Customer Success Team Lead
AppCard is looking for a business oriented, tech savvy Customer Success Manager to deliver loyalty marketing solutions to our clients. This role will allow you to position our industry leading products and execute data-driven marketing strategies to our largest clients.
Responsibilities
- Train clients on how to use the AppCard platform
- Serve as a trusted consultant with clients to optimize their loyalty and marketing strategy
- Become a product expert in the AppCard platform to best leverage AppCard’s product offering
- Monitor usage and product adoption, proactively contact clients to deliver coaching/training to improve their utilization
- Understand how to build and present AppCard’s value using data and insights
- Drive growth within existing clients, identify upsell opportunities and generate new revenue
- Understand, adapt to, and help build AppCard’s ongoing product and technology developments
- Develop and execute data-driven campaigns and in-store promotions
- Assist clients with basic troubleshooting on various software and hardware issues that may arise
- Work cross-functionally with implementation, development, finance, tech support, product and marketing
- Manage a team of 3-5 CSM
Requirements
- 3-5 years years of experience
- Management experience
- Customer oriented
- Excellent oral and written communication skills
- Experience managing complex software/hardware implementation projects
- Tech Savvy; basic understanding of front end vs. backend
- Understanding of retail business needs a plus
- Fast and autonomous learner
- Provide technical and product support
- Advantage: experience in either – account management, customer success, professional services, SAAS / Tech industry experience
- Advantage: experience using SalesForce, JIRA, BI tools such as Cognos/SiSense/other, Excel, and G-Suite
**This role is full-time from our NY office**
