Harmonya

Senior Customer Success Manager

Harmonya

full-time

Posted on:

Location Type: Hybrid

Location: United States

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Job Level

Senior

About the role

  • Manage accounts and build strategic relationships with the CPG and Retail companies
  • Lead post-sale account health and sustain engagements with customers, and working seamlessly with them to use Harmonya’s products and data for maximum impact
  • Independently manage onboarding kickoff presentations, training, office hours, project leadership meetings, and quarterly business reviews
  • Own the measurement and articulation of Harmonya’s impact to our customers
  • Proactively solve any roadblocks, and identify new opportunities and needs that Harmonya can address with our customers
  • Serve as a trusted partner to customers externally and be your customers’ advocate internally
  • Develop and improve upon internal and external processes that drive customer satisfaction and loyalty
  • Develop and execute on joint business plans to drive value, and deliver business growth with customer retention & health being the 2 primary KPIs

Requirements

  • 5+ years of experience in a Customer Success or Account Manager role - managing relationships with large and complex enterprises, preferably with a data or business intelligence SaaS platform
  • Customer/Shopper Insights, Category Management, Analytics experience in a CPG or Retailer preferred
  • Experience working in a fast-growing startup and technology environment, specifically in B2B SaaS data/analytics and CPG
  • Proven track record of being able to successfully onboard and support customers with new data sets, platforms, or technologies
  • Demonstrated ability to build lasting relationships, deliver high customer satisfaction, and build loyalty based on mutual value creation
  • Strong presentation skills, experience preparing for in person presentations often with multiple stakeholders
  • Empathy to truly understand customer problems and needs and work internally and externally to address customer needs
  • Curiosity, creativity, patience, and an entrepreneurial mindset are critical to success in this role.
  • High accountability, integrity, and attention to detail
  • Excellent verbal and written communication skills
  • Familiarity with common CPG and Retail industry data sets - NielsenIQ, Circana, Luminate, 84.51, Numerator, Mintel, etc.
Benefits
  • Infrequent domestic travel required (0-10%)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementData AnalyticsBusiness IntelligenceOnboardingCustomer InsightsCategory ManagementPresentation SkillsCustomer RetentionBusiness Growth
Soft Skills
Relationship BuildingCustomer SatisfactionEmpathyCuriosityCreativityPatienceEntrepreneurial MindsetAccountabilityIntegrityAttention to Detail