Trace One · 4 days ago

Customer Success Manager

New York, NY

Full-time

Hybrid

Mid Level

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Responsibilities

To be the primary point of contact for customer account for daily system usage and adoption related matters working closely with the account manager to ensure zero churn.

To become product expert in the solutions used by customers.

Responsible for creating the customer success plan for the account/s, identifying key objectives and initiatives to define and implement customer retention strategy.

Understand clients' organization.

Collaborate and coordinate with other departments within Trace One to ensure customer’s system objectives are met.

Prepare and deliver product demos/release notes for product roadmap releases.

Prepare and deliver product demos to meet ad hoc training needs/upsell opportunities to ensure adoption of Trace One solutions.

Take charge of customer requests, follow-up until resolved, and involve other necessary departments.

Determine and track customer KPIs, implement corrective actions, and demonstrate productivity impacts.

Prepare and lead steering committees and monthly activity follow-ups in collaboration with Account Manager/s.

Respect the processes and best practices in force.

Work closely with onboarding and Training team to ensure Supplier training on Trace One solutions.

Collaborate with Suppliers to provide training, coaching, and support after onboarding.

Monitor key KPIs for Supplier adoption.

Qualification

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Microsoft excelMicrosoft powerpointDegree in food scienceFood retail sector experienceCustomer success manager experienceSaasProblem-solvingHard-workingCustomer serviceTeamworkAdaptabilityProactivity