Senior Customer Success Manager

hace 2 meses

Centro, España Nextail Labs S.L A tiempo completo

We’re looking to add a Senior Customer Success Manager to our Operations team. This new team member will be instrumental in managing and expanding accounts with well-known brands as we continue to make the retail world a better, more sustainable place.

At Nextail, we empower retailers to create better experiences while using fewer of the world's resources. Nextail’s cloud-based platform uses artificial intelligence, prescriptive analytics, and optimization to deliver agile merchandising decisions. To date, we’re backed by more than $12M in funding from leading venture capital investors and are working with global retailers like GUESS, River Island, and Pepe Jeans.

The ideal candidate has solid experience in SaaS Customer Success.

As a Senior Customer Success Manager (SCSM) for Nextail, you’ll engage with our customers to demonstrate ongoing value, drive adoption and manage the overall relationship.

You will have the opportunity to build relationships and work closely with senior and C-Level roles. A key part of the job is to support these innovative retailers on their internal change management process, as adopting Nextail is more than just implementing a new software, it is transforming their way of working to becoming more agile and data driven. You will be an individual contributor working alongside other experienced CSMs and coordinate across different departments to ensure customer satisfaction.

You will :

  • Manage a portfolio of accounts with some of the most well known retailers.

  • Create value for customers by building a success plan with appropriately identified objectives, stakeholders, milestones, risks, and metrics.

  • Build, maintain and leverage strong relationships with key stakeholders within each customer organization to influence solution adoption, create strong support for new opportunities and secure their willingness to advocate on Nextail’s behalf. Nextail is currently sold directly to C-suite executives so you will be in a good position to develop further traction within our customer businesses

  • Proactively identify and execute expansion opportunities (upsell or product feature adoption) in each account to drive value both for the customer and Nextail

  • Work closely with our Services and Customer Insights teams to analyze data across the entire customer base to determine key factors that contribute to customers’ success with the platform and build processes to support those behaviors

  • Be the customer voice/ representative at Nextail

We offer:

  • High flexibility: We’re strong believers that what matters most are results. Each Nextailer is empowered, through trust and ownership, to organize their time as they see fit without jeopardizing the time or work of their colleagues.

  • Remote-first philosophy : Nextail started as a remote company and continues to offer a nice mix of remote and/or office-based environments around the world.

  • International environment : We operate across the globe, with recent operations reaching from Europe all the way to Australia, and our team alone consists of professionals of more than 15 different nationalities. While many of us are multilingual, our working language is English.

  • Diversity on all levels : United as a single team, we celebrate diversity at every dimension*. Professionally speaking, are you ready to work alongside tech geniuses, data science magicians, and fashionistas? You’ll have teammates with extensive experience in a wide variety of professional fields, including technology, retail, consulting and entrepreneurship.

  • The laptop of your choice : We want you to work with the tools that are most comfortable for you

  • Flexible compensation plan: We offer a fixed + variable salary


Requirements:

  • At least 5 years of experience in SaaS Customer Success, tech environment experience

  • Experience in managing a portfolio of accounts with international customers; focusing in upsells/cross sell, retention and expansion

  • Cultural awareness and appreciation for diversity

  • Experience in retail is a plus

  • Strong interpersonal skills and ability to develop trusted advisor relationships with C-level executives and business decision makers

  • Organizational skills and the ability to manage multiple projects simultaneously

  • Fluency inEnglish is a must, and Italian or French language is required

  • Preferably based in Spain

If you think you meet these requirements and want to keep developing your professional career with Nextail do not hesitate and apply

Nextail is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

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