Customer Success Manager - Americas

Revionics, an Aptos Company; United States; Sur place; USD 90 000 - 105 000; Plein temps

Résumé du poste

Revionics, an Aptos Company, is seeking a Customer Success Manager for the Americas. You will drive ongoing value realization, engage executives to validate business impact, and position Revionics for expansion.

You will collaborate with Product, Operations, Sales and Marketing to enhance customer experiences and outcomes. You will build trusted relationships, analyze pricing data, conduct strategic reviews, train users, and guide customers toward renewals and upsell opportunities across the

Qualifications

• Passion for working with customers and achieving best-in-class results.
• Ability to analyze large data sets to identify trends and actionable recommendations.
• Experience managing relationships with executive stakeholders and driving renewal opportunities.

Responsabilités

• Develop trusted relationships with customers to understand pricing needs and business value.
• Identify barriers to adoption and partner with executives to implement remediation actions.
• Leverage data to identify issues and trends, drive cross-functional solutions, and share actionable insights.
• Be the first point of contact for solution issues and coordinate with Operations and Product teams for resolution.
• Lead training sessions on existing and new features and inform customers about releases and maintenance.
• Conduct regular Strategic Business Reviews to assess health and progress against goals.
• Escalate and communicate issues proactively and coordinate with internal teams to resolve them.
• Collaborate with Sales and Professional Services to identify upsell opportunities within accounts.
• Assess renewal risk and coordinate internal actions to minimize risk; provide leadership with portfolio health updates.
• Create customer references and media opportunities to support Sales and Marketing.

Connaissances

Customer success

Data analysis

Executive relationships

Communication skills

Cross-functional collaboration

Project management

Time management

Independent work

Upsell & cross-sell

Formation

Retail pricing domain experience

Description du poste

You will be joining a team of remarkable colleagues who are passionate about creating and delivering leading-edge pricing solutions to the global retail market. You will become part of an exciting growth journey where we will do everything possible to help you reach and exceed your career dreams. Our colleagues have access to industry-leading training and development opportunities, and the chance to work in a global, diverse culture with offices in 9 countries. You will become part of an inclusive culture that is grounded in our Company's purpose: to make a difference for every colleague, every client, every day.

Revionics’ leading retail pricing solutions leverage powerful artificial intelligence technologies, including predictive AI, conversational AI, generative AI and agentic AI, to optimize the retail pricing lifecycle and deliver real business value to our clients. Our solutions optimize prices for retail products that generate more than $3T in annual revenue for dozens of the world’s leading grocery, healthy & beauty, DIY and convenience retailers. We hope you’ll be part of taking innovative solutions to market with the worldwide leader in retail pricing.

Customer Success Manager - Americas

Bilingual English and Spanish speaking.

Your primary focus will be ensuring on-going success of our customers and their retention by driving utilization of our solutions, executive engagement to validate business value and position Revionics for expansion and upsell opportunities.

In this capacity you will work with Product, Operations, Sales and Marketing teams to design and implement changes that improve the overall customer experience and contribute to Revionics strong position on the market.

Your responsibilities will include:

• Developing a trusted relationship through leveraging your retail and pricing expertise, as well as Revionics experience to guide the Customer’s pricing practices
• Proactively identifying barriers to successful solutions’ adoption and working with senior customer executives to put improvement actions in place. Establishing a clear linkage between Revionics product utilization, key performance metrics and customer goals
• Leveraging data to identify issues and trends that threaten customer success and work cross-functionally to drive solutions on customers’ behalf. Identifying trends and sharing actionable insights, to support customers in ensuring competitive and profitable market strategies, and help them achieve their objectives
• Serving as a first point of contact to the customer on solution issues and questions. Acting hands-on in troubleshooting the issues in alignment with the Operations and Product teams
• Conducting training sessions on existing and new functionalities. Informing customers of Product and Operations activities, ensuring transparent communication around releases and maintenance
• Leading regular Strategic Business Reviews, providing an accurate snapshot of the current program status/health through performance measurement, in alignment with the customer’s goals and objectives
• Being an escalation point for project and customer issues and working with internal Revionics teams to resolve those. Proactively communicating with customers in a timely manner on issue status and resolution
• Collaborating with the Sales and Professional Services to identify opportunities for footprint growth within the current customer base and coordinating appropriate resources to engage in the upselling process.
• Assessing renewal risks for subscription contracts and facilitating internal communication/collaboration on action plan to minimize risk. Providing Revionics leadership with regular assessments of the health of your customer portfolio
• Creating opportunities for customer references and media activities to support Sales and Marketing efforts
• Your annual targets will be set, and your success will be measured using several metrics, including:
• Additional Revenue through opportunities discovered and created within your customer base

What You Will Need to Be Successful:

• Passion for working with customers. Ambitions to achieve best in class results in a fast pace, turbulent and challenging retail environment
• Skills and interest in working with large amounts of data to understand trends and formulate actionable recommendations
• Ability and interest to quickly learn the Revionics platform to diagnose customer adoption issues and formulate a remediation plan
• Exceptional written and oral communications skills with a strong emphasis on building and presenting high-quality presentations. Demonstrate excellent strategic thought and facilitation skills in medium and large group settings
• Ability to collaborate effectively across Revionics internal teams and drive success through influence with non-reporting groups/individuals
• Prior accountability for exceeding retention and up-sell/cross-sell targets for a product or services company
• Experience managing relationships with executive-level stakeholders
• Excellent project management and time management skills
• Ability to work independently and to deliver on detail as well as strategy. Willingness to 'roll up one's sleeves' and assist wherever needed

What the Essential Requirements for the Role Are:

• Experience in a customer success and/or client executive or consulting role
• Experience working in one or more retail verticals and/or formats – directly or indirectly – with direct experience supporting pricing functions (i.e. regular, markdown, promotions, etc.)
• Multilingual with specific emphasis on English & Spanish.
• Willingness and the ability to travel up to 30%

The pay range for this position is between $90,000 - 105,000 plus Incentive Bonus. Starting salary may vary based on a number of factors including, but not limited to, the position being offered, location, education, training, and/or experience.