Customer Success Manager

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.
• Able 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

APPLICANT PRIVACY NOTICE

Neptune Retail Solutions is an Equal Opportunity Employer.