SnackNation Executive Customer Success Manager in Culver City, California

Executive Customer Success Manager Customer Success | Culver City, CA | Full Time

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Job Description

Company: Awesome Office, Inc. (Parent Company of SnackNation)

Position: Executive Customer Success Manager

Location: Los Angeles, CA (neighborhood: Culver City creative corridor)

Reports to: Andrea Rivera (Director of Customer Success)

Direct Reports: None

Salary: Commensurate with Experience

Mission:

With a name like ours, you know we invest a lot of time & attention in our own office & culture. We are looking for an absolute rock star, who will create a world-class experience for the customers, whether it’s helping with a simple question, solving a complex issue, having a regular check-in call, or knowing the right moment to upgrade the customer to a more suitable service/product.

Role:

We’re looking to hire an Executive Customer Success Representative who can help us create a world-class experience for our customers. The Customer Success Team (CST) is the hub of customer support and advocacy for our healthy snack delivery program, SnackNation. Whether it’s helping with a simple question, solving a complex issue, having a regular check-in call, or knowing the right moment to upgrade the customer to a larger package, the SnackNation CST knows our customers inside and out, and does everything necessary to ensure a consistently positive experience. There's nothing quite like awesome support, and it takes a team of attentive, empathetic, and critical thinkers who constantly strive for perfection!

Responsibilities:

  • Be the face of SnackNation for large customers currently receiving the monthly snack delivery service

  • Drive retention for a $100k+ book of business

  • Expertly address questions via phone, email and in person visits providing answers that are quick and easy to understand

  • Manage and maintain relationships with single point locations along with multipoint locations with multiple points of contact

  • Help clients get through critical moments with ease by taking a systematic approach to problem-solving and applying just a bit of detective work to solve any issue that comes your way

  • Run point on customer issues that require masterful coordination between multiple SnackNation teams

  • Create phenomenal customer experiences by proactively cultivating relationships with your customers

  • Act as the voice of our customers and help us prioritize future enhancements to the SnackNation product

  • Maximize revenue from our customers by knowing when to upgrade, upsell, or in some cases, downsell, so that our customers are receiving the most optimal service from SnackNation

Compensation:

Compensation is commensurate with your experience and proven past successes

Qualifications:

  • You have 2+ years of Customer Success or Account Management experience working with large, complex customers

  • You have experience driving to goals associated with gross churn and upsell

  • You have managed a $50k+ book of business

  • You're obsessively organized, detail-oriented, and sincerely empathetic

  • You possess outstanding analytical, problem-solving and multitasking skills

  • You’re proactive in identifying new opportunities, solving problems, and prioritizing efforts

  • You're a compelling writer who crafts grammatically impeccable emails and you’re just as articulate on the phone

About SnackNation:

We exist to inspire more conscious food decisions by connecting healthier brands with engaged consumers through a smart marketplace. SnackNation cares about making a positive impact on the world, with a wellness-minded culture and values.

We look for people who aren't afraid to be themselves. Because that's our vibe. Whether it's health or sales goals, our mantra is Better Every Day. In fact, we offer meditation, yoga and bootcamp during work hours, not after. If you're a wellness-loving professional that wants to do impactful work, take on a lot of responsibility and be a part of our driven company culture, join us.

You'll be surrounded by good people wanting to do amazing work and make an impact in our booming CPG space. We promise to help you find your better you.