Customer Success Manager

Customer Success Manager

Are you ready to develop the future of retail? 

As the world’s leader in IoT and data technologies for commerce, our mission is to help retailers and brands use digitalization to become more efficient, more intelligent, and more sustainable—and in doing so, enable more positive commerce. 

VusionGroup  is a fast-growing, fast-paced retail tech company. We believe that by thinking big and working together as one team—agile thinkers, tech makers, and change agents—we can build the largest retail IoT platform in the world.  

We build. We create impact. 

As a Customer Success Manager on the Customer Success team, you will make a positive impact by being responsible for:

• Relationship Management: Establish and nurture strong relationships with key stakeholders within client organizations. Act as the main point of contact for customer inquiries, concerns, and escalations, ensuring timely and effective resolution.
• Customer Onboarding and Training: Lead the onboarding process for new clients, ensuring a smooth transition after a successful pilot project. Develop and deliver training programs to educate clients on best practices and optimal utilization of our solutions.
• Planning stores roll out: coordinate internally with different stakeholders for successful roll out and customer satisfaction. Ensure SLAs are completely defined and respected. Ensure an ongoing focus on improving processes and tools to ensure all projects are completed on time, on budget and with high quality; consistently prioritizes work and maintains a high degree of flexibility to maximize productivity and results.

• Customer Advocacy: Identify opportunities for clients to act as advocates, participating in case studies, testimonials, and other promotional activities. Proactively gather customer feedback to drive continuous improvement in our products and services.

• Retention and Growth: Monitor customer usage patterns and proactively identify opportunities for upselling,cross-selling and product replenishment. Collaborate with the sales team to renew contracts and expand business with existing clients.

• Data Analysis: Utilize data and analytics to track customer engagement, satisfaction, and overall health. Provide insights and recommendations based on data to improve customer success strategies.

Qualifications we’re looking for.  

• Experience: 
  • A minimum of 5 years’ experience in a customer-facing role in technical project management, management consulting or as a data/business analyst.  Experience obtained via internship/co-op is applicable.
  • Experienced with the latest technologies related (but not limited to) to cloud platform services, data management (ex. PowerBi or Tableau).
• Skills: 
  • Customer-centric at heart: every decision you make revolves around our customers and bettering their experience.
  • Great project management skills: managing deadlines and delivering tasks/projects on time.
• Abilities: 
  • Excellent verbal and written communication, with appropriate and logical structuring of thought process during discussion/ presentation.
  • Ability to liaise with individuals across a wide variety of operational, functional, and technical disciplines and work within a virtual global team environment. 
  • Ability to travel based on the work you do and the clients and you serve. (up to 25%)
• Education:
  • BA/BS in related fields: Business, Data Analytics, Computer Science or other STEM, Information Technology, Software Engineering etc.

We innovate. We help communities thrive. 

VusionGroup has an international presence in 19 countries. In joining us, you’ll be part of a globally distributed team of intellectually curious, committed, and collaborative co-workers.  

The work is fast paced, challenging, and ambitious. Here, you will feel valued for your contributions as we reinvent modern commerce—together.  

We feel supported. You will too.  

VusionGroup is a place where people feel safe, happy, and respected. We offer programs and benefits to support you in whatever comes next in your life, including: 
 

• Generous paid time off (PTO):  35 days PTO to enable work/life integration and promotes a culture of trust.
• Health & Wellness: Eligibility for benefits starting day one, plus retirement savings plans.
• Financial future: While retirement savings plans vary by country, we help you plan for your future.
• Family-First Support: Navigate family challenges with our assistance, securing time for both your loved ones and self-care.
• Hybrid work: Find your balance with two days working from home, three days in the office, plus the freedom to work anywhere for up to two weeks a year.
• Time off to volunteer and give back to your community.
• Career Growth: E-learning opportunities and workshops, and global mobility potential  
• Commute benefits: up to $100/month per employee for commuting expenses.
• Philanthropy: Our company matches employee donations up to $500 per year for causes close to your heart. 

Language : English fluent