Customer Success Manager
1 month ago
Company Description
**Location**: Remote, Australia (Sydney preferred)
Wiser Solutions is a suite of in-store and eCommerce intelligence and execution tools. We're on a mission to enable brands, retailers, and retail channel partners to gather intelligence and automate actions to optimize pricing, marketing, and operations initiatives, both in-store and online. Our Commerce Execution Suite is available globally.
**Job Description**:
**Location**: Sydney, Australia (preferred)
**Status**: Hybrid role; on-site two days a week
As a Customer Success Manager, you will be responsible for the successful delivery of our clients’ campaigns.
You will be managing client relationships and guaranteeing successful customer campaign delivery by providing answers to key business questions around promotional activities, category, range, and overall retail strategy. You will act as a ‘maestro’, prioritizing our campaign pipeline, defining KPIs to track, supervising our team of Associate Consultants and data reviewers, and delivering actionable insights based on data collected by our crowd.
You will play a central role in our Go-To-Market team, guaranteeing you exposure to our most strategic topics and will be working hand in hand with the sales, community management and tech teams.
If you have a deep understanding of the key sales drivers of the FMCG and Retail industry, a flair for relationship management, an analytical mind and thrive in a fast-paced environment, then this role is for you. As part of your daily duties, you will oversee our clients’ campaigns from start to end.
**Responsibilities**
As part of your daily duties, you will oversee our clients’ campaigns from start to end. This includes:
- Client management: manage your own portfolio of clients; build and maintain positive working relationships with senior client stakeholders.
- Analytics and Insight generation: able to answer clients' strategic questions based on the data captured by our crowd, including both defining the way we collect the data and performing the analytical work required to extract and storyline valuable insights for top tier FMCGs and retailers.
- Project delivery: able to juggle multiple complex project requirements to positively impact the P&L of each campaign. You will be monitoring campaign progress and results and take appropriate actions to meet client deliverables and deadlines. You will have to coordinate cross-functionally to bring 'the best of Snooper' to our clients. You will be responsible for ensuring the quality, accuracy, and consistency of our data to maximize client satisfaction.
- Business development: actively build industry relationships, understanding client needs in detail and being willing to go the extra mile to create value for our clients. As Customer Success & Insights Manager, you will have a key role to play in client satisfaction and recontracting.
- Culture: contribute to a high-performing, dynamic and engaged culture with your creative ideas, attitude, and desire to make an impact.
- People management: demonstrate leadership for 4 direct reports in Sydney and supervision of our remote data reviewing team. You will be providing day-to-day support, managing career conversations, and championing your team's career progression within Snooper.
**Qualifications**:
- Bachelor and or master’s degree in business or in a related discipline.
- Relevant Experience in FMCG or Consulting.
- Excellent business sense and strong analytical skillset to help our clients extract the best insights from the data collected by our Snoopers.
- Knowledge and experience interpreting qualitative and quantitative data sets and deriving relevant insights to solve commercial problems.
- A strong business development and commercial mindset.
- Excellent client leadership capability and confident presentation skills.
- Ability to thrive in a fast-paced and regularly changing environment, juggling with multiple stakeholders and projects.
- Very well structured, organized and ability to multitask as you will be responsible for multiple client campaigns running in parallel as well as the management of your team members.
- Great sense of ownership, personal drive, and autonomy.
- Caring deeply about people, team, and culture.
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice._
Additional Information
**Other Duties** - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
**EEO STATEMENT** - Wiser Solutions, Inc. is an Equal Opportunity Employer and prohibits Discrimination, Harassment, and
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