Customer Success Manager

Customer Success Manager

Headquartered in Jersey City, NJ, Neptune Retail Solutions is the nation's premier retail marketing services company. We are experts at influencing buying behaviors through disruptive, innovative, and results-oriented solutions, including in-store, home-delivered, and digital media tactics. Our powerful advertising and promotional programs are supported through rich data and insights. The country's largest consumer packaged goods manufacturers rely on NRS for unparalleled consumer reach and engagement.

NRS's digital portfolio is making its mark on the industry. NRS digital products include Checkout 51, Freedom Platform, digital media tools/services (digital display, premium mobile, social, email, DOOH, and digital in-store). We continue to strengthen these existing tactics while expanding our product offerings, partnerships, and capabilities. We offer unique and data-led strategies for our clients to reach their most valuable shoppers. Our products continue to evolve to include best-in-class methods to deliver engaging content at the most impactful time in the most relevant geographies.

Position Summary

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