Bachelor's or Master's degree in business or IT with 3+ years in a SaaS environment
4+ years of experience in Consumer Packaged Goods (CPG) or a strong interest in CPG/TPM technology
Strong organizational skills with attention to detail
Ability to work under pressure with tight deadlines
Excellent written and verbal communication skills
Proficient in data management, Excel, and PowerPoint
Good understanding of SQL queries
Responsibilities
Act as the primary point of contact for a portfolio of clients
Ensure client support meets SLA targets and satisfaction
Assist senior team members in preparing client meeting content and documentation
Support data collection to measure Key Client Success KPIs
Maintain documentation and reporting
Follow up on client success, progress, issues, and opportunities
Develop business requirements for software enhancements and present to product teams
Create test scripts and execute user acceptance testing
Benefits
Join a growing global SaaS company with offices in major cities
Work with cutting-edge Cloud technology
Enjoy a vibrant office culture with weekly happy hours and cross-team collaboration
Access competitive health care plans (Medical, Dental & Vision)
Participate in a retirement plan with company match (401k, IRA)
Benefit from a generous Paid Time Off package that increases with seniority
Receive paid maternity and parental bonding leave
Enjoy a one-month paid sabbatical after five continuous years of service
Hybrid work model available
Full Job Description
Please note:
We are not able to provide sponsorship for employment authorization at this time. This role requires 4 days on site collaboration per week. You must be able to commute to our West 22nd Street office in New York.
About the role:The Customer Success Manager (CSM) reports to the Sr 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 CSM 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 CSM will support the CS Sr Director and team members to develop best practice case studies, establish Customer Success processes and track KPIs Responsibilities:
This role requires a high level of comfort with technical information.
In a typical day you will:
Act as primary point of contact for portfolio of clients.
Contribute to ensure impeccable client support to meet SLA targets and client satisfaction.
Support senior team members to prepare client meetings with regards to content and documentation.
Support senior team members with data collection activities to measure Key Client Success KPIs.
Support creation and maintenance of documentation and reporting.
Follow-up on client success, progress, issues and opportunities.
Develop business requirements for software evolutions, and present to solution and product teams
Develop test scripts and execute user acceptance testing
Work with product and engineering teams to resolve issues
Requirements
Bachelor's or Master's degree in a business or IT discipline with 3+ years of experience in SaaS environment
4+ years of CPG experience or intensely curious about the CPG/TPM industry or technology services
Strong organizational skills, with demonstrated rigor and attention to detail
Ability to work under pressure and with tight timelines
Excellent written and verbal communication proficiency
Strong data management skills, strong Excel and PowerPoint skills
Good understanding of SQL queries
Big plus if you have a business analyst background or if you use SQL on a regular basis.
Benefits
WHY UPCLEAR ?
Be part of a growing global SaaS company, with offices in NYC, 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
Salary ($110K - $140K)
The salary range listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary several factors may be considered as applicable including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority.
