Customer Success Manager

Key Responsibilities

• Serve as the primary in-office liaison for the completion of sales and onboarding of new clients.  
• Partner closely with distributors and convenience stores to complete the onboarding process. 
• Request program qualifying information from retailers and distributor partners to advocate for machine loan approval. 
• Identify sales drivers and action on remediation plans for large chain customers to improve retailer performance and grow sales.  
• Complete day-to-day team projects including reporting, analysis, research, and marketing campaigns.  
• Prioritize and triage incoming customer requests to help facilitate their needs. 
• Work closely with internal groups including Sales, Customer Service, Performance Management, Logistics, and Marketing.  
• Manage incoming lead calls as needed, promoting the Frazil product through education.  
• Complete all administrative work associated with sales operations including CRM system updates, notation, call backs, etc.  
• Other duties and projects as assigned 

Skills, Knowledge, and Expertise

• 2-3 years in sales operations, client success, or account management; preference given to experience in the convenience store industry  

• Bachelor's degree from a four-year college or university  
• Proven experience managing high-volume inboxes and large data sets within Excel.  

• You have exceptional communication and follow-up. You are a natural born communicator and are comfortable communicating in writing, over the phone, and in person. You communicate well under pressure and have experience navigating high-stakes conversations that have direct implications to budget, customer experience, or contract success.  
• You are a relationship builder, both internally and externally. You build rapport through active listening, professionalism, and execution. You know that the success of any B2B relationship hinges on delivering as promised.  
• You are a strong team player with a collaborative work style. You empathize before you criticize and always look to find the common ground. You give and receive feedback well. You contribute through sharing ideas but are more focused on the success of the overall team than ego.  
• You have a proven system to manage your time. This isn’t your first rodeo. You know your individual work style and have honed your ability to prioritize and triage. You consistently deliver and know when to ask for help.  
• You have a passion for details. You are energized by accuracy and enjoy a healthy balance of task-based work and organic, nuanced relationship management. You are capable of managing lots of "little things" while maintaining accuracy and output.  
• You are data driven. You use data to direct your work with an eye for efficiency and value-added efforts. Metrics are motivating and you even enjoy some healthy competition now and then.  

• Fully onsite position in Salt Lake City, UT 
• Work is primarily done indoors and requires sitting for long periods. 
• Frequent use of computers, including prolonged periods of screen time 
• Frequent communication with team members in writing, over the phone, and in person. 

Benefits