Customer Success Manager

Mood, a private equity-backed company, is the world’s leading in-store media solutions company dedicated to elevating the Customer Experience. The Company creates greater emotional connections between brands and consumers through the right combination of sight, sound, scent, social and systems solutions. Mood reaches more than 150 million consumers each day through more than 500,000 subscriber locations in 100+ countries around the globe. Mood’s clients include businesses of all sizes and market sectors, from the world’s most recognized retailers and hotels to quick-service restaurants, local banks and thousands of small businesses.

The Customer Success Manager is a client-facing position within our Sales Enablement team, under the Operations department, and closely aligned with our Account Management team. The Customer Success Manager is responsible for partnering with assigned Account Managers to support the overall account relationship, with a focus on client satisfaction. The Customer Success Manager will act as a liaison to resolve billing or operational issues with the client as well as provide excellent customer service to their assigned account base.

Responsibilities include but are not limited to:

• Support pursuit of growth targets and retention goals.
• Participate in regularly scheduled meetings with assigned Account Managers and clients as needed and required by assigned portfolio.
• Prepare and provide, or present data specific to areas of responsibility for assigned accounts during scheduled client calls, or as needed.
• Manage and resolve conflicts as they arise with clients, and escalate service related issues to direct Manager as needed for visibility.
• Track client service issues to ensure completion.
• Management of client brand standards either in the CDR (Oracle EBS Client Data Repository) or Brand Guidelines (Salesforce).
• Client research and ad-hoc reporting.
• Track status of product demos and pilots.
• Complete administrative functions that improve overall customer satisfaction – CSAT reporting, Store Closures, Connectivity reporting, AR research, Credit processing and special projects.
• Ensure client satisfaction with Mood and our products/services by determining client satisfaction, and modifying account support as needed to reflect business objectives.
• Act as a liaison between assigned client base and Mood service departments.
• Interface with Creative Services, Engineered Systems, Customer Service, Operations and Finance to ensure customer satisfaction.
• Obtain approvals from internal department or affiliates on behalf of the Account Managers for (Deposit waivers, cross territorial approvals, billing credits, rush installations).
• Maintain account integrity and ensure account accuracy in multiple databases and systems.
• Help initiate and route requests when necessary from Account Management to appropriate internal teams (Store closures, quote and design requests, billing changes, re-contracts, etc).

Required Qualifications:

• College degree preferred and 1-2 years of Project Management work experience or equivalent combination of education and experience required.
• Prior experience with inside sales and sales processes preferred.
• Strong working knowledge of client problem solving and coordination of account management.
• Must speak native/bilingual German.
• Ability to prioritize projects and manage multiple task assignments concurrently.
• Experience working with difficult customers and strong conflict resolution skills.
• Strong communication skills required, both written and verbal, which include the ability to communicate with tact and professionalism.
• Proficient in MS Office (Excel, and Word); working knowledge and usage of Oracle and Oracle Sales Cloud, or Salesforce is a plus.
• Excellent listening skills.
• Excellent customer service and relationship building skills.
• Ability to manage time and stay on task to meet deadlines.
• Rapidly responds to inbound (internal and external) communication.
• Demonstrate follow through skills on internal and external requests.
• Ability to work independently, using resources with little direction in a fast-paced environment.
• Must have strong interpersonal, organizational and administrative skills, and be able to effectively communicate with others.
• Mood Media business knowledge, understanding and/or working experience preferred.