Customer Success Manager
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Job Description
Customer Success Manager supporting non-digital incentives programs for CPG and Retail marketers at Neptune Retail Solutions. Collaborating closely with clients, agencies, and internal teams to ensure project success.
Responsibilities:
- Coordinate the execution of In-Store, Merchandising, At Home, and Digital Media programs once the client has approved to go to Contract
- Inclusive of creating Salesforce opportunities, managing system reservations, generating Contracts, processing program assets, providing program recaps/reporting, and approving invoices
- Work closely with Sales on assigned accounts providing executional details and other pre-sale support as needed
- Build strong relationships and act as the liaison between Sales, Clients, and Internal departments
- Lead executional excellence and manage multiple programs, generating and managing the client on assets, timelines, and executional details
- Day to day Account management, maintaining status grids, answering client questions, troubleshooting issues that arise
- Ability to evaluate processes and continually seek improvement ideas
- Assist with special projects as assigned by leadership
Requirements:
- Bachelor’s Degree in Business, Communications, Marketing or related field (and/or equivalent, relevant work experience)
- Minimum of 2-3 years’ experience ranging from college internships to a professional position in Campaign Management, Customer Success, or Customer Service/Client Services - dealing directly with internal business teams, vendors, clients and/or Sales Executives
- Excellent organizational skills including strong attention to detail and ability to present complex information in such a way that all team members understand their tasks at hand
- Strong time management skills including an outstanding ability to work independently and multi-task while operating in an environment of frequently changing priorities and successfully managing the demands of a quickly growing workforce
- Proven ability to mitigate problems through first tier-troubleshooting, identify pain points, manage issues through resolution that put the customer first, and apply learnings to future situations
- Ability to adapt and change with the needs of the business mindfully and tactically
- Proven ability to establish and maintain strong Internal and external partnerships
- Superior written and verbal communication with the ability to effectively communicate via email and phone with remote colleagues and Clients
- Proficient in Office (Excel/Word/PPT), Salesforce experience is a plus
Benefits:
- Health insurance
- 401(k) retirement plans
- Paid time off
- Flexible work arrangements
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