Customer Success Manager (FMCG & Retail)

## About the Role As a Customer Success Manager at Wiser Solutions, you will be the primary point of contact for clients, responsible for delivering exceptional customer experiences and driving long-term growth. Your day-to-day activities will revolve around understanding client needs, identifying opportunities for growth, and developing strategic plans to achieve these goals. You will work closely with cross-functional teams, including sales, marketing, and product, to ensure seamless communication and alignment. The Customer Success team plays a vital role in Wiser Solutions' mission to empower brands, retailers, and retail channel partners with data-driven insights. As a key member of this team, you will have the opportunity to make a significant impact on the company's success and contribute to the growth of the APAC region. Wiser Solutions is committed to fostering a culture of innovation, collaboration, and customer-centricity. As a Customer Success Manager, you will be expected to embody these values and strive for excellence in everything you do.

## What You Will Do - Serve as the primary contact for on-boarding, training, and day-to-day needs for your customer group - Develop and execute strategic plans to drive customer growth and retention - Analyze customer behavior and provide data-driven insights to inform business decisions - Collaborate with cross-functional teams to ensure seamless communication and alignment - Identify and mitigate risks to customer satisfaction and retention - Develop and maintain strong relationships with key decision-makers at client organizations - Stay up-to-date with industry trends and developments, applying this knowledge to drive customer success - Negotiate customer contracts and renewals, collaborating with management to create corresponding amendments and statements of work - Proactively reach out to customers to identify areas for improvement and provide tailored solutions

## What We Are Looking For - 3+ years of experience in customer success, account management, or a related field - Proven track record of driving customer growth and retention - Strong understanding of the FMCG and retail industries, including key trends and challenges - Excellent communication, interpersonal, and project management skills - Ability to analyze complex data sets and provide actionable insights - Experience with digital analytics tools and platforms - Strong business acumen and strategic thinking skills - Ability to work in a fast-paced, dynamic environment and adapt to changing priorities - Strong problem-solving and conflict resolution skills

## Nice to Have - Experience working with remote teams and managing virtual relationships - Familiarity with Wiser Solutions' products and services - Certification in customer success or a related field - Experience with CRM software and project management tools

## Benefits and Perks - Competitive salary and benefits package - Opportunity to work with a leading provider of digital marketing solutions - Collaborative, dynamic work environment - Professional development and growth opportunities - Flexible work arrangements, including remote work options - Access to cutting-edge technology and tools - Recognition and reward for outstanding performance

- Develop a strong understanding of the FMCG and retail industries, including key trends and challenges, to increase your chances of success in this role.

• Highlight your experience with digital analytics tools and platforms, such as Google Analytics or Tableau, to demonstrate your ability to drive data-driven insights.
• Showcase your ability to work in a fast-paced, dynamic environment and adapt to changing priorities by providing examples of times when you have successfully managed multiple projects or deadlines.
• Prepare to discuss your experience with customer relationship management software, such as Salesforce or HubSpot, and how you have used these tools to drive customer growth and retention.
• Be prepared to provide specific examples of times when you have successfully negotiated customer contracts or renewed agreements, and how you have collaborated with management to create corresponding amendments and statements of work.
• Research Wiser Solutions and their products, and be prepared to discuss how you can leverage their solutions to drive customer success.
• Develop a portfolio of case studies or examples that demonstrate your ability to drive customer growth and retention, and be prepared to discuss these during the interview process.