Strategic Customer Success Manager

🕒 2 dias atrás

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Appriss Retail

SiteLinkedInTodas as Vagas

51 - 200 funcionários

💼 Consultoria

🏥 Saúde

📦 Logística

Consulting • Healthcare • Logistics

Appriss Retail é uma empresa especializada em fornecer soluções para prevenir fraudes e perdas no setor de varejo. Há mais de 25 anos, eles ajudam varejistas a proteger seus lucros contra devoluções fraudulentas e abusivas, reivindicações e ajustes. Suas soluções, como Appriss Secure, Appriss Engage e Appriss Incident, utilizam análises baseadas em IA e análise de transações em tempo real para identificar e resolver casos de perda ou erosão de margem. Appriss Retail é confiável por mais de 60 dos 100 principais varejistas dos EUA.

Descrição

• Proactively manage a portfolio of approximately 10–20 key enterprise retail brand customers • Build trusted-advisor relationships throughout the customer journey • Develop, execute, and maintain strategic account plans and QBRs to drive business value and ROI • Forecast, identify risk, and maintain strong customer renewal and growth rates with the Account Executive team • Analyze customer use of Appriss Retail products to identify value and growth opportunities • Own and drive customer renewals • Partner with Account Executives on retention, cross-sell, and upsell expansion growth • Develop mutually beneficial solutions to customer problems • Monitor industry and customer trends and provide internal product-innovation feedback • Travel up to 25% for prospect and customer meetings, trainings, and conferences

🎯 Requisitos

• 7+ years of experience in a high-touch customer success or account management role • Experience developing account strategies to leverage technology solutions in retail tech or fraud/loss prevention industries • Experience working with top 100 retailers/brands and large enterprise customers • Experience owning a portfolio of 10–20 enterprise retail brand customers with average annual contract value of $1M+ • Industry experience in retail tech, returns management, fraud, loss prevention, or card-not-present (CNP) fraud • Experience independently running and negotiating renewals and driving upsell opportunities as a CSM • Strong relationship-building skills across all levels of a customer organization • Exceptional listening skills and ability to identify unspoken needs • Critical-thinking and problem-solving skills • Ability to thrive in a fast-paced, evolving environment • Ability to self-direct day-to-day activities and collaborate with team members • Experience with Claude AI, Gong, Salesforce CRM, and Microsoft 365

🏖️ Benefícios

• Multiple medical plan options • Dental and vision coverage • Health savings accounts • Flexible spending accounts • Paid parental leave • Supplemental coverage for life’s unexpected moments • Generous paid time off • 401(k) with immediate vesting and company match • Short- and long-term disability • Free access to health and wellbeing resources such as Calm and Sworkit • Learning and development opportunities • 20% variable commission in addition to the base salary