Customer Success Manager (FMCG & Retail)

Company Description

Wiser Solutions is a suite of in-store and eCommerce intelligence and execution tools. We're on a mission to enable brands, retailers, and retail channel partners to gather intelligence and automate actions to optimize pricing, marketing, and operations initiatives, both in-store and online.

Job Description

Work Location Requirements

This position is hybrid requiring two days (Mondays and Thursdays) on-site in our Sydney office.

About the Role

We are seeking an enthusiastic and driven Customer Success Manager to join our dynamic Go-To-Market team at Wiser Solutions! In this exciting role, you’ll play a key part in driving success across the APAC region by empowering clients with data-driven recommendations to optimize their strategies. You’ll help clients enhance their sales performance, stay ahead of competitors, and uncover new sales opportunities. Additionally, you’ll support businesses in tracking, analyzing, and measuring the impact of their promotional efforts while providing valuable insights. If you're passionate about helping clients succeed and eager to make a lasting impact, we’d love to hear from you!

Essential Functions

Your main responsibilities will include:

• Scoping, communicating, and project managing customer deliverables.
• Serving as the primary contact for on-boarding, training, and day-to-day needs for your customer group (separate support and engagement management teams exist as well for additional customer coverage).
• Be an advocate for all assigned customers by understanding their business and leveraging Wiser’s solutions to help them grow.
• Capturing, documenting, quantifying, and communicating customer feedback and risk to the Sales, Marketing, Product, Operations and Leadership teams 
• Assisting in the creation of communal resources and innovating efficient processes to surprise and delight our customers while aiding internal teams. 
• Analyzing customer behavior inside & outside of our solutions in order to take action to improve customer engagement & retention. 
• Leading frequent customer meetings & quarterly business reviews bolstered by proactively sourced data driven analysis. 
• Working with customers and internal sales teams to grow (upsell and cross-sell) accounts, negotiating customer contracts and renewals, and collaborating with management to create corresponding amendments & statements of work. 
• Proactively reaching out to customers to identify risk and assess gaps in value realization to therefore take mitigating action with the support of appropriate internal teams. 

Qualifications

• Must have long-term and full-time working rights in Australia.
• 2-4 years customer success manager or similar experience.
• 2-4 years of professional experience in a role that blends customer focus and analytics.
• Technical aptitude, and intermediate or higher experience with Microsoft Excel, PowerPoint, and Salesforce CRM.
• Retail industry knowledge preferred.

Who you are

• Strong analytical mindset and ability to think ‘outside the box’.
• Strong customer orientation and sense of empathy (prior customer service positions are a plus).
• Ability to communicate clearly and effectively (cross-team or customer communication experience is a plus).
• Business acumen and strategic thinking.
• Strong follow-through, organizational abilities, and time management skills.
• High degree of attention to detail and self-accountability.
• Demonstrated ability to manage multiple large responsibilities simultaneously.
• Can-do, positive, and team-oriented attitude.
• Caring deeply about people, team, and culture.

Additional Information

Other Duties - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO STATEMENT - Wiser Solutions, Inc. is an Equal Opportunity Employer and prohibits Discrimination, Harassment, and Retaliation of any kind. Wiser Solutions, Inc. is committed to the principle of equal employment opportunity for all employees and applicants, providing a work environment free of discrimination, harassment, and retaliation. All employment decisions at Wiser Solutions, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, national origin, family or parental status, disability, genetics, age, sexual orientation, veteran status, or any other status protected by the state, federal, or local law. Wiser Solutions, Inc. will not tolerate discrimination, harassment, or retaliation based on any of these characteristics.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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