Customer Success Manager

As a Customer Success Manager at FORM, you will advocate for, consult with, and empower our customers to make the most of the GoSpotCheck platform. You’ll be involved with your customers' onboarding experience from kick-off to go-live, provide training and support to new client users, and encourage adoption and engagement throughout the entire customer lifecycle. You’ll get your hands dirty, diving into your customers' data and business rules and emerging with actionable recommendations on GoSpotCheck best practices, configuration, and data integrity. And most importantly, you’ll build authentic and trusting relationships with key stakeholders in your portfolio, reinforcing the value of our partnership today and in the years to come. 

 

We’ll empower our customers to own and expand their use of GoSpotCheck 

We’ll provide thoughtful GoSpotCheck solutions and recommendations to help resolve new and existing customer pain points. 

We’ll provide customer training on the GoSpotCheck platform and consultation to help the customer maximize their use of the solution and minimize platform pain points/short comings. 

We’ll provide managed services to the customers either directly or via the CS Operations team to augment the customer’s role in the administration and management of their platform solution. 

We’ll consistently communicate our value and demonstrate GoSpotCheck's ROI for our customers throughout their lifecycle. 

We’ll have more than enough thrown at you from customers, but your ability to prioritize and deliver the highest-value items is what will distinguish your performance. 

Through Executive Business Reviews, Strategic Planning sessions, and day to day communication, we’ll reinforce the value our customers receive from GoSpotCheck. 

We’ll retain and grow our portfolio organically; thanks to the solid foundation you’ve established for your accounts. 

You have 2-3 years’ experience managing B2B customers. Bonus points for managing Enterprise customers and/or portfolio of $2M ARR or more.  

You are comfortable working directly with executives and senior-level management. 

You’ve managed simultaneous projects in a customer-facing role where you were directly accountable for delivering data-driven results. 

You love data and may have been a data analyst in a past life. You can explain relational database concepts, have advanced Excel skills, and have even written a SQL query or two over the years. 

Experience in Image Recognition (IR) or AI/Deep Learning is a huge plus. 

Your written communication is exceptional: concise, persuasive, and empathetic. 

Your verbal communication is exceptional: clear, on-point, and confident. 

You have a proven track record of building successful relationships with customers, and one or two of them would even be willing to serve as a reference. 

You have a history of retaining and growing your customer portfolio. 

Having too much work and not enough time doesn’t make you come unglued - You understand how to prioritize and focus on what is important. 

You look forward to collaborating and building relationships with many other teams throughout the company. 

You’re ahead of the game if you have experience working in the beer/wine/spirits industry and have an understanding of on/off-premise, wholesalers, distributors, display compliance, brand ambassadors, goal-based attainment, and various BWS industry knowledge.  

You have completed a bachelor’s degree.  

You appreciate and align with our company values.