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Manager, Customer Success

Numerator

This is a Full-time position in Saratoga Springs, NY posted April 6, 2021.

Numerator is a data and tech company bringing speed and scale to market research.

Headquartered in Chicago, IL, Numerator has more than 2,000 employees worldwide.

The company blends proprietary data with advanced technology to create unique insights for the market research industry that has been slow to change.

The majority of Fortune 100 companies are Numerator clients.The Manager, Customer Success will work with our Enterprise and Premier Retail customers to ensure they have the best possible experience using our platform-based solutions.

Working collaboratively with other leaders on the Customer, Sales, and Product teams, the Senior Manager, Customer Success will focus on executing Numerator’s customer success strategy to retain our existing customer base, develop and nurture customer advocates, and identify and capture opportunities for customer expansion.

In addition, the Senior Manager, Customer Success will:Lead and manage a team of 3
– 5 Customer Success Managers and DirectorsEnsure a customer experience with our platform-based solutions that will drive world-class retention and advocacyAchieve targeted goals for customer retention, expansion, satisfaction, and advocacyWork with Retail Sales and Services leadership to create strategies to retain and grow the existing customersWork with Support leadership to ensure the support experience for customers is excellentWork closely with functional teams (e.g.

Product Management, Support, Sales) to ensure customer needs are being prioritized and addressed appropriatelyCoach the team to engage with customers, guiding them to adopt Numerator solutions to achieve their goalsLeverage standard Customer Success reports to identify trends in customer satisfaction and retention risk and put in place mitigation strategiesProficient with multi-tasking, prioritizing, and working with colleagues across a wide portfolio of clientSkilled at developing relationships with clients to become a trusted and value-added business partnerExcellent oral and written communication skills and strong presentation skills, particularly with customers or prospects presentRetailer knowledge, including knowledge of consumer and category insightsExperience Required:Experience with FMCG and General Merchandise Retail clients, either working directly for the retailer or providing services to the retailer Experience with Customer Success or a related role, with a focus on team leadership, account planning, and managementBachelor’s or Master’s Degree with 5+ years of relevant experienceExpertise with one or more of Numerator’s Products strongly preferredDesired experience in Marketing, Market Research, Category Management, and/or Shopper & Consumer Insights roles or experience as a service provider to these functionsIn addition, relevant software industry, Nielsen or IRI experience (consulting, product, sales support and/or service delivery function), is idealWorking knowledge of enterprise software applications and services designed for the retail and consumer goods industries is highly valued (e.g., Nielsen, IRI, Dunnhumby)Experience as a power user of Microsoft Excel and related customer relationship management tools like Salesforce.com and GainsightWe are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.