Client Success Manager

UpClear makes a SaaS revenue management software that is used by some of the most recognizable consumer goods brands in the world. Our system supports Trade Promotion Management, Trade Promotion Optimization, Integrated Business Planning and Revenue Management.

We serve more than 80 brands in over 30 countries. Our growth is substantial and consistent; we have been on the Inc 5000 list of fastest growing private companies for nine years.

UpClear's global headquarters is in New York City and we have international offices in London, Paris, and Singapore.

Please note:

We are not able to provide sponsorship for employment authorization at this time. This role requires 4 days on site collaboration per week. You must be able to commute to our West 22nd Street office in New York.

About the role:

The Customer Success Manager (CSM) reports to the Sr Director of Customer Success and will have primary responsibility for managing a portfolio of clients to ensure satisfaction and to drive value for both the customer and UpClear. The CSM will develop and maintain client relationships at different levels of the organization, from manager up to director and VP level, gain insights into the client’s strategic initiatives and generate opportunities for upsell and further adoption of UpClear solutions. Secondarily, the CSM will support the CS Sr Director and team members to develop best practice case studies, establish Customer Success processes and track KPIs

Responsibilities: 

This role requires a high level of comfort with technical information.

In a typical day you will:

• Act as primary point of contact for portfolio of clients.
• Contribute to ensure impeccable client support to meet SLA targets and client satisfaction.
• Support senior team members to prepare client meetings with regards to content and documentation.
• Support senior team members with data collection activities to measure Key Client Success KPIs.
• Support creation and maintenance of documentation and reporting.
• Follow-up on client success, progress, issues and opportunities.
• Develop business requirements for software evolutions, and present to solution and product teams
• Develop test scripts and execute user acceptance testing
• Work with product and engineering teams to resolve issues

• Bachelor’s or Master’s degree in a business or IT discipline with 3+ years of experience in SaaS environment
• 4+ years of CPG experience or intensely curious about the CPG/TPM industry or technology services
• Strong organizational skills, with demonstrated rigor and attention to detail
• Ability to work under pressure and with tight timelines
• Excellent written and verbal communication proficiency
• Strong data management skills, strong Excel and PowerPoint skills
• Good understanding of SQL queries
  

Big plus if you have a business analyst background or if you use SQL on a regular basis.

• WHY UPCLEAR ?
• Be part of a growing global SaaS company, with offices in NYC, London, Paris, Hong-Kong
• Work on latest Cloud technology and build architecture for fast-growing Tech
• Weekly happy hours, good office culture, global cross team collaboration, direct access to executive leadership for guidance.
• UpClear employees have access to a range of competitive benefits, including
• Various Health Care Plans you can choose from to best fits your needs (Medical, Dental & Vision)
• Retirement Plan with company match (401k, IRA)
• Generous Paid Time Off package that grows with seniority (Vacation, Sick, and Public Holidays)
• Paid Maternity leave
• Paid Parental bonding leave
• One month paid sabbatical after five continuous years of work at UpClear
• Hybrid work model
• Salary ($110K - $140K)

The salary range listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary several factors may be considered as applicable including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority.