What are the responsibilities and job description for the Customer Success Manager (Remote) position at Bungee Tech?

Introduction :

We are seeking a motivated and knowledgeable Customer Success Manager to join our dynamic team. This role is perfect for someone who has a deep understanding of retail product segments, particularly in grocery and pet supplies, and who thrives on building strong, successful relationships with B2B customers. You will play a crucial role in ensuring our clients maximize the benefits of our retail solutions.

Key Responsibilities :

Customer Engagement : Develop and maintain strong relationships with B2B customers, providing consultative support and ensuring they derive maximum value from our solutions.
Data Analysis & Reporting : Utilize retail data metrics and KPIs to monitor customer health scores, identify trends, and provide actionable insights to clients.
Product Knowledge : Understand and advise on retail pricing strategies, including terms like TPR (Temporary Price Reduction), and assist clients in optimizing their pricing decisions.
Technical Support : Run basic SQL queries to gather customer data and resolve issues. Provide feedback to the offshore development team to enhance product features based on customer needs.
Team Collaboration : Work closely with an offshore development team, ensuring timely deliverables and facilitating communication between technical teams and customers.
Training & Onboarding : Responsible for the comprehensive onboarding of new customers, including :

Designing and conducting customized training sessions tailored to the specific needs of each client.

Developing and maintaining educational materials such as user manuals and tutorial videos.

Gathering feedback to refine training approaches and ensuring continual alignment with client needs and industry standards.

Providing ongoing support and training to help customers stay updated on new features and enhancements.

Key Performance Indicators (KPIs) :

Net Promoter Score (NPS) : Regularly measure customer satisfaction and loyalty.

Net Revenue Retention (NRR) : Monitor the percentage of recurring revenue retained from existing customers.

Revenue Growth : Track the increase in revenue from existing customers through upselling and cross-selling.

Revenue Retention : Measure the ability to maintain ongoing revenue streams from existing customers.

Logo Retention : Assess the ability to retain customer accounts over time, minimizing churn.

Required Skills & Qualifications :

5 years of experience in customer success or account management, ideally within the retail sector (grocery and pets preferred).

Strong understanding of retail data metrics, KPIs, and pricing terminology.

Basic proficiency in SQL for performing data queries and analysis.

Excellent interpersonal skills with the ability to manage and work effectively with an offshore development team.

Demonstrated ability in providing consultative support and building strong customer relationships.

Bachelor's degree in Business Administration, Marketing, or a related field is preferred.

Preferred Skills :

Experience with CRM software and customer success platforms.

Advanced understanding of retail management systems and pricing models.

Benefits :

Comprehensive medical, dental, and vision coverage.

Company-sponsored 401(K) and life insurance.

Generous paid time off policy.

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Customer Success Manager (Remote)

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