Associate Customer Success Manager

Associate Customer Success Manager

The Associate Customer Success Manager functions as a traffic subject matter expert for new and existing mid-market customers; responsible for managing ongoing relationships and identifying/implementing traffic driven business solutions to assist in driving customer revenue. This role works closely with Mid Market Sales Managers pre and post-sale to deliver mission critical insights for our customers and to drive continual ROI on ShopperTrak's systems and services.This role's focus is to ensure high levels of customer satisfaction leading to revenue retention and growth. Customer Success Managers understand customers' opportunities, as presented in a data analysis, qualify opportunities based upon the customer's expressed business challenges and jointly build a plan to drive results. This role also has a focus on change management and how to not only present the plan, but assist where requested, in implementing the plan to the customer's organization.

How you will do it

• Retain client revenue through delivery of key value add activities such as routine analysis, reporting training, data utilization coaching, and resolution of customer escalations
• Develop account plans to enhance customer satisfaction and mitigate attrition risk
• Work closely with sales team to properly scope pilot guidelines to ensure successful execution
• Lead clients through the results driven pilot process, including filed training and implementing best practices based on identified opportunities to maximize rollout protentional
• Recognize up-sell possibilities to new products by understanding the customers' needs and following through with internal partners
• Conduct routine meetings with clients to ensure ShopperTrak is meeting clients' existing and future business needs
• Manage mid-market client accounts (up to 75 stores) and serve as the primary contact with a high degree of integrity at all times
• Serve as internal voice of customer across ShopperTrak departments including Solutions, Marketing, Finance, Operations, and Technology
• Have a working knowledge of complete systems and the flow of data to the customer facing components
• Other duties as assigned

What we look for

Qualifications EDUCATION/CERTIFICATION: BS/BA required REQUIRED KNOWLEDGE: Proficiency in Microsoft Office applications (Word, Excel, and PowerPoint) required.EXPERIENCE REQUIRED: Three or more years of account management, customer service, or business experience required. Retail industry experience preferred at the store or corporate level.

• Exceptional oral and written communication skills, including presentation skills
• High degree of critical thinking skills
• Customer-focused
• Ambitious, able to work independently, able to organize workload efficiently
• Results-drive with excellent follow-through
• Able to travel up to 10% of the time
• Proven sense of urgency in competing daily tasks and meeting deliverables

PHYSICAL/WORK ENVIRONMENT: Fast paced with significant people interactions. No lifting over 20 pounds, with minimal reaching, bending, and stooping. Normal open office environment with long hours in front of the computer.OTHER NECESSARY REQUIREMENTS: Occasional evening or weekend duties may be required.

Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law.

Johnson Controls