Customer Success Team Lead

Customer Success Team Lead

AppCard is looking for a business oriented, tech savvy Customer Success Manager to deliver loyalty marketing solutions to our clients. This role will allow you to position our industry leading products and execute data-driven marketing strategies to our largest clients.

Responsibilities

• Train clients on how to use the AppCard platform
• Serve as a trusted consultant with clients to optimize their loyalty and marketing strategy
• Become a product expert in the AppCard platform to best leverage AppCard’s product offering
• Monitor usage and product adoption, proactively contact clients to deliver coaching/training to improve their utilization
• Understand how to build and present AppCard’s value using data and insights
• Drive growth within existing clients, identify upsell opportunities and generate new revenue
• Understand, adapt to, and help build AppCard’s ongoing product and technology developments
• Develop and execute data-driven campaigns and in-store promotions
• Assist clients with basic troubleshooting on various software and hardware issues that may arise
• Work cross-functionally with implementation, development, finance, tech support, product and marketing
• Manage a team of 3-5 CSM

Requirements

• 3-5 years years of experience
• Management experience
• Customer oriented
• Excellent oral and written communication skills
• Experience managing complex software/hardware implementation projects
• Tech Savvy; basic understanding of front end vs. backend
• Understanding of retail business needs a plus
• Fast and autonomous learner
• Provide technical and product support
• Advantage: experience in either – account management, customer success, professional services, SAAS / Tech industry experience
• Advantage: experience using SalesForce, JIRA, BI tools such as Cognos/SiSense/other, Excel, and G-Suite

**This role is full-time from our NY office**