Job description
Customer Success Consultant
Are you ready to join an exciting tech scaleup and make a significant impact on our cutting-edge projects? We are seeking a talented and experienced Customer Success Consultant to join our dynamic team. If you are passionate about market research, relationship building and project management this is the perfect opportunity for you.
SMG is a leading experience management (XM) provider, serving restaurants, retailers, and other multi-location consumer businesses by changing how brands act on customer + employee insights. With a rich 30-year history, SMG is uniquely pairing an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies. And with our 2024 acquisition of Bulbshare, we also help the world’s leading organizations grow through real-time customer collaboration by building mobile-first customer communities in over 30 markets worldwide, enabling clients to collaborate with consumers quickly and effectively for insights, ideation, and advocacy.
We offer our talent -
- Work hard, have fun environment - We work hard to deliver a fulfilling, exciting workplace environment for each employee. Our teams are composed of smart, talented, curious people who love a good challenge.
- Values driven culture where we connect, collaborate & co-create.
- Remote first company (fully remote)
- Unlimited PTO
- Tech provided
Diverse, experienced, friendly team which will welcome you, support you and challenge you. We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success.
What you can expect in this role:
Our Customer Success Consultant is the main point of contact for clients. Managing, onboarding and supporting clients on a day-to-day basis, consulting on project approach and inspiriting new ideas to best meet the client’s objectives and engaging the team around you to deliver on client projects.
- Ideal candidate to have 3-5+ years customer success/market research experience, heaps of ambition, and passion for technology and insights.
- Relationship owner for client portfolio acting as main point of contact for the client on practical issues and growing advocacy through the life of the project
- Managing a range of fast paced research projects
- Own the project scope, timelines and details - ensuring we are highly organized and set up for success
- Hold the client and internal team members accountable to achieve project goals
- Manage and track customer health KPI’s ongoing and during new client pilot activity defining a path for conversion to annual contract
- Leadership of project teams to meet project management and research objectives
- Work collaboratively with the Community and Research Teams to ensure activity is scoped and delivered on time and to a high standard
- Strategic ownership of program with QBRs to share KPIs, increase relationship health, drive satisfaction and loyalty and increase usage
- Ability to present findings to client’s leadership at a high level with strategic recommendations
- Expert in the product capabilities to facilitate training and drive usage and tool adoption
- Support existing client expansion revenues through building strong client relationships/networks and proactively seeking-out incremental revenues (new brands, teams and markets)
- Partnering with commercial team in preparation for renewals and expansion work to retail and grow the partnership
What you’ll need to succeed:
- Educated to at least degree level or equivalent in marketing or business
- 3-5+ years account management, customer success, insight or research experience
- Previous experience working with FMCG companies and brands
- Good appreciation/understanding of marketing and client issues
- Self-motivated with a drive to deliver value for customers
- Ability to work independently as well as in a team
- Excellent communication skills and command of English, both written and spoken
- Ability to work under pressure and to meet tight deadlines
- Ability to plan ahead, multitask and drive solutions around related aspects of your role
- Excellent analytical skills
- Proven track record in delivering visually appealing presentations
- Genuine curiosity and energy in your chosen field, we value self-motivated individuals
About Bulbshare:
To learn more about Bulbshare, visit https://bulbshare.com.
