Retail Solutions, Inc. Customer Success Manager in Pune, United States
The Manager, Customer Success Center is part of the Retail Solutions ' Global Customer Success Team. The primary responsibilities include leading a customer-facing team, managing some of the world ' s largest consumer goods manufacturing companies, providing value-based services to our customers, assisting in our Software-as-a-Service (SaaS) applications, contributing to internal cross-functional projects, and performing all other customer success manager related functions.
Assist in new Customer Success Center employee training
Manage a team of Lead, CSCs, Analysts and Senior Analysts
Collaboratively develop and implement Employee Development Plans that contain measurable goals
Provide regular feedback and guidance to each direct report, including an annual Performance Review Resource planning to meet organizational growth and commitments
Recruit and interview Customer Success Analyst and Senior Analyst candidates
Develop individual and team goals that align with the corporate strategy and objectives
Analysis and reporting for Customer Success Center performance and insight procurement
Sponsor and/or lead Customer Success Center process improvement initiatives
Development of Customer Success Center collateral for internal stakeholders
Serve as primary customer stakeholder for cross-functional projects
Research and application of industry-wide customer service best practices
Coordination and prioritization of strategic projects and initiatives
Leverage Customer Satisfaction insights and analysis to recommend changes and innovative programs Serve as Customer Success stakeholder for product development and deployment
Develop and deliver pertinent global customer communications
Customer risk assessments and communication
Measure Service Level Agreement performance of customer requests
Manage customer escalations, ad hoc and rotational customer reviews
Contribute to regular customer account reviews for strategic accounts
3+ years of experience in a management position supporting corporate and/or strategy development.
5+ years industry experience within Retailer, CPG, B2B
Bachelors degree in computer science or equivalent required; Masters Degree preferred.
Project management skills with a high level of confidence and ability to drive initiatives across many functions within an organization
SalesForce experience preferred
Tableau and Power81 experience preferred
Strong verbal, technical and written skills in English
ABOUT RETAIL SOLUTIONS, INC.:
Retail Solutions, Inc. ("RSi") develops and delivers a comprehensive suite of award-winning software-as-a-service (SaaS) solutions that turn Retailer "downstream data", such as point-of-sale (POS), supply chain, merchandiser feedback and category data, into actionable visibility into the store and onto the shelf for their suppliers.
RSi, the largest and fastest-growing company in the Retail Execution Management field, has more experience with processing customer-specific retailer data than any other company. Retailers and consumer product goods (CPG) companies trust Retail Solutions to grow sales, reduce out-of-stocks, improve promotion execution and effectiveness, maximize retail operation productivity and foster collaborative relationships in the retail industry to improve product availability for the end-consumer.
RSi serves more than 500 CPG Companies, including 23 of the top 25 global consumer goods companies, and processes data from more than 175 leading retailers in the Americas and Europe. Retail Solutions, Inc. is headquartered in Mountain View, CA and has offices in Providence, RI, Bentonville, AR, Minneapolis, MN, Chicago, IL, Brentford, UK, Munich, Germany, Pune, India, and Shanghai, China. RSi is an equal opportunity employer.