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Senior Retail Customer Success Manager

Remote - North America

Type: Full-time, salaried employment
Location: Remote in the US near major travel hub with consistent travel to customer sites
Salary Range:  $130 -160k OTE (80/20 split) + stock options


Who we are

Focal Systems is the industry leader in retail AI solutions. Our mission is to automate and optimize brick and mortar retail using deep learning computer vision. We have been deployed at scale with top retailers in the world. We are looking for smart, creative and passionate people who want to help build a great and enduring company. 

 

What we are looking for

We are looking for a results-driven Sr. Customer Success Manager to play a critical role in our Customer Success Organization and ensure our retail partners achieve a meaningful ROI through the use of our solutions. This is a roving, travel role working with new customers throughout North America. You will be responsible for the onboarding and engagement of new customers while representing the customer’s voice to our engineering/product team.

 

Key results to deliver

Demonstrate Measurable ROI to the Customer

  1. Act as customer's strategic advisor to help define, implement, and adopt best practices
  2. Quantify improvements to current store operations enabled by Focal automation solutions
  3. Help customers attain their desired outcomes by monitoring and analyzing store performance to make proactive recommendations that drive results
  4. Translate pilot results into a wider rollout of Focal within the customer organization


Maximize Customer Utilization

You will drive change management and adoption by providing exceptional onboarding experience to Focal’s customer base, thoroughly understand and define current and future state workflows and remove barriers to utilization at all stakeholder levels

 

Increase Customer Satisfaction

  1. Be the voice/champion of the customer by proactively addressing barriers and prioritizing enhancement requests to shape Focal product roadmap
  2. Strengthen customer engagement and adoption by traveling to Focal stores within territory
  3. Increase advocacy by maximizing Net Promoter Score amongst your stores
  4. Facilitate internal collaboration across Focal sub-orgs that will enhance customer outcomes


What You Need to Be Successful

  • Proven retail experience (as an employee or consultant) in brick & mortar grocery, supermarket or big box 
  • Bachelor's degree or equivalent work experience
  • Excellent communication, interpersonal and listening skills to connect with all stakeholders to build trusting relationships
  • Effective change management skills
  • Willing and able to travel weekly to pilot site, which will vary by customer 
  • Strategic/big-picture thinking skills with high intellectual curiosity to dig deep into customer problems to align value back to their business objectives
  • Startup mindset and work ethic with ability, motivation, and energy to manage multiple priorities in a fast-paced, unstructured environment independently and as a team


What we offer
We care deeply about the health, happiness and wellbeing of our employees. We offer:

  • Competitive Salary & Attractive Stock
  • Health Insurance
  • Paid Time Off 
  • Education grants

Note: Our pay bands are driven by market benchmarks in the target geography for hiring. Our posted ranges typically include multiple job levels. A candidate's level is determined by their performance throughout our talent acquisition process including technical screens, behavior interviews, presentations, work samples, and references. We will communicate transparently with the candidate at final stages regarding how we have leveled them, and what salary range that places them into. Placement within range is equally determined by education, general experience in your profession, specific experience in our domain, and your performance in the talent acquisition process. It is rare to receive an offer at the top of the range for a role.

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