Customer Success Manager

Label Insight is a high-growth technology company founded with the mission of helping CPG companies and retailers help their consumers understand what’s in the products they use and consume. Our data and tools focus on transforming information about household products into simple, easy to use forms.” We’re transforming the way brands and retailers interact with and share product data in order to bring product transparency to the consumer.

As a Customer Success Manager you will play a critical role in building and expanding lasting relationships with Label Insight customers and partners, and provide expert support to users of our solutions. The ideal candidate brings strong customer support experience, thrives as a collaborative team player and is comfortable in a very fast paced, high-growth startup environment.

• Proactive focus on delivering an outstanding customer experience and driving to achieve successful customer outcomes.
• Become proficient in usage and value elements of all LI solutions.
• Develop and deliver training to users on LI solutions, including customizing when appropriate.
• For SmartLabel customers, support and manage verification phase of project implementation, including close coordination with the internal project manager and other internal teams, and lead contact with customer teams for training, workflow design and execution.
• For SmartLabel customers, post initial implementation, support and manage design and setup of change management processes for solution continuation into maintenance mode.
• Become trusted resource for users of LI solutions at customers and partners.
• Handle general inquiries from customers about usage of LI solutions.
• Deliver best practice recommendations to maximize customer's usage and derived value from LI solutions.
• Outreach to existing customers according to account management plans to deliver updates on LI solution updates, training new users, etc.
• Collaborate with product teams when appropriate on introduction of new product elements, and providing input on new features.
• Continuously focus on identifying opportunities to optimize support delivery process, bring forward ideas to improve efficiency and scale.
• Assist in organizing voice of customer feedback to internal teams on products, solutions and other aspects of project execution

• Education: Bachelor of Science or similar degree in related technical or business field
• 3+ years experience working in a support or account management role for IT / data solutions in large enterprises, SaaS environment experience desirable.
• Experience with support management tools desirable.
• Excellent communication and documentation skills.
• Familiarity with SaaS environments, and agile development and business methodologies.
• Familiarity with food label data elements and attributes; SmartLabel digital consumer product data presentation is desired.
• Experience working with CPG manufacturers and retailers is desired.