Customer Success Manager

Role Description

A Customer Success Manager helps our customers create value from QL2’s competitive pricing solutions. Our customers come to QL2 for competitive information in various retail industries, including Home Goods, Auto Parts, Home Improvement, Audiobooks, and Sporting Goods; and travel industries such as Airlines, Hotels, Online Travel Agencies, and Car Rentals. This position will focus on Retail.

Core Responsibilities

• Own renewals and upsells for existing customers
• Understand how customers define and measure success, how QL2 helps them create value, and how we can better meet their needs.
• Meet regularly with customers via check-in video calls and quarterly business reviews.
• Help customers identify additional uses for QL2 solutions through training, discussion of best practices, and a solid understanding of the problems they need to solve
• Create contracts and renewal documents
• Build long-term relationships as a trusted advisor with QL2 customers
• Ensure timely and successful delivery of QL2’s solutions according to customer needs and objectives
• Respond to and help resolve issues
• Track key account metrics
• Act as liaison between customers and internal teams
• Stay organized and proactive

Required Experience

1+ Years in a Retail industry and Customer Success experience

Other Requirements

• Bachelor’s degree (Analytical discipline preferred)
• Self-motivated, self-directed, organized, flexible, curious
• Strong team player with demonstrated ability to influence others and prioritize projects
• Strategic thinker with excellent critical thinking, problem-solving, and relationship-building skills
• Generally tech savvy with proficiency in all the usual software applications
• Experience in the Start-Up environment and/or Technology sector a plus
• Working in U.S. Central or Eastern Timezone preferred

Salary

Base $70-75K, Sales Bonus for on-target performance: $25K.