SPINS

Analyst

• Assist in coordinating the onboarding process for retail partners by tracking progress, gathering information, and ensuring tasks are completed on time.
• Develop foundational knowledge of SPINS data, products, and services to provide accurate information and support during onboarding.
• Help maintain onboarding guides, FAQs, and training resources for internal and external use; assist in updating materials as processes evolve.
• Work closely with senior team members and cross-functional partners (Sales, Marketing, Operations) to support onboarding activities.
• Provide timely, professional communication with retail partners regarding onboarding steps, timelines, and requirements; escalate complex questions to senior team members when needed.
• Assist in identifying opportunities to streamline onboarding processes and improve the partner experience.
• Support the collection and tracking of onboarding metrics and reporting metrics to internal stakeholders.

Retail Onboarding Analyst

Solutions Engineer

• Partner with customer account teams on major Retail, CPG, and partner accounts.
• Manage the technical aspects of client implementation and onboarding.
• Assist clients in leveraging our data.
• Run ad hoc reporting and analysis.
• Help develop internal tooling to scale technical processes.
• Assess and triage issues within our applications and data feed.

Customer Success Manager

• Become a product expert in our Shopper Experiences tools and use your knowledge to educate, coach, and mentor clients - empowering them to drive brand engagement and leverage insights across retail and digital channels.
• Build strong and positive client relationships through proactive communication and regular touchpoints, including phone calls, emails, and live screen-sharing sessions, to help clients succeed with our platform.
• Independently own customer retention by monitoring client health, managing communication and system updates, and proactively addressing potential churn risks.
• Develop strategies to expand engagement, enable adoption, and mitigate churn - identifying ways to increase client value through upsell and cross-sell opportunities.
• Ensure smooth progress during onboarding by collaborating with the implementation team and preparing new clients for success post-launch, aligning activation to their goals and digital strategy.
• Distill and share best practices across your portfolio, offering actionable insights and tailored recommendations to enhance customer outcomes.
• Anticipate client needs and manage escalations, serving as a trusted advisor to your clients and collaborating closely with internal teams across Sales, Product, and Support.
• Act as the voice of the customer by capturing and relaying feedback to internal teams, helping to inform platform improvements and evolve our offerings in line with client needs.