Member Success Representative

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $21 - $23 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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SPINS

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🍽️ Food & Beverage

📣 Marketing

💰 Private Equity Round on 2021-01

Consulting • Food & Beverage • Marketing

SPINS is a leading provider of data and insights for the retail industry, offering a robust set of services designed to help emerging and enterprise brands navigate growth and innovation. SPINS specializes in providing solutions like brand consulting, point-of-sale data, product intelligence, and consumer panel data, all aimed at empowering brands and retailers to better understand and anticipate trends and consumer preferences. Their comprehensive approach involves product attribute analysis, innovation pipeline guidance, and competitive positioning to ensure brands can effectively meet shopper values and drive marketplace success.

📋 Description

• Serve as a trusted point of contact for assigned and incoming member inquiries • Manage member cases from initial outreach through resolution using the CRM platform • Communicate with members through email, phone, and scheduled meetings • Identify member issues, determine appropriate paths forward, and coordinate internal escalations • Maintain accurate CRM documentation of communications, decisions, next steps, and account activity • Proactively follow up with members • Guide new members through their first 60 days with SPINS IX-ONE • Explain platform access, resources, product submission requirements, and next steps • Monitor onboarding progress and identify accounts requiring outreach or intervention • Explain Professional Capture requirements, product information, and shipping processes • Support membership renewals and communicate renewal information • Explain membership pricing, services, and value • Address pricing increases, billing concerns, account changes, and renewal questions • Identify cancellation or retention risks and conduct proactive outreach to at-risk members • Escalate pricing exceptions, contractual questions, and complex retention situations • Assist with invoices, payment status, account standing, and membership status • Partner with Finance, Billing, Sales, and other internal teams to resolve discrepancies and outstanding issues • Help members understand steps for past-due, suspended, inactive, or restricted accounts • Provide SPINS IX-ONE platform and product workflow guidance • Help remove blockers to submitting, updating, or publishing product content • Provide guidance on retailer and distributor participation in the SPINS IX-ONE ecosystem • Coordinate with Sales, Finance and Billing, Sales Enablement, Product, Product Capture and Studio Operations, Quality Assurance, GDSN Support, Data Operations, and Technology and Platform Support • Maintain ownership and clear communication throughout issue resolution

🎯 Requirements

• 2+ years of experience in Customer Success, Member Success, Account Management, Client Services, Customer Support, or a similar customer-facing role • Strong written and verbal communication skills • Comfortable speaking directly with customers by phone and video • Ability to navigate difficult, sensitive, or escalated customer conversations • Strong organizational and time-management skills; ability to manage multiple accounts, cases, and follow-ups simultaneously • Ability to investigate issues, gather information, and determine an appropriate path toward resolution • Strong attention to detail and commitment to accurate documentation • Comfortable learning multiple systems, workflows, and business processes • Ability to work independently in a remote environment while remaining collaborative • Reliable high-speed internet connection • Ability to work Monday through Friday, 8:00 AM–5:00 PM • Must be authorized to work for any US employer; SPINS cannot sponsor or take over sponsorship of an employment visa • Preferred: experience in Customer Success or Account Management within SaaS, data, retail, CPG, technology, or membership-based organizations • Preferred: experience working with retailers, distributors, brands, manufacturers, or consumer packaged goods companies • Preferred: experience managing renewals, retention, or customer account health • Preferred: experience discussing pricing, contracts, invoices, or account status with customers • Preferred: experience using CRM or case-management platforms • Preferred: experience with Microsoft Office, Teams, SharePoint, Excel, and related business tools • Familiarity with product content, product data, UPC/GTIN information, GDSN, or product syndication is a plus but not required

🏖️ Benefits

• Hybrid work options and flexibility to create a work/life balance • Paid time to volunteer with an organization of the employee's choice • Charitable donations are matched • Semi-annual company-wide employee survey used to shape company programs, perks, and culture