Our Firm

Careers

VIEW ALL APPLY NOW

Customer Success Manager - Consumer Electronics and Durable Goods

Experienced

Numerator | Sales

The Customer Success Director serves as a trusted adviser to our customers, ensuring they achieve success with our platform-based solutions and maximize their return on investment - leading to strong renewal rates and growth across our portfolio of products.

This individual is responsible for understanding customer business objectives, leading frequent discussions with senior executives across Sales, Marketing, Merchandising, Category Management and Insights to confirm value and discover new needs. The Customer Success Director will partner with other members of our Customer Team, as well as our Product and Solutions Consulting team,s to ensure clients get the most from our game-changing insights and products. In addition, he/she will work with Sales colleagues to help expand our customer footprint.

Responsibilities

- Manage a client relationship after on-boarding is complete to drive on-going realized value against measurable long-term strategic goals to ensure long-term success
- Establish and execute against a Customer Success Plan that ensures value delivered for the customer over time and the adoption of contracted Numerator solutions across key user groups based on confirmed Use Cases
- Be an advocate for all assigned clients by understanding their business deeply and leveraging Numerator’s solutions to help them grow
- Work closely with Sales colleagues to support business reviews, ensure renewal of annual recurring revenue, and identify and support growth across an assigned portfolio of clients
- Capture Impact Stories to document Customer Use Cases and associated business impact and ROI
- Manage to Client Health objectives and lead execution against all supporting activities including NPS capture and response and Calls to Action to restore Client Health
- Partner with the Customer Success Enablement team and with Engagement Managers to support On-boarding activities and on-going Customer Education
- Provide feedback to the Product Team to help improve platform offerings
- Continually create or refine processes and internal documentation
- Support all pillars of the Customer Success function as needed

Skills & Requirements

- Bachelor’s or Master’s Degree (preferred) with 3+ years relevant experience
- CPG, Consumer Electronics, Apparel, and/or Retail industry knowledge
- Functional experience in Brand Marketing, Market Research, Category Management, and/or Shopper & Consumer Insights roles, or experience as a service provider to these functions
- Desired experience in Customer Success or related role with a focus on account planning and management
- Relevant software industry, Nielsen or IRI experience (consulting, product, sales support and/or service delivery function), is ideal
- Understanding of both syndicated and household panel data (Nielsen and/or IRI)
- Working knowledge of enterprise software applications and services designed for the retail and consumer goods industries is highly valued (e.g., Nielsen, IRI, Dunnhumby)
- Experience as a power user of Microsoft Excel and related customer relationship management tools like Salesforce.com and Gainsight
- Expertise with one or more of Numerator’s Products strongly preferred
- Proven analytic skills: conceptualizing, analyzing, deriving insights from data, and designing an execution plan to achieve success on our platform
- Proficient with multi-tasking, prioritizing, and working with colleagues across a wide portfolio of accounts
- Skilled at developing relationships with clients to become a trusted and value-added business partner
- Able to easily walk people through an entire process, step by step, and create a story to increase understanding of the data
- Excellent oral and written communication skills
- Strong presentation skills, particularly with customers or prospects present
- Travel required

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.