Client Success Senior Manager

ABOUT UPCLEAR

UpClear delivers a SaaS revenue management platform that is used by some of the most recognizable consumer goods brands in the world. Our system supports Trade Promotion Management, Trade Promotion Optimization, Integrated Business Planning and Revenue Management.

We serve more than 80 brands in over 20 countries. Our growth is substantial and consistent; we have been on the Inc 5000 list of fastest growing private companies nine years since 2014.

UpClear's global headquarters is in New York City and we have international offices in London, Paris, and Hong Kong.

POSITION OVERVIEW

The Senior Customer Success Manager (SCSM) reports to the Director of Customer Success and will have primary responsibility for managing a portfolio of clients to ensure satisfaction and to drive value for both the customer and UpClear. The SCSM will develop and maintain client relationships at different levels of the organization, from manager up to director and VP level, gain insights into the client's strategic initiatives and generate opportunities for upsell and further adoption of UpClear solutions. Secondarily, the SCSM will support the CS Director and team members to develop best practice case studies, establish Customer Success processes and track KPIs.

WHAT YOU'LL DO

• Act as the primary point of contact for a portfolio of clients. Develop and maintain client relationships throughout the organization via recurring meetings, events, webinars, thought leadership and Steering Committees.

• Contribute to ensure impeccable client support to meet SLA targets and client satisfaction.
• Ensure client retention and renewal by providing robust onboarding, client training; identify and address key client challenges to maximize client ROI.
• Identify opportunities that align with client strategic objectives and build annual roadmap to drive revenue and deliver incremental benefits to both client and UpClear.
• Be the "voice of the customer" to provide feedback to Product and Solutions teams for future product development.
• Facilitate and foster best practice exchange among clients through references and benchmarks.

• Track performance against key Client Success KPIs.

Requirements

WHAT YOU'LL NEED

• Bachelor's or Master's degree with a minimum 3-5 years of work experience in Client Service, Customer Success, or Account Management in SaaS environment or CPG industry

• Ability to quickly diagnose and address issues/concerns from multiple levels of the client organization and communicate effectively
• Experienced in consultative selling: identify client needs and match to UpClear service offerings, and build compelling "sell-in" presentations to drive initiatives
• Excellent communication (written and verbal) skills
• Strong organizational skills, with demonstrated rigor and attention to detail
• Ability to successfully manage ambiguity and work under pressure

• Ability to collect and interpret key adoption and other client success metrics in order to understand client health and drive action plans accordingly
• Proficient in Excel and PowerPoint
• Intensely curious about the industry, and/or fascination with technology services

HELPFUL EXPERIENCE

• Experience in the Retail or Consumer Packaged Goods industry with previous roles in IT/Project Management or Consulting preferred, especially in the Trade Promotion Management / Revenue Management space

Benefits

WHY UPCLEAR?

• Be part of a growing global SaaS company, with offices in NYC, Atlanta, London, Paris, Hong-Kong
• Work on latest Cloud technology and build architecture for fast-growing Tech
• Weekly happy hours, good office culture, global cross team collaboration, direct access to executive leadership for guidance.
• UpClear employees have access to a range of competitive benefits, including
  • Various Health Care Plans you can choose from to best fits your needs (Medical, Dental & Vision)
  • Retirement Plan with company match (401k, IRA)
  • Generous Paid Time Off package that grows with seniority (Vacation, Sick, and Public Holidays)
  • Paid Maternity leave
  • Paid Parental bonding leave
  • One month paid sabbatical after five continuous years of work at Upclear
  • Hybrid work model
  • Competitive Salary ($100K - $150K)