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Senior Retail Customer Success Manager

Remote:

Full Remote

Experience:

Senior (5-10 years)

Work from:

Illinois (USA), United States

Offer summary

Qualifications:

Proven retail experience in grocery or big box, Bachelor's degree or equivalent experience, Excellent communication and interpersonal skills, Effective change management skills.

Key responsabilities:

Onboard and engage new customers
Act as strategic advisor for clients

Focal Systems http://focal.systems

51 - 200 Employees

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Job description

Type: Full-time, salaried employment

Location: Remote in the US near major travel hub with 100% travel to customer sites

Salary Range: $130 -160k OTE (80/20 split) + stock options

Who we are

Focal Systems is the industry leader in retail AI solutions. Our mission is to automate and optimize brick and mortar retail using deep learning computer vision. We have been deployed at scale with top retailers in the world. We are looking for smart, creative and passionate people who want to help build a great and enduring company.

What we are looking for

We are looking for a results-driven Sr. Customer Success Manager to play a critical role in our Customer Success Organization and ensure our retail partners achieve a meaningful ROI through the use of our solutions. This is a roving, travel role working with new customers throughout North America. You will be responsible for the onboarding and engagement of new customers while representing the customer's voice to our engineering/product team.

Key results to deliver

Demonstrate Measurable ROI to the Customer

Act as customer's strategic advisor to help define, implement, and adopt best practices
Quantify improvements to current store operations enabled by Focal automation solutions
Help customers attain their desired outcomes by monitoring and analyzing store performance to make proactive recommendations that drive results
Translate pilot results into a wider rollout of Focal within the customer organization

Maximize Customer Utilization

You will drive change management and adoption by providing exceptional onboarding experience to Focal's customer base, thoroughly understand and define current and future state workflows and remove barriers to utilization at all stakeholder levels

Increase Customer Satisfaction

Be the voice/champion of the customer by proactively addressing barriers and prioritizing enhancement requests to shape Focal product roadmap
Strengthen customer engagement and adoption by traveling to Focal stores within territory
Increase advocacy by maximizing Net Promoter Score amongst your stores
Facilitate internal collaboration across Focal sub-orgs that will enhance customer outcomes

What You Need to Be Successful

Proven retail experience (as an employee or consultant) in brick & mortar grocery, supermarket or big box
Bachelor's degree or equivalent work experience
Excellent communication, interpersonal and listening skills to connect with all stakeholders to build trusting relationships
Effective change management skills
Willing and able to travel 100% every week to pilot site, which will vary by customer
Strategic/big-picture thinking skills with high intellectual curiosity to dig deep into customer problems to align value back to their business objectives
Startup mindset and work ethic with ability, motivation, and energy to manage multiple priorities in a fast-paced, unstructured environment independently and as a team

What we offer

We care deeply about the health, happiness and wellbeing of our employees. We offer:

Competitive Salary & Attractive Stock
Health Insurance
Paid Time Off
Education grants

Note: Our pay bands are driven by market benchmarks in the target geography for hiring. Our posted ranges typically include multiple job levels. A candidate's level is determined by their performance throughout our talent acquisition process including technical screens, behavior interviews, presentations, work samples, and references. We will communicate transparently with the candidate at final stages regarding how we have leveled them, and what salary range that places them into. Placement within range is equally determined by education, general experience in your profession, specific experience in our domain, and your performance in the talent acquisition process. It is rare to receive an offer at the top of the range for a role.