Customer Success Manager

Overview

The Customer Success Manager is responsible for client relationships by developing, nurturing, and advocating for their clients and their needs. You’ll be responsible for new client implementation and relationship management throughout the client life cycle. You’re responsible for providing counsel and guidance aimed at exceeding the client’s expectations and their effective use of the KWI product. The Customer Success Manager should approach the customer experience as an ever-improving initiative. This role serves as a key pre and post-sale resource to our customers. A technical background isn’t required, but you’ll need to be comfortable discussing technical topics.

About the Job

• Handle high volume customer contact – conduct regular meetings with clients and make recommendations to provide continued success
• Uphold deep knowledge of, and educate your client on KWI’s products
• Regularly provide best practice recommendations
• Partner with internal cross functional teams to ensure alignment and transparency of plans
• Ensure clients are maximizing KWI’s technology solutions and offerings to maximize their effectiveness; recognize gaps and recommend solutions
• Identify opportunities for growth and expansion within your customers by understanding their business goals and anticipating their future needs

About You

• You have a minimum of 2-5 years of experience in a client services or account management role
• BA/BS Degree or equivalent experience
• Your strongest asset is your ability to communicate and build relationships with people – people describe you as “polished”
• You’re highly motivated and collaborative, a natural team player
• You’re a creative thinker, comfortable implementing out of the box solutions and leveraging past experiences to create new solutions
• Ability to perform under pressure and meet deadlines while demonstrating enthusiasm towards colleagues and clients
• Ability to anticipate change and proactively adjust priorities and strategies accordingly
• Experience within a SaaS organization is preferred but not required

About Us

KWI. FIRST IN SaaS. FIRST IN THE CLOUD.

We are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI’s culture is rooted in our core values – commitment, respect & dignity, accountability, reliability, passion, and caring. Our office environment is casual and fun – we recharge with a quick afternoon ping-pong game and are a culture that celebrates. We celebrate birthdays and holidays, and victories and failures. We encourage our people to take risks, to challenge the status quo, to improve processes, and to be better every day. We have a team of passionate and dedicated employees who are committed to making themselves and our clients better.

We offer complete Cloud-based solutions for a broad range of clients in specialty retailing. Since 1985 we've helped retailers achieve success through use of our leading systems including, merchandising, POS, Mobile POS, CRM, and loss prevention. We're a privately held, debt-free and 100% management owned company. Our company has never had a layoff and continues to grow!  We offer a collaborative work environment with colleagues who have a passion for retail and technology.

At KWI, we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.

 With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all of our team members to uphold these commitments.