Retail Success Manager

Salsify is looking for an experienced, driven customer success manager to support account strategies with some of the largest retailers & distributors in North America. This is a key strategic position with high visibility across the company and with the executive team.

How You’ll Make an Impact:

• Manage the business relationship between Salsify & a named set of Retail & B2B/ Distributor customers
• Create and manage an account success plan that is managed jointly across the customer stakeholders and internal stakeholders.

• Grow close relationships with executives and key stakeholders within named accounts, including product management, assortment growth, retail media and content strategy teams to (a) optimize and grow the presence of existing capabilities, (b) ensure we have clear communication and escalation paths, (c) have visibility and influence on roadmaps, and (d) support in meeting our Retail partners’ success goals.

• Be a subject matter expert on the retailer’s end-to-end item lifecycle process and serve as a resource for customer escalations.

• “Walk the halls.” Become essential to their employees and grow Salsify’s brand recognition and regard with their employee base.

• Partner with Salsify’s Services, Product & Engineering teams on new connection capabilities and maintenance updates.
• Oversee pilot programs to ensure new capabilities are fully tested and deliver the best customer experience possible for the retailer/ distributor, the brand, and Salsify.

• Drive brand adoption by negotiating joint marketing campaigns that help the retailer or distributor expand its merchandising programs and raise awareness of Salsify solutions.
• Advocate for Salsify brands within a retailer/ distributor to ensure that brand content is leveraged to its fullest capacity.
• Present as the account expert, identify new opportunities for brands to improve the retailer or distributor’s omnichannel experience through richer interactions powered by Salsify.

You’ll Enjoy This Role If You Have:

• A wealth of experience in driving ROI-focused customer success programs with complex organizations
• You are comfortable networking with multiple senior stakeholders across the organization to help develop and execute work that helps achieve business-critical goals and objectives
• Worked with Retailers before, either as an employee, as a technology vendor, or as a supplier, is a great plus; e-Commerce experience is strongly recommended
• Worked with Distributors before, either as an employee, as a technology vendor, or as a supplier; strongly encouraged
• 5+ years of experience in customer-facing, problem-solving positions in fast-paced companies. High tech is preferred, though competitive suppliers or agencies are also valuable.
• Comfortable with ambiguity; leverage experience in business and/or retail, and develop a plan to drive program adoption, awareness, and advocacy of leadership
• A “people person”: You are enthusiastic and energized by spending your day interacting with many different people.
• High Emotional Intelligence and the ability to communicate effectively with many different types of people.
• Experience in client services, client success, business development, or solutions engineering.
• Experience navigating large, complex Fortune 1000 companies.
• Extremely effective written, verbal, and presentation communication.
• Driven, ambitious, and optimistic. Never give up. Ability to continue trying despite multiple false starts.
• Creative and entrepreneurial in your approach to your work
• Highly organized. Strong project or program management experience.
• Curious to learn about new businesses and industries, and you can quickly grasp and make effective use of industry- and company-specific terminology

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