About the Role:

- We are seeking a highly motivated and results-oriented Customer Success Manager (CSM) to join our team, focusing specifically on our FMCG clients.

- You will be responsible for building and maintaining strong relationships with our FMCG customers, ensuring they achieve their desired outcomes using our products/services.

- This role requires a deep understanding of the FMCG industry, excellent communication and relationship-building skills, and a passion for customer satisfaction.

Responsibilities:

- Onboarding and Training: Onboard new FMCG customers, providing training and guidance on how to effectively use our products/services.

- Relationship Management: Build and maintain strong, long-term relationships with key stakeholders within FMCG client organizations.

- Needs Analysis: Understand the specific needs and challenges of each FMCG customer, acting as their trusted advisor.

- Performance Monitoring: Monitor customer usage and performance metrics, identifying areas for improvement and proactively addressing potential issues.

- Value Realization: Demonstrate the value of our products/services to FMCG customers, showcasing ROI and helping them achieve their business objectives.

- Advocacy: Act as a customer advocate, providing feedback to product development and other internal teams to improve our offerings.

- Retention and Growth: Drive customer retention and identify opportunities for upselling and cross-selling within existing FMCG accounts.

- Reporting: Track and report on customer success metrics, providing regular updates to management.

- Collaboration: Collaborate closely with sales, marketing, and product teams to ensure a seamless customer experience.

- Industry Knowledge: Maintain a deep understanding of the FMCG industry, including market trends, competitive landscape, and regulatory requirements.

Required Skills:

- FMCG Industry Knowledge: Strong understanding of the FMCG industry, including distribution channels, retail landscape, and consumer behavior.

- Customer Success Experience: Proven experience in a customer success or account management role, preferably within the FMCG sector.

- Relationship Building: Excellent interpersonal and relationship-building skills.

- Communication Skills: Exceptional written and verbal communication skills.

- Analytical Skills: Strong analytical skills to track customer performance and identify areas for improvement.

- Problem-Solving Skills: Ability to proactively identify and resolve customer issues.

- Presentation Skills: Ability to deliver effective presentations and training sessions to FMCG clients.

- CRM Experience: Experience with CRM software (e.g, Salesforce, HubSpot).

Preferred Skills (Optional):

- Sales Experience: Experience in sales or account management within the FMCG industry.

- Technical Skills: Familiarity with relevant software or technologies used in the FMCG sector (e.g, supply chain management systems, retail analytics platforms).

- Marketing Knowledge: Understanding of marketing principles and practices relevant to FMCG.

Qualifications:

- Bachelor's degree in Business, Marketing, or a related field preferred.