What are the responsibilities and job description for the Senior Customer Success Manager position at U.P. Shop?
Senior Customer Success Manager
About Upshop
Upshop is a SaaS software development company based in Tampa, FL, with a virtual team spread across the US and the UK. We are an exciting, fast-moving company who, through our commitment to a connected, user-focused platform, helps our customers increase grocery operations profitable by right-sizing inventory, reducing shrink and increasing sales across all departments. Our Total Store Operations suite includes solutions for Fresh Item Management, Computer Assisted Order, DSD Management, Task Management, eCommerce Fulfillment Orchestration, and Expiration Date Management. We have a reputation as both a great partner to our customers as well as a great place to work.
Overview of the role
We are seeking a Senior Customer Success Manager to join our growing team. As a Senior Customer Success Manager, you will serve as the primary point of contact for assigned strategic customers to develop long-lasting relationships with our most valuable customers. This includes development of relationships with a cross-functional executives and project leaders within each customer and execution of strategies focused on driving customer retention and outcomes that will ultimately lead to more business. In this role, you will report to the VP of Customer Success & Training, and collaborate with a cross-functional team including sales, solutions consulting, customer success, business intelligence, and professional services.
Key Responsibilities :
- Own, drive, and manage the end-to-end customer relationship - ensuring customer satisfaction, renewal, and expansion by building trusted business relationships with customers key stakeholders
- Become a strategic partner to our customers by understanding the customers' business, their strategic initiatives, and leading indicators for performance improvement to serve as a trusted advisor
- Act as an internal advocate and champion for your customers, pulling together the required teams and individuals needed to support current challenges or opportunities within the customer
- Execute and deliver on exceptional service, communication and partnership activities that included a consistent meeting cadence and annual Executive Business Reviews
- Develop ongoing communication with the retailers' project and management teams to ensure trust and high satisfaction with Upshop, including considerations of additional Upshop products over time
- Maintain and strengthen relationships while fostering new contacts with customers cross functional leaders by providing support, information, and guidance ; researching and recommending new opportunities for profit and operational improvements
- Lead the relationship management and internal data capture of key customer information and business capabilities
- Support and consult customer and Upshop Professional Services teams in ongoing projects and priorities to obtain measurable and sustainable benefits
- Collaborate with the sales team to foster revenue growth opportunities, and with the customer success team to develop customer plans and strategies to drive customer adoption and outcomes
- Maintain awareness of retail trends and competitive offerings to identify and understand best practices in the grocery industry
- Meet retention, adoption, and growth goals across assigned customers
Job Requirements and Qualifications :
Preferred Qualifications :
Benefits / Perks :
