Senior Manager Retailer Customer Success
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Job Description
About your role:
As the Senior Manager, Retailer Customer Success, you will be responsible for the delivery of client value and satisfaction through strategic insights and optimal service model leveraging best practice analysis and servicing frameworks. Key accountabilities include:
• Delivering ongoing insights, analytical and technical value, thought leadership
• Identifying opportunities and handing off to Account Executive team
• Customer satisfaction and NPS
• Targeted engagement across organization aligned to service model for the customer tier
• Responsible for VoC arising from day-to-day relationship with customer
• Escalation point for reporting and insights hotspots
• Support and coach analytic and insight team members to drive best practice
• Developing strategic service delivery elements of joint business plan
• Defining service model and deliverables during proposal development
Requirements
Function: General Business
Experience Level: Mid-Senior Level