Customer Success Manager

AppCard is looking for a business-oriented, tech-savvy Customer Success Manager to help lead the onboarding process with our clients. In this role, you will be managing the implementation process of the AppCard solution from the moment the contract is signed to when the client is live.

Responsibilities

• Serve as the main point of contact between the client and AppCard throughout the implementation process;
• Manage the implementation process end to end including; collecting required documentation, advising the client through designing their loyalty program, equipment installation, testing process, and launch day;
• Manage many implementation projects at once efficiently;
• Train clients on how to use the AppCard platform;
• Serve as a trusted consultant with clients to optimize their loyalty and marketing strategy;
• Become a product expert in the AppCard platform to best leverage AppCard’s product offering;
• Monitor usage and product adoption in the immediate post-launch phase;
• Identify upsell opportunities and generate new revenue during the implementation process;
• Understand, adapt to, and help build AppCard’s ongoing product and technology developments;
• Assist clients with basic troubleshooting on various software and hardware issues that may arise;
• Work cross-functionally with customer success, development, finance, tech support, product, and marketing;

Requirements

• 1-2 years of experience as an account manager
• You are a customer-oriented individual;
• Excellent oral and written communication skills;
• Excellent time management and organization skills;
• Experience managing complex software/hardware implementation projects;
• Tech Savvy; basic understanding of front end vs. backend;
• Understanding of retail business needs;
• Fast and autonomous learner;
• Provide technical and product support;
• Advantage: experience in either – account management, project management, customer success, professional services, SAAS / Tech industry experience;
• Bonus: experience using POS systems, SalesForce, JIRA, BI tools such as Cognos/SiSense/other, Excel, and G-Suite;

Employment Type

Full-time

**This role is FT from our NY office**