Account Manager - Customer Success

Who We Are

For over 20 years, SPINS has been a leader in recognizing the transformative power of data in retail. We offer our clients cutting-edge tools to attract attention from a fast-growing segment within the Health & Wellness industry, the values-based consumer. Nearly half of shoppers prioritize products that emphasize wellness, social responsibility, and sustainable practices. SPINS retail consumer insights, analytics, and consulting services give our clients a competitive advantage to increase their share of this growing market. Our data is the most comprehensive and accurate in the industry, allowing clients to power AI models and machine learning algorithms that help them better understand and meet their customers' needs. At SPINS, behind all of our impressive data is our real differentiator, our people. We pride ourselves on our collaborative, flexible, and communicative culture that puts people at the center of everything we do.

Account Manager Customer Success

Our Customer Success organization

Customer Success falls within the Revenue Organization.  This organization is responsible for the attainment and retention of revenue, in other words the sales and service engine for SPINS and the supplemental support functions that help bolster these functions like sales operations, solution architects, etc.

The sum of the parts is greater than the whole.  We share in one another’s wins, we offer support to one another continually, and we also expect that everyone steps up.  Our team has a strong work ethic, focus on continual improvement and questions everything.  We are the champion for our customers/clients; we feel like we are part of their success and ultimately love to help our clients grow.  Our industry is experiencing the need for our team to expand and provide scalable solutions. We are adding an Account Manager (Individual Contributor) to each of our segments.  This Account Manager will manage relationships and accounts with key business-to-business (B2B) customers. This role involves ensuring customer satisfaction, promoting retention, and driving revenue growth within the assigned accounts. This position works with clients and internal teams across SPINS to educate, engage, and empower clients to achieve their strategic objectives.  This individual will be working directly with management at our client companies to understand their opportunities and develop growth solutions and strategies to capture them. This individual contributor role reports to the Manager, Customer Success of the specific segment.

What You Will Do

Our Customer Success Team is an important element of our business and represents the ability to assist our clients knowledge of SPINS data, embrace, and gain value from our SPINS solutions. The Account Manager will work a book of business of high valued customers within one of our segments.

Relationship Management

• You will be an advisor to your clients; gain a deep understanding of their business, challenges, needs and goals to help them derive maximum value from their investment with SPINS; Including development and maintenance of strong relationships within the client company beyond just the main point of contact and users of tools
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Host and curate content for delivery at quarterly business reviews and account top to tops with key executives from SPINS and the client
• Act as a SPINS product expert using this knowledge to deliver the value of our data, tools, and solutions to our clients
• Form a strong business alliance with clients to understand client goals and objectives and quickly deliver solutions in support of them with minimal guidance
• Demonstrate best practices across client base and deliver insights and advice based on those practices
• Manage proactive communication and client touch points including change management from a data and product perspective

Account Planning & Strategy

• Champion the customer journey, including negotiating complex contract renewals to maximize net retention, mitigate risk, and ensure client satisfaction
• Develop strategies to expand engagement, enable adoption and mitigate churn to drive long-term account growth
• Anticipate client needs and manage client escalations that are raised to you from your partners and the client
• Be the voice of your client by capturing and communicating client needs and feedback to Product and Data teams
• Develop strategic account plans in collaboration with cross-functional teams to achieve revenue targets and business objectives

Revenue Ownership