Customer Success Manager

CUSTOMER SUCCESS MANAGER

We are seeking a Customer Success Manager to enhance the customer experience across all channels, ensuring superior service levels to the outlets. This role is integral to improving our platform’s processes and tools, structuring the RTM for Sirvis and our customers, and quantifying the value creation for all stakeholders.

Key Responsibilities:

• Omnichannel Strategy Oversight: Manage and enhance the customer experience across all interaction points, ensuring consistent and high-quality service levels. Oversee the implementation of omnichannel strategies to deliver a seamless customer experience for both buyers and sellers.
• Process and Tools Improvement: Continuously assess and improve the processes and tools related to the company’s platform to streamline operations and enhance user experience for all stakeholders, including buyers, sellers, and CPGs. Identify inefficiencies and implement solutions to optimize customer success operations.
• RTM (Route-to-Market) Structure and Size: Design and implement strategies to optimize the Route-to-Market for the company and our partners, including both sellers (wholesalers) and CPGs. Align strategies with business objectives and market needs to ensure efficient and effective market coverage.
• Value Creation Quantification: Evaluate and quantify the value creation for all key stakeholders, ensuring that the platform delivers measurable benefits, and build proposal of new features to expand monetization. Conduct analyses to demonstrate the ROI of the company’s offerings to buyers, sellers, and CPGs, emphasizing the relevance and impact on customer experience.
• Customer Segmentation: Develop and execute a comprehensive customer segmentation strategy to tailor services and communications effectively for both buyers and sellers. This involves understanding the unique needs of different customer segments to enable personalized engagement strategies.
• Analytics and Automation: Build and maintain analytics frameworks essential for process automation and the monetization of the digital platform. Leverage data to inform decision-making, improve customer engagement for buyers, sellers, and CPGs and drive platform enhancements.
• Onboarding and Adoption: Guide both buyers and sellers through the onboarding process, ensuring they understand and utilize the product or service effectively. Facilitate a smooth transition for customers from sales to support, tailored to their role in the marketplace.
• Training and Support: Provide ongoing training and support to customers, helping both buyers and sellers to maximize the value of the product or service. Address any technical or usage queries promptly, with a focus on enhancing the customer experience.
• Feedback Loop and Customer experience: Serve as the voice of the customer within the company, sharing feedback and insights from both buyers and sellers with product development, marketing, and sales teams to help shape future product enhancements and sales strategies.
• Business planning and target setting: Drive the business plan, LRP, and target setting processes to be align with the Sirvis strategy and with operational needs a the same time
• Retention and Renewal: Work proactively to keep all customers satisfied and engaged, identifying and addressing any issues that may lead to dissatisfaction or churn among both buyers and sellers. Support the contract renewals and negotiate terms as necessary.
• Upselling and Cross-selling: Identify opportunities for upselling or cross-selling and collaborate with sales teams and marketing to realize these opportunities for both buyers and sellers, enhancing customer value and contributing to revenue growth.
• Reporting and Analysis: Monitor and report on customer usage, satisfaction, and value realization for both buyers and sellers. Use data to identify trends, opportunities for improvement, and strategies for customer success, with a strong focus on improving the customer experience.

Qualifications:

• Bachelor’s/Master’s in Business, Marketing, or related field.
• Experience in customer success, RTM-service design, Customer Care or customer experience management in the B2B or digital platform sector.
• Strong analytical skills and proficiency in data-driven decision-making.
• Excellent communication skills and the ability to foster strong relationships.
• Fluent in English.
• Passion for digital innovation and commitment to continuous improvement.

What We Offer:

• A leading role in the B2B digital transformation within the HoReCa sector.
• The opportunity to significantly impact customer experience and business outcomes.
• A dynamic, supportive work environment encouraging g