What are the responsibilities and job description for the Customer Success Manager position at Apex Order Pickup Solutions?
Customer Success Manager
Apex Order Pickup Solutions
Mason, Ohio
COMPANY DESCRIPTION
Apex Order Pickup Solutions applies innovative, scalable software and hardware to enable safe, secure, frictionless order fulfillment for foodservice, retail, and wholesale distribution companies. We are providing transformative Contactless Pickup solutions to a rapidly expanding global client base.
We don’t just talk about the Internet of Things and Big Data …we live it. We use both every day to enable customers to perform contactless pickups of their coffee, pizza, take out and curbside orders or laptops. Our technology is helping Brands save time and reduce contact with their customers enabling killer customer experiences without killer overhead costs.
POSITION DESCRIPTION
At Apex Order Pickup Solutions, we are committed to solving real-world problems for our customers, and that means developing a deep understanding of food and retail operations. The Customer Success Manager (CSM) lives on the frontlines of the customer experience, continually strives to understand what’s important to customers, and provides tools and training for Apex solutions to fuel their success.
The CSM plays an equally important internal role by communicating customer priorities and pain points throughout Apex’s product development and support teams. To effectively advocate for customers and close the feedback loop to upstream product development and sales, the CSM will need to resourcefully gather data, apply an analytical mindset, and influence other teams. CSM success will be evident in customer satisfaction scores, annual recurring revenue, and decreased support cases.
Specific responsibilities include:
- Establish yourself as a key resource for strategic customers by providing proactive consulting and support that increases value of existing solutions
- Maintain a cadence of business reviews and on-site visits to understand customer goals, monitor solution performance, and obtain feedback
- Be the point of contact for your customer portfolio and help their needs navigate the organization
- Understand the customer goals and how we can help to create success
- Identify “at-risk” customers through feedback collected and data analysis and then work to achieve satisfied customer
- Tailor technical documentation and lead training sessions to drive customer adoption
- Understand and continue to evolve best practices for integrating Apex’s products into customer operations
- Identify customer pain points and articulate potential feature enhancements to product management
- Monitor the holistic customer experience delivered by Apex sales and support, and advocate for continuous improvement
- Contribute to playbook of successful CSM strategies
BASIC QUALIFICATIONS
- Bachelor’s degree and 3-10 years experience in a customer success or account management role, preferably working with SaaS customers
- Commitment to professional customer service and ability to confidently interact with all levels of customer organizations
- Hands-on experience with data analysis
- Technical aptitude and general understanding of software
- Strong written and verbal communication skills
- Ability to sit, stand, walk, lift up to 25 lbs (occasionally) and work on-site in busy restaurant and retail settings as well as corporate offices.
- Willing to travel up to 40% nationwide and occasionally internationally
Work location: This position is based out of our Mason, Ohio headquarters. We work together in the office Tuesday through Thursday and enjoy flexibility to work remote Monday and Friday.
We offer a very competitive base salary and a full benefits package including health insurance, life, dental and a 401(k) plan with a company match.
Apex Order Pickup Solutions is an Equal Opportunity Employer
If you are interested in this opportunity, please submit an application at the Careers page below:
Apex Order Pickup Solutions Careers
