Customer Success Manager

Enterprise 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 Managerswith experience with in store hardware & software experience as well as Project Management experience to place as our client.

Start date:
Jan 2025

Office Location:
remote/Liberty Village, TOR

• Travel may be 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 Diana at ***

Job description:

Enterprise Customer Success Manager

OVERVIEW:

Our Client is hiring an Enterprise 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 client's 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