Customer Success Specialist

Our Customer Success team is expanding! We are looking to hire a Customer Success Specialist; this role at Deposco offers a unique opportunity to combine technical aptitude, business skills, supply chain knowledges, and face-to-face client interaction in an exciting, software vertical career. The position allows you to partner directly with industry leading customers to help them achieve supply chain and business success.

Our team members have the opportunity to work in a variety of industries including consumer goods, food & beverage, third-party logistics, transportation and shipping, and more.

What Youll Do

Responsible for engaging, retaining, and helping enable our customers to fully utilize our Bright Suite of products. As a key customer advocate within the Customer Success team, the Customer Success Manager will be responsible for enabling and maintaining customer success through the lifecycle of the customer.

Establish highly effective relationships with senior executives and key decision makers to ensure a close and successful long-term business relationship

Serve as the lead point of contact and ensure customers are receiving world-class services

Become a functional expert on Deposcos solutions and educate customers on the use and benefits of our products

Understand each customers strategic goals and make recommendations based on Deposcos products and best practices

Take ownership of technical issue escalations, responding in a timely manner, and working with cross-functional teams to understand root cause and remediation plans to address client issues

Partner with sales to drive alignment for customer renewals and expansions

Identify up-sell opportunities and communicate potential risks that would threaten renewals

Sell Deposcos Services to existing customers

Monitor and maintain customer health score and proactively drive action throughout the customer lifecycle to reduce churn risk

Collaborate with internal teams to drive alignment, understand customer perceptions, and partner together to exceed customer expectations

Work closely with Sales, Support, Product and Professional Services teams to track optimization requests, best practices, technical recommendations, and ensure account issues are resolved quickly

Conduct quarterly business reviews and regularly interact with key stakeholders to deliver insights, product notifications, support notices, and operational reviews

Establish regular cadence for project status updates, track meeting minutes, and manage project plans through completion

Analyze data independently to discover insights to improve the customer experience

Prepare slide presentations and reports in a consumable customer format that delivers actionable insights

Partner with marketing to develop customer stories, case studies, and client references based on data driven results

Maintain expertise on industry trends/practices and competitive landscape

Requirements

What Youll Need

• Bachelors or foreign equivalent degree in business or technology field
• 2-3 years of experience leading software support or implementation consulting in store systems or supply chain domain
• 2+ years of customer success experience in technology/supply chain
• Experience with cloud-based/SaaS solution offerings
• Experience working with large and complex enterprise accounts, supply chain is a plus
• Ability to quickly grasp and distinctly explain technical and business concepts
• Demonstrated ability to create and maintain healthy relationships with people on all levels of the organization (internally and externally)
• Experience in developing case studies based on customer performance
• Strong analytical skills, comfortable working with raw data to drive insights and action plans
• Advanced problem-solving skills, ability to develop effective solutions to complex problems
• Strong understanding of business processes and their implementation to enterprise applications
• Exceptional organizational skills, experience coordinating concurrent projects in a high-pressure environment
• Ability to leverage cross-functional business and technical teams to provide timely issue resolution
• Strong attention to detail is a must
• Proven consultative sales skills, including the ability to articulate a clear, concise return on investment
• Previous experience selling services into an existing client base
• Solid communication skills both oral and written with ability to lead meetings both onsite and over phone or Zoom.
• Proficient in all Microsoft Office applications (Outlook, Word, Excel, PowerPoint, Project, Visio) Mavenlink & Salesforce.com
• Willingness to travel up to 50% required

Benefits

Perks

Competitive salary commensurate with skills and experience

Company equity

Be part of an energetic team that is serious about delivering innovative software solutions to customers and cultivating our culture. We work awfully hard and are having a blast doing it. This team believes that what we are doing is a game-change in the industry.

Best coffee machine in the business.

Standing desk (if youre into that sort of thing)

Corporate events including movie nights, Top Golf outings and other shenanigans.

Corporate office with quiet areas, and Avalon for lunch and shopping right around the corner.

Excellent benefits package, with the majority paid for, including: medical, dental, vision, long-term and short-term disability, life insurance. A 401(k) program as well as a generous paid vacation and holiday schedule.

About Us

Deposco is a leading provider of cloud-based SaaS solutions for omni-channel fulfillment, e-commerce and supply chain operations. Deposcos Bright Suite helps distributors, retailers, e-tailers, manufacturers, agencies and logistics providers streamline their supply chain and fulfillment operations. In just 30 to 90 days, customers improve profitability by increasing revenue while reducing costs, complexity, and order-to-cash cycle-time. Headquartered in Alpharetta, Georgia, Deposco ({apply below}) is a certified UPS Ready, FedEx, USPS and Canada Post integrated vendor. Recent industry awards & accolades include Gartner 2015 Cool Vendor, Internet Logistics Top 100, and Supply Chain & Demand Executive 100.

Recommended Skills

• Analytical
• Attention To Detail
• Business Concepts
• Business Processes
• Cloud Computing
• Communication