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 and technical skills will ensure the Customer Success department is ready to scale.
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.
Responsibilities
- Build strategic relationships with CPG and Retail companies
- Lead post-sale and sustain engagements with clients and ensure they derive as much value as possible from our technology and capabilities
- Proactively identify and solve client problems, and identify new opportunities where Harmonya can address with our clients
- Serve as a trusted partner to clients externally and be your client’s advocate internally to help us achieve our goal of developing long lasting and collaborative relationships
- Collaborate with our network of partners to provide the best possible experience to our clients as they onboard and operationalize our capabilities
- Develop and improve upon internal and external processes that drive client satisfaction and loyalty
- Lead in-person and remote executive business reviews for strategic clients in your portfolio, including interfacing with C-suite executives and other technical leaders to align to business objectives and agree to a mutual success plan
- Work on strategic internal projects to help build the Customer Success program; our expectation is that anyone in this role has strong business acumen and the ability to create and teach best practices, new process, and enablement to the broader organization
- Develop and execute on joint account strategies to drive value, and deliver business growth
- Openness to periodic domestic travel (around ~10%), with the potential for infrequent international travel (1 time per year)
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.
