Customer Success Manager

Transforming Retail through Consumer Engagement and AI Technology

COMPANY OVERVIEW

Retail Decision Technology – Insights with Intelligence Powering Effective Business Decisions

About First Insight 💡

First Insight is the global leader in Voice of the Customer/AI solutions for Retail. First Insight has been in the forefront of retail innovation by pioneering the use of Voice of the Customer (VoC), artificial intelligence (AI), and predictive analytics since 2007. Our visionary solutions have redefined what’s possible in the retail industry, making First Insight an indispensable partner for retailers and brands worldwide who want to drive the potential of their business. By harnessing advanced AI to analyze voice of the customer data, First Insight empowers businesses with the predictive insights needed to anticipate trends, understand consumer preferences, and maximize product and business success with remarkable precision. This shift to a data-driven approach has significantly reduced waste, increased profitability, and introduced a new era of creativity and efficiency in retail strategy and decision-making.

Our unrivaled solutions leveraging consumer data, AI and advanced predictive analytics have taken the retail sector by storm, resulting in years of consistent, significant growth. As we continue to grow, we are seeking a high performance, self-motivated, experienced professional who is looking for an opportunity to help drive our business as a Customer Success Manager. This high-visibility, customer-facing position provides the opportunity to both engage directly with C-Level leaders and functional decision-makers in global organizations, as well as collaborate internal cross-functional teams in the delivery of solution services and value. The CSM at First Insight is an integral part of First Insight and serves as a vital link between its technical solution offering and driving the strategic business growth of our customers. 

Our talented team members are the reason for the growth of the use of our value-driving solutions. First Insight empowers and supports our team members by providing:

• Opportunity for rewarding contribution, career development and career growth
• Full benefits package provided including Health, Dental, Vision, 401K, Life Ins, and Paid Time Off
• Dynamic, creative, professional and supportive team environment
• Professional Training & certification
• Opportunity to work remote 50% of the time

Candidates should have relatable experience to the software/technology industry; retail/wholesale industry experience using technology and data with demonstrable understanding of the go-to-market process and associated KPIs of high performing retailers and brands. Experience with customer success in SaaS based software along with customer/project management experience is required.

RESPONSIBILITIES & DUTIES

The Customer Success Manager (CSM) primary responsibility is increasing customer engagement, utilization, understanding, and solution adoption by ensuring:

• FI solutions become an integral part of the customer’s workflow
• Development of customer relationships that promote retention and loyalty
• Strategic guidance is delivered to the customer to achieve increased utilization, adoption and value leveraging FI solutions and methodology
• Continuous and proactive monitoring and resolution of customer issues and incidents.
• FI solution use is expanded and adopted within and across customer functional teams
• Opportunities for account growth and increased value delivery are identified and promoted within the customer organization
• Optimal collaboration between First Insight functional teams to support customer account success

As a CSM at First Insight, you will: 

• Demonstrate how First Insight’s solutions can be leveraged to achieve our customers’ strategic and tactical goals in product to market decisions delivering positive impact to operational efficiency, performance and business profitability. 
• Showcase methodology and best practice use of solutions - highlighting applicable FI solutions and partnership value.
• Provide Insights to customers to ensure that they get optimal benefit from FI solutions and services with the aim of helping grow their business through understanding their customers with AI/data driven intelligence
• Transfer knowledge on how to interpret and apply output data of FI’s solution suite to support decision makers in meeting business goals and initiatives.
• Guide the customer in methodology, best practices and integration of FI solutions to experience the greatest value and facilitate ease of use and interpretation
• Pro-actively Engage with customers to understand current strategic challenges and trends identifying opportunities to further support our customer’s achievement of business goals, improving KPIs, and facilitating business growth
• Identify opportunities to integrate with customers tech stack to increase utilization, value realization, and ease of workflow

Specific accountabilities include:

• Be the primary customer advocate within First Insight, unlocking and driving value for the customer.
• Create a win-win engagement model for both customer and First Insight, resulting in building emotional loyalty and help FI achieve its financial goals at the customer.
• Manage implementation, training, communication and utilization across customer teams
• Educate/train new customers teams on use of solutions, applications, and best practices aligning with customer business strategy
• Assess & evaluate new customer requirements against the scope of agreement
• Work with Operations/Business Analysts/Product Manager to translate customer business needs into technical requirements
• Develop and maintain customer relationships that promote retention and loyalty across all stakeholders
• Manage schedules, resources, and all associated tasks and communication to ensure that solutions and services are delivered within time and cost constraints
• Conduct regular check-ins with customers to ensure they are achieving desired outcomes using solutions and services
• Collect customer feedback and share this with product, sales, and marketing teams to ensure alignment and customer satisfaction
• Identify, document, and manage risks, escalate issues to resolve cross-functionally within FI
• Prepare status reports and presentations to keep management and all stakeholders informed of metrics and account health to included utilization metrics, value delivery; proactively providing solutions as needed
• Drive best practice usage, and adoption of FI’s software solutions throughout customer organization
• Present and articulate product enhancements, advanced solutions, and benefits
• Facilitate executive and end user quarterly business reviews
• Coordinate with internal and customer teams in person and virtually
• Act as an evangelist to position First Insight solutions across functional teams within customer organization

QUALIFICATIONS AND SKILLS:

• Bachelors Degree from an accredited college or university. Retail Merchandising/Planning/MIS/Business Analytics degree is ideal.
• Ideal candidates will possess technology and SaaS Platform experience
• Retail experience/go-to-market experience is desired
• Ideal candidates will have Project Management experience
• 3+ years of account management/customer success experience
• Change Management and Customer Support/Service experience is a plus.
• Understands the retail industry along with risks and complexities of go-to-market process
• Ability to take an active role in account strategy and planning with a sales partner to build and execute a comprehensive customer support strategy
• Ability to work in a dynamic environment and balance multiple responsibilities
• Outstanding communication skills to include listening, verbal, written and presentation skills
• Excellent organizational & time management skills
• Proactive and driven to provide optimal results with high personal drive, integrity, and a positive attitude
• Comfortable working in a team environment with Product, Sales, IT, and all levels of organizations
• Hybrid position – 50% remote, 10% HQ, willing to travel up to 40% of the time

Must be authorized to work in the US

Look us up! www.firstinsight.com

BENEFITS & PERKS

First Insight offers a competitive salary; paid employee healthcare coverage; a 401(k) with company match; employer-paid life and long-term disability insurance; and a generous Paid Time Off (PTO) package including paid holidays and sick days and a positive team environment.