ability to take actionable business steps based on data insights and clearly communicate them to both technical and non-technical audiences
• Professionalism with a client-focused approach and strong time management skills; able to balance competing priorities effectively
• Proficiency in Microsoft Office Suite

Responsibilities

• Develop and maintain strong relationships with key stakeholders at assigned retail accounts. Act as the primary point of contact, ensuring high levels of customer satisfaction, retention and trust
• Work with clients to pinpoint their business objectives and technology needs. Create and implement strategic account plans that align with client goals, driving mutual success while managing competing deliverables effectively
• Oversee deployment and integration of technology solutions into client workflows, leveraging AI technologies as needed
• Identify and share new product ideas with the product and engineering teams, shaping our offerings by anticipating adoption blockers and advocating for operational changes within customer teams
• Identify upselling and cross-selling opportunities to drive revenue growth, expand existing accounts, acquire new business, and build budgets for renewals and expansions within the assigned territory
• Track key account metrics to provide data-driven recaps demonstrating ROI. Present actionable insights through storytelling, combining data and in-store feedback to enhance client sell-through performance, and execute recaps on a schedule to support revenue growth
• Develop, manage, and monitor account budgets to ensure effective allocation of resources and achievement of financial objectives
• Proactively resolve client issues and concerns during engagement to ensure smooth operations
• Work closely with sales, marketing, product development, and support teams to ensure alignment and support for strategic account initiatives

Benefits

• Competitive salary ($75-90K+)
• Comprehensive health, dental, short term disability, and vision insurance
• 401(k) retirement plan with company match
• Remote working opportunity with an optional office space in Boston
• Professional development opportunities and continuous learning programs
• Creative and inclusive work environment that values innovation and collaboration