Associate Director - Customer Experience

Who we are

Datassential is a global food and beverage intelligence platform. By embracing billions of data points and AI, we offer a suite of innovative solutions that empower over 90% of the largest global brands in the food & beverage ecosystem to more effectively develop, market, and sell their products. 

Datassential, headquartered in Chicago, USA, has gained momentum in global markets through its acquisition of CHD Expert (HQ: France) in 2022. Datassential is backed by Spectrum Equity, the same top-tier PE firm that backed GrubHub, bitly, and Headspace. 

We are a remote-first company with opportunities for in-person team and company-based events. Our global team celebrates diverse backgrounds and new perspectives while cultivating expertise in all things food and beverage. Food brings people together, and there's room for everyone at Datassential's table.

Who you are: 

• You believe in putting the customer in the center of all you do when it comes to retention - you operate as an extension of their team.
• Proven track record for consistently growing a customer book year over year.
• Exceptional creative problem solving skills to help customers solve their business challenges through data and insights
• Personality shines in the spotlight - whether educating customers, proving ROI or presenting on a strategic industry topic.
• Entrepreneurial mindset with a drive to expand business using a consultative approach. 
• High performing culture brings out the best in you. Challenges are key for what has you thriving at work.
• High level of emotional intelligence. 
• Organization and account planning are your strengths

Why you should join:

• We are a brand leader in the Food & Beverage SaaS industry.
• We have a fast-paced, high energy culture with the ability to take the work seriously but not yourself. Food puns are encouraged. 
• Team camaraderie matters and winning as a team is mission critical.
• Excellence is acknowledged and rewarded with clear paths to grow within the customer experience organization. 
• Learning environment - we believe there is always something new we can learn and apply to get better every day.

What you will do:

As an Associate Director of CX at Datassential, you will serve as a strategic partner to our valued clients and be viewed as a trusted expert in the food and beverage industry. You will understand their distinctive business requirements, champion their interests within Datassential, and facilitate their understanding of the complete potential of our data insights and tools. This role entails not only cultivating robust client relationships but also establishing Datassential as an industry thought leader and devising customized solutions that blend seamlessly with our clients’ business goals. 

In this role, the Associate Director of CX will have a deep understanding of the industry, excellent interpersonal skills, and a proven track record of delivering exceptional customer experiences. This role is pivotal in ensuring client satisfaction, fostering growth, and delivering value through Datassential’s offerings in the food and beverage industry. 

Key Responsibilities: 

• Be a trusted client advisor through consistent support, become an extension of their team. 
• Manage a growing book of business inclusive of onboarding, training, renewals, upselling, contract negotiations and strategic annual plans.
• Lead productive client monthly meetings, showcasing ROI of Datassential solutions. 
• Collaborate internally to streamline workflows related to contracting, invoicing and receiving payments.
• Seek cross-sell referrals for Sales
• Compliant with company policies and leads by example

Requirements

What you bring:

• Bachelor’s degree in business, Marketing, or a related field. 

• Proven experience (5-9 years) in a customer-facing account management or sales role preferably in SaaS, data insights or food and beverage industry or related field.
• Professionalism and ability to remain composed under pressure. 
• Proficient in common-sense checking ensuring accuracy and quality of customer deliverables. 
• Skilled storyteller and negotiator 

• Can serve as a role model.
• Strong experience managing within a CRM system (Salesforce or equivalent) &/or a customer management system (Totango or ChurnZero).

Nice to have:

• Understanding of the food and beverage landscape, trends, and challenges. 
• Proficient public speaker
• Experience conducting or selling research
• P&L manag