Senior Customer Success Manager

Harmonya

7d

About The Position

Reporting to the VP, Customer Success, the Senior Customer Success Manager will have the highly impactful role of retaining and growing Harmonya’s book of business which includes the largest CPG companies. You will manage engagements with mostly Fortune 500 brands and retailers. In close collaboration with cross-functional teams, you will help to shape and scope what it means to be a Harmonya customer - impacting how we onboard, demonstrate value, accelerate adoption, renew, and expand accounts.
This role is highly visible externally and internally, with significant influence on Harmonya’s ability to deliver on strategic objectives for the company. Your customer-facing skills and CPG / Retail domain knowledge will ensure the Customer Success department scales.
We’re looking for an energetic leader who is passionate about building relationships and ensuring the success of our customers, which is the result of their partnership with Harmonya. This role requires excellent communication skills, strong knowledge of the CPG and retail industry, and the ability to work with agility toward cross-department objectives with remote teams.

Requirements

• 5+ years of experience in a Customer Success or Account Manager role - managing relationships with large and complex enterprises, preferably with a data or business intelligence SaaS platform
• Customer/Shopper Insights, Category Management, Analytics experience in a CPG or Retailer preferred
• Experience working in a fast-growing startup and technology environment, specifically in B2B SaaS data/analytics and CPG
• Proven track record of being able to successfully onboard and support customers with new data sets, platforms, or technologies
• Demonstrated ability to build lasting relationships, deliver high customer satisfaction, and build loyalty based on mutual value creation
• Strong presentation skills, experience preparing for in person presentations often with multiple stakeholders
• Empathy to truly understand customer problems and needs and work internally and externally to address customer needs
• Curiosity, creativity, patience, and an entrepreneurial mindset are critical to success in this role.
• High accountability, integrity, and attention to detail
• Excellent verbal and written communication skills
• Familiarity with common CPG and Retail industry data sets - NielsenIQ, Circana, Luminate, 84.51, Numerator, Mintel, etc.

Responsibilities

• Manage accounts and build strategic relationships with the CPG and Retail companies
• Lead post-sale account health and sustain engagements with customers, and working seamlessly with them to use Harmonya’s products and data for maximum impact
• Independently manage onboarding kickoff presentations, training, office hours, project leadership meetings, and quarterly business reviews
• Own the measurement and articulation of Harmonya’s impact to our customers
• Proactively solve any roadblocks, and identify new opportunities and needs that Harmonya can address with our customers
• Serve as a trusted partner to customers externally and be your customers’ advocate internally
• Develop and improve upon internal and external processes that drive customer satisfaction and loyalty
• Develop and execute on joint business plans to drive value, and deliver business growth with customer retention & health being the 2 primary KPIs
• Infrequent domestic travel required (0-10%)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed