Customer Success Manager

Customer Success Manager

Remote | Full-time

About The Position

At MRM Global we partner with the world’s most prolific alcoholic drink brands (Diageo, Pernod Ricard, Bacardi, Tito’s, and more) to drive sustainable customized marketing and bring brands to life in on premise and retail outlets. We are a rapidly growing company with expansion to 34 countries over the past three years.

Our mission is to increase sustainability by making it easier and faster to support more customers with world class marketing. Utilizing our software, we are shaking up how the world’s largest beverage alcohol brands and wholesalers create both print and digital visibility by combining global branding with customized, locally relevant messaging on demand. 

MRM – Brand Global, Market Local

What you’ll do:

Our customers are critical to the success of our company, and you will be critical to customer success. You will provide expertise and support while guiding clients through the different stages of software adoption and engagement to include group on-boarding, one on one training, conflict resolution, and solution implementation while building and maintaining strong customer relationships. You will work collaboratively across multiple departments (sales, product management, customer service) to ensure the client has a seamlessly successful experience therefore generating a lifetime user.

Responsibilities:

You will act as the first impression of our users by bringing to life the voice of MRM. You will apply your interpersonal and presentation skills to coach first time users through our software platform in both group and one on one sessions either virtually or in person. You will utilize active listening skills to understand user obstacles and employ critical thinking to develop solutions. Throughout the introduction and training process, you will create the framework and maintain relationships to develop lifetime software users. Appling empathy and understanding, you create superusers with confidence and satisfaction of achievement. 

Role Responsibilities:

  • Work closely with our National Account Manager on the largest blue chip accounts in the world, helping to build individual plans to achieve our customers goals. 
  • Conduct onboarding trainings with new customers, virtually and in person, to introduce our software and serve as the point of contact for user success
  • Develop customer relationships, ensuring customer adoption and growth to achieve the full business value.
  • Conduct regular check-ins with assigned accounts to review overall user experience, open support issues, brief/train on new releases, and any other significant upcoming events or project milestones.
  • Collaborate with internal MRM teams (Sales, Product Management, & Customer Service) to relay feedback and develop solutions based upon customer’s needs 
  • Develop an in-depth understanding of our software platform to successfully host educational trainings and demonstrations 
  • Monitor and identify software adoption and utilization trends, to provide solutions and recommendations based upon customer’s needs, engagement, and usage patterns. 
  • Act as the escalation point of contact for customer concerns and lead the communication with other teams to develop and implement a resolution
  • Monitor and maintain up to date systems on all customer health, adoption, and usage KPI’s
  • Maintain high levels of response and resolution to customer requests
  • Advocate on behalf of the customer and collect feedback to drive continuous improvement across all areas including product
  • Contribute to a culture of customer service excellence, advanced technical knowledge, and positive customer outcomes

Need to have:

  • Positive Attitude! We are excited to teach you about our company, our product and our vision. You need to bring a positive attitude and be ready to learn!
  • Strong empathetic and interpersonal skills with a positive customer-centric attitude and the ability to build a personal connection to foster engagement while delivering extra mile customer service 
  • The ability to develop, build, and maintain strong personal and business relationships through a customer centric approach
  • Strong organizational skills and superb capabilities with managing multiple high priority efforts simultaneously and successfully
  • Thorough understanding of technology to include Chrome and Apple IOS software with the ability to navigate flawlessly with speed
  • Outstanding presentation, training, and communication skills, both verbal and written
  • Self-motivated, entrepreneurial attitude with the ability to be creative and adaptable
  • Quick learner ready for a fast-paced environment to make significant impacts on the future of the business.

Nice to have, not essential:

  • Customer service experience with a history of proven relationship success
  • Love of Technology with an understanding of what a great SaaS experience should look like 
  • Background in Beverage Alcohol distribution

We know the ‘technology confidence gap’ can stop brilliant people applying. If this opportunity peaks your interest, please apply, we would love to hear from you. 

About working with us:

We are a team of people from all over the world with diverse backgrounds.  We share a passion for meaningful sustainable marketing and a culture built on our core values.  At MRM, being real, speaking up, supporting each other, understanding our customers’ needs, and being up for the adventure – is part of our DNA.

No two days are the same and we move fast.  We look for people who believe nothing is impossible.  People who are willing to roll their sleeves up and try.  People who believe different is good and safe is scary.  

You could belong here; To deliver brilliant marketing to MRM’s global beverage suppliers and their customers we need to build a company that’s reflective of their diversity.  We’re building an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong. 

What we’ll offer:

As well as your salary:

  • 401k. A combined contribution of your choice and company match 
  • Reward and Recognition. A bonus scheme based on company performance and your personal contribution, with regular recognition along the way. 
  • Holidays.  Competitive vacation package  with options to sell extra days. 
  • Remote work environment.  Flexibility to work remotely, with monthly team meetups in various parts of the country!
  • Grow with us.  You’ll have opportunities to develop your career in a high pace technology company as part of a great team.   
  • Personal Investment.  We’ll invest in your personal development and give you regular feedback.
  • Open culture.  A place where you can bring new ideas, try doing things differently and have a real impact.

Drop me a line
tom.stein@mrmglobal.com