Customer Success Manager

Description

About Datascan 

Datascan is a technology company whose mission is to help businesses make better inventory decisions one scan at a time. Through the provision of configurable software, fit-for-purpose scanning hardware, and access to real-time data, Datascan is the cost effective, high value option for retailers looking to take advantage of the accuracy, efficiency, and flexibility of our industry-leading inventory solutions.   

We operate using several key drivers for success which include -  

• Establishing lasting, collaborative client relationships that consistently exceed expectations,  

• Continually striving for excellence through innovation, technical expertise, industry knowledge and a relentless commitment to client care,  

• Being easy to do business with, in all that we do,  

• Attracting, developing, and retaining passionate, talented people in a culture of empowerment that inspires, challenges, and recognizes the contribution of every member of the Datascan team. 

Backed by private equity and with over 50 years of experience serving retailers, Datascan is the global leader in providing technology-led inventory counting solutions to world class retailers in over 42 countries.   

ROLE DESCRIPTION
This customer-facing role is responsible for the management and delivery of Datascan’s solutions to its clients. This includes liaising directly with client contacts, ensuring client needs are being met within our organization, and working with clients to identify target dates and tasks necessary for executing a successful inventory. This role requires cross-functional collaboration with multiple Departments at Datascan. The Customer Success Manager is responsible for renewing client contracts, growing accounts, and advising clients on industry standards and best practices. A high level of customer service skills is required. Travel will be necessary for client consultations, contract renewal discussions, and planning meetings.

ROLE RESPONSIBILITIES

• Maintain Client Accounts as assigned
• Serve as a liaison between clients and Datascan
• End-to-end management of project plans for client count events
• Coordinate with Account Administration to process client orders
• Maintain rolling forecast for (1) equipment / materials demand, (2) revenue, and (3) contract renewals
• Consult clients on industry standards and best practices
• Develop pricing and SLA stipulations included in client contract renewals
• Identify and pursue opportunities for account growth
• Be available and/or at the Datascan office/ home office during large inventory counts for client support (counts typically occur overnight and/or on weekends)
• Conduct pre-inventory planning meetings and post-inventory summary meetings with clients
• Consult with Solutions Analysts and Customer Success team on best practices / industry standards
• Collaborate with Sales Team to identify revenue expansion opportunities within assigned accounts
• Gather details for client change requests and coordinate with Solutions Analyst to formalize / submit specifications to IT

Qualifications

• Bachelor’s degree or equivalent (Business Administration, Accounting, or IT)
• 3 yrs in a Project Management and/or Customer Engagement role; preferably in a technology-related field
• Proficient in Microsoft Excel, Word, and Power Point
• Experience with Microsoft D365 (or similar CRM), JIRA, and Wiki preferred
• Experience with a SaaS model and/or B2B environment preferred
• Experience with retail inventory management / physical inventory processes is beneficial
• Relationship Selling
• High Organizational Aptitude
• Project Management Skills
• Highly attentive to details
• Client Requirements Analysis
• Promotion of Process Improvement
• Ability to handle peak periods with clarity and professionalism
• Team player; able to communicate well across multiple groups / Departments

Core Values 

All qualifies applicants must embody the characteristics outlined in our Core Values –  

• Ownership - We care, are accountable, and persevere. 

• We take responsibility. We don’t wait - We are empowered to act. 

• At Datascan, Details matter! 

• Collaboration – We are team-oriented, easy to work with, and open. 

• We work together, ask how we can help, and celebrate as a team. 

• At Datascan, Different perspectives matter! 

• Execution with Excellence – We are focused, relentless, and dedicated. 

• We have a vision. We know what we want to achieve. We have the right people for the job. We question the status quo and embrace change. 

• At Datascan, We measure what matters! 

• Solution- Oriented – We see solutions, not just problems. We have a positive attitude. We innovate. 

• We ask the right question, focus on results, and welcome change. 

• At Datascan, Doing what it takes to get the job done matters! 

• Do What’s Right – We make good decisions, act with integrity, and have respect. 

• We behave in a way that does the right thing for our company, our people, and our customers. 

• At Datascan, Doing the right thing matters!