As the account owner at Appriss Retail, the Associate Customer Success Manager is responsible for the customer experience with Appriss Retail. From onboarding to renewals to expansion, the Associate Customer Success Manager will build long-lasting, mutually beneficial relationships with their customer, always striving to find the solutions which best fit the individual needs of the customer and Appriss Retail. The Associate Customer Success Manager will need to be able to represent Appriss Retail’s interests while serving as the customer’s advocate. The person in this role must be proactive and passionate about the customers they serve and be able to understand and direct both business and technical solution product choices – being able to bridge between the customer and Appriss Retail leadership and individual contributors.

Responsibilities

• Manage the community of customer who are not assigned a dedicated Customer Success Manger, interact with this portfolio to answer questions, address concerns, and understand their unique business challenges.
• Proactively identify ways to work with the community of customers who are not assigned a dedicated Customer Success Manager in a “one-to-many” capacity.
• Processes contract renewals with customers and identifies upsell opportunities.
• Partner closely with assigned sales executives to enable solutions for customer needs and identify process improvements and/or areas for growth.
• Must possess an understanding of Appriss Retail’s technology strategy and be able to articulate its benefits to all customers.
• Drive product usage and customer retention, with a focus on early identification of risks (project and renewal) and improvement of overall customer health.
• Partner with internal departments to deliver greater value to assigned customers.
• Recognize industry trends and provide feedback internally as appropriate.
• Review customer usage and analytical data to learn more about customer.
• Resolve Customer and internal escalations in a timely manner.
• Track on-going operational metrics.
• Manages the contractual requirements and ensures that all outlined commitments are achieved.
• Maintain an updated knowledge of Appriss and Appriss Retail software and services.
• Build a trusted advisor relationship with assigned customers.

Skills & Requirements

• Strong relationship skills, with the ability to work within all levels of an organization.
• Be comfortable in an ever-changing environment.
• Self-direction of day-to-day activities – collaborating with team members to share best practices and experiences.
• Track record of managing projects and/or programs.
• Broad knowledge of all Appriss Retail products and services.
• Exceptional listening skills with the ability to ascertain unspoken needs.
• Critical thinking and problem-solving skills.
• Ability to travel required.

Preferred Qualifications

• 1-2 years of general industry operational experience, outside sales or sales representative, account management, customer success experience, or relevant associate or bachelor's degree.
• Salesforce CRM experience.
• JIRA ticketing system experience.

Benefits

Appriss Retail offers competitive benefits including medical, dental, and vision coverage. We offer an immediate vesting 401(k) plan with employer matching, unlimited paid time off for salaried employees, and well-being support including gym reimbursements, a subscription to Calm – Meditation and Sleep app, and paid leave for new parents and family care. As a hybrid global community, we also offer a remote work-first environment empowering our people to work wherever suits their lifestyle.