Union crate careers

Customer Success Manager

February 27th, 2019
We’re a diverse, tight-knit team of CPG veterans, rebels, and futurists who believe the future of supply chain will be driven by Union Crate. We value accountability, kindness, GIFs, collaboration, hard work, coffee, and snacks.

What We Do:

Simply put, we help CPG brands become more efficient. Our platform centralizes supply chain operations and simplifies demand planning with forecasts that are more accurate than ever before. Our products power operations and empower the people who run them so that they can keep up with today’s fast-changing consumer (like you).

Who We’re Looking For:

We feel that the right person for this role should be able to check many of the following boxes: knowledge of the CPG or CG industry; experience in brand management (ideally with a CPG company); role(s) in sales; understanding how supply chains work; tech savvy; relationship-building experience, both online and face-to-face.

What You’ll Do:

The Customer Success Manager will be a core team member at Union Crate. You will build, maintain, and grow relationships with our clients, all of whom operate in the CPG industry. You must be able to wear numerous hats, from interfacing with key executives to developing strategies and tracking metrics to drive retention, renewals, adoption, engagement, customer satisfaction, and, ultimately, growth.

The opportunity to work cross-functionally—sales, marketing, and tech teams will be your partners in crime—should excite you. In this role you’ll also have a voice in overall product, since, in many instances, you’ll represent the needs of our clients. You must be proactive, organized, and desire to become our clients’ go-to for nearly everything.

Core Responsibilities

Client Relationships and Account Management

  • - Manage, and be accountable for, client accounts that range from large enterprises to SMEs and startups
  • - Understand, anticipate, and address clients’ business needs to drive the success of key accounts
  • - Communicate with C-level executives (including founders) and confidently convey Union Crate’s value proposition
  • - Earn the trust and respect of every member of our client’s teams

Internal Project Management

  • - Work with marketing and product teams to develop ongoing communication strategies to strengthen client relationships and drive confidence in Union Crate
  • - Establish methods to collect and analyze client feedback in order to identify best-in-class practices
  • - Develop and implement perpetual processes to test UI with clients, then communicate that feedback to our development teams to drive product improvement
  • - Coordinate with marketing team to improve and track client engagement related to newsletters and other outbound strategies
  • - Oversee the onboarding process for new clients and liaise with product and tech teams to ensure it runs smoothly
  • - Manage the successful implementation of new product features or integrations, including the execution of required training/education
  • - Coordinate cross-functional teams to ensure successful transitions, from deployment through ongoing account management
  • - Conceive and write business briefs to guide the technical teams in product development

Client Retention and Sales

  • - Negotiate contract renewals and expansion opportunities with existing clients
  • - Assist sales team to proactively manage customer pipeline
  • - Develop and present quarterly business reviews to leadership

Qualifications

  • - 2-5 years experience overall in account management or account-based selling for SaaS companies and/or CPG/CG companies
  • - A track record of communicating with C-suite/leadership/upper-level management, including founders, and growing those relationships over time
  • - Experience carrying a $1MM+ ARR book of business, with a demonstrable track record of account retention and expansion
  • - Comfort in a fast-paced, data-and-smile-heavy environment that values both collaboration and independently-driven projects
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