Customer Success Manager

FMCG Analytics, formerly known as Real World Analytics, is a specialist Revenue Management consulting and services company dedicated to the Fast Moving Consumer Goods (FMCG) sector. We are experts in providing FMCG specific Revenue Growth Management Strategy, cloud-based tools and services. Our team is highly passionate about helping our customers achieve sustainable revenue and margin growth.

In late 2023, we launched a new syndicated promotional execution measurement service called Shoppervisor, that provides clients with an integrated understanding of the quality of and share of promotional execution visibility. Since launch, we have had considerable success in gaining blue chip clients across the supermarket sector, in categories such as Confect, Snacks, Household, Dairy, Grocery and Health & Beauty. We have now reached the scale where we are looking for a Customer Success Manager to support us in our next phase of growth.

This role can either be part time or full time depending on the experience and capabilities of the candidate. The Customer Success Manager will be responsible for ensuring customer satisfaction, service utilization, building strong customer relationships, and driving customer retention.

The primary objectives of this role are two fold:

1. First, to drive client stickiness, in the platform and service, through proactive engagement, training and on boarding, usage management, delivery support, problem solving and generally, being the champion of the service in our customers\' business. This will translate into all clients having a Shoppervisor plan that increases utilization across teams, connects Shoppervisor into key commercial processes and embeds the data into key commercial forums.
2. Second, is to support the Commercial Director in business development. This includes targeting non clients, establishing introductions and key contacts, securing meetings and presenting Shoppervisors services to prospective clients, as well as supporting with follow up and marketing.

• Strong presentation & influencing skills
• Energetic and positive
• Organised and detail orientated
• Experience within retail/ FMCG industries essential. Ideally a background in client management, professional services, project management and / or a combination of account, category management and revenue growth management
• Experience selling and negotiating preferred.
• A good network within fmcg is a bonus.
• Fully capable across Microsoft Office suite. Tech savvy and able to talk to software and AI developments. PowerBI skills will be helpful.

• A positive, 'can do' attitude and growth mindset, with high levels of energy and motivation. This is essential.
• A focus on delivering solutions for clients and an obsession with helping clients achieve tangible outcomes.
• A willingness to learn, coupled with confidence in ambiguity and a drive to become a crucial enabler of the growth of an ambitious scale-up business.
• Strong interpersonal skills and ability to integrate into our busy but talented team.

• Base salary plus open ended bonus linked to client retention and growth. Please note a high % of the overall earnings for this role will be linked to client retention and new client acquisition. It will not suit candidates requiring a high guaranteed base salary.
• Ability to earn significantly more than equivalent corporate roles, linked to success.
• Opportunity to be part of a scale up business and benefit as the business expands.
• Flexibility: We offer flexible working, with a small, talented and distributed team. We meet once or twice a week in our office in Drummoyne, Sydney but you can work from anywhere, including Melbourne.
• Opportunity to include this role as part of a hybrid work model, alongside other business interests you may have (as long as non competitive).
• Opportunity for part time work, estimated 2-3 days per week but could be full time if preferable.
• Autonomy: the opportunity to make the role your own and shape it as the business grows.
• Potential opportunity for future international expansion and travel.
• Opportunity to learn from two experienced Founders who have a deep knowledge of fmcg and a broad network to leverage.