Customer Success Manager (FMCG & Retail)

Wiser Solutions is seeking a Customer Success Manager to drive success across the APAC region by empowering clients with data-driven recommendations to optimize their strategies in in-store and eCommerce environments.

Location: Australia

Responsibilities

• Scoping, communicating, and project managing customer deliverables.
• Serving as the primary contact for on-boarding, training, and day-to-day needs for customers.
• Being an advocate for customers by understanding their business and leveraging Wiser's solutions to help them grow.
• Capturing, documenting, quantifying, and communicating customer feedback and risk to various internal teams.
• Assisting in creating communal resources and innovating efficient processes to improve customer experience and internal workflows.
• Analyzing customer behavior to improve engagement and retention.
• Leading customer meetings and quarterly business reviews with data-driven analysis.
• Working with customers and sales teams to grow accounts through upselling and cross-selling, negotiating contracts and renewals, and creating amendments and statements of work.
• Proactively reaching out to customers to identify risks and gaps in value realization, and taking mitigating actions.

Requirements

• Scoping, communicating, and project managing customer deliverables.
• Serving as the primary contact for onboarding, training, and daily needs.
• Understanding customer business and leveraging solutions to help them grow.
• Capturing and communicating customer feedback and risks.
• Creating resources and processes to improve customer experience.
• Analyzing customer behavior for engagement and retention.
• Leading customer meetings and reviews with data analysis.
• Growing accounts through upselling, cross-selling, and negotiations.
• Proactively identifying risks and gaps in value realization.

Benefits

• Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship