Customer Success Associate

Company Description

Who We Are

SES-imagotag empowers retailers to turn their physical stores into powerful digital assets, more automated, data-driven, AI enabled and connected, by leveraging our IoT Cloud technology.

We are a fast-growing retail-tech company and the global leader in digital and IoT solutions for omnichannel retail.

SES-imagotag is made up of highly talented, innovative, motivated, growth mindset team players who have created products like the VUSION Retail IoT Cloud platform, the Captana Sensor Cloud, Pulse Data Analytics and Edge Digital Media all powered by our limitless VUSION Operating System where thousands of organizations unlock the value of their data with near-unlimited scale, concurrency, and performance.

We invent technologies that create a positive impact on society by enabling sustainable and human-centered.

Job Description

What You Will Be Doing?

Working in SES-imagotag as a Customer Success Associate, you will learn the drivers of business change and how to initiate, plan, control and monitor project delivery. You will play an active role in all aspects of client engagements and customer satisfaction.

By working alongside our experienced team of professionals, you will develop a deep understanding of the project life cycle and how to drive and help retailers transform their physical stores into data-driven, connected shopping experiences by leveraging the power of our technology (IoT cloud platform, Computer Vision, AI, and beyond).

To succeed in this role, we're seeking someone who adapts quickly and is a quick learner, occasionally needing feedback from peers. You take ownership of projects autonomously while proactively seeking new challenges. To help our team constantly improve and innovate, our ideal candidate demonstrates an eagerness to learn and suggests new ideas.

Main Activities and Responsibilities:

You will be part of the North American team (based in the US, Canada, and Mexico) and will be working for the US and Canadian markets. You will be responsible for:

• Relationship Management: Establish and nurture strong relationships with key stakeholders within client organizations. Act as the main point of contact for customer inquiries, concerns, and escalations, ensuring timely and effective resolution.

• Customer Onboarding and Training: Lead the onboarding process for new clients, ensuring a smooth transition after a successful pilot project. Develop and deliver training programs to educate clients on best practices and optimal utilization of our solutions.

• Planning stores roll out: coordinate internally with different stakeholders for successful roll out and customer satisfaction. Ensure SLAs are completely defined and respected. Ensure an ongoing focus on improving processes and tools to ensure all projects are completed on time, on budget and with high quality; consistently prioritizes work and maintains a high degree of flexibility to maximize productivity and results.

• Customer Advocacy: Identify opportunities for clients to act as advocates, participating in case studies, testimonials, and other promotional activities. Proactively gather customer feedback to drive continuous improvement in our products and services.

• Retention and Growth: Monitor customer usage patterns and proactively identify opportunities for upselling,cross-selling and product replenishment. Collaborate with the sales team to renew contracts and expand business with existing clients.

• Data Analysis: Utilize data and analytics to track customer engagement, satisfaction, and overall health. Provide insights and recommendations based on data to improve customer success strategies.

Qualifications

What's Required?

• BA/BS in related fields: Business, Data Analytics, Computer Science or other STEM, Information Technology, Software Engineering etc.
• A minimum of 6 months experience in a customer-facing role in IT project management, as a Business Analyst, or in management consulting.  Experience obtained via internship/co-op is applicable.
• Great project management skills: managing deadlines and delivering tasks/projects on time.
• Experienced with the latest technologies related (but not limited to) to cloud platform services, data management (ex. PowerBi or Tableau)
• Customer-centric at heart: every decision you make revolves around our customers and bettering their experience.
• Excellent verbal and written communication, with appropriate and logical structuring of thoughts process during discussion/ presentation
• Ability to liaise with individuals across a wide variety of operational, functional, and technical discipline and o work within a virtual global team environment.
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