Customer Success Manager

Customer Success Manager

Neptune Retail Solutions is the unparalleled leader in omnichannel retail marketing across the U.S. and Canada. Neptune's In-Store Media network is unmatched across 60,000 locations and 140 banners, including Albertsons, CVS, Dollar General, Family Dollar, HEB, Kroger, Loblaw, Metro, Publix, Sobeys, Southeastern Grocers, Meijer, HyVee, Total Wine & More and Wakefern. Linked to its market-leading Digital Incentives Network at many of the same retailers plus BJ's and Target, along with Neptune's exclusive ability to combine in-store and Digital OOH content into a single platform with unparalleled precision, scale and proven results, the Company is "one of one," uniquely positioned to seamlessly drive traffic, conversion and profitable revenue growth for retailers and advertisers.

The Customer Success Manager, supports all non-digital incentives programs, In-Store/Merchandising/At Home/Digital Media, for CPG and Retail marketers. This role serves as a client consultant and works closely with clients, agencies, and cross-functional internal teams to ensure flawless project management, execution, and optimization of programs on behalf of Neptune's clients. Successful candidates will be creative, curious, self-motivated, driven to deliver operational excellence, dedicated to world class customer service, willing to innovate and have high integrity.

Position Responsibilities

• Coordinate the execution of In-Store, Merchandising, At Home, and Digital Media programs once the client has approved to go to Contract. Inclusive of creating Salesforce opportunities, managing system reservations, generating Contracts, processing program assets, providing program recaps/reporting, and approving invoices.
• Work closely with Sales on assigned accounts providing executional details and other pre-sale support as needed.
• Build strong relationships and act as the liaison between Sales, Clients, and Internal departments.
• Lead executional excellence and manage multiple programs, generating and managing the client on assets, timelines, and executional details.
• Day to day Account management, maintaining status grids, answering client questions, troubleshooting issues that arise.
• Ability to evaluate processes and continually seek improvement ideas
• Assist with special projects as assigned by leadership

Position Qualifications

• Bachelor's Degree in Business, Communications, Marketing or related field (and/or equivalent, relevant work experience).
• Minimum of 2-3 years' experience ranging for college internships to a professional position in Campaign Management, Customer Success, or Customer Service/Client Services - dealing directly with internal business teams, vendors, clients and/or Sales Executives.
• Excellent organizational skills including strong attention to detail and ability to present complex information in such a way that all team members understand their tasks at hand.
• Strong time management skills including an outstanding ability to work independently and multi-task while operating in an environment of frequently changing priorities and successfully managing the demands of a quickly growing workforce.
• Proven ability to mitigate problems through first tier-troubleshooting, identify pain points, manage issues through resolution that put the customer first, and apply learnings to future situations.
• Ability to adapt and change with the needs of the business mindfully and tactically.
• Proven ability to establish and maintain strong Internal and external partnerships.
• Superior written and verbal communication with the ability to effectively communicate via email and phone with remote colleagues and Clients.
• Proficient in Office (Excel/Word/PPT), Salesforce experience is a plus

Applicants must be able to work for any U.S. employer and not require sponsorship either now or in the future.

Neptune Retail Solutions is an Equal Opportunity Employer