Job Description Enterprise Customer Success Manager Introduction Spoiler Alert is seeking a passionate, analytical and enthusiastic Enterprise Customer Success Manager to join our growing team. Our strong customer base of globally-recognized brands is committed to eliminating food waste and the Enterprise Customer Success Manager will deliver value through hands-on services and support that increases adoption of the Spoiler Alert platform to our Enterprise partners. If you are an experienced customer success professional excited to be part of a fast-paced, mission-driven startup on its way to achieving big-goals, we want to hear from you!
Reporting to the Director of Customer Success, you will have the opportunity to work on a range of important projects including customer data analysis, solution configuration and implementation, and developing strong, value-add, relationships with our growing customer base. This role is highly cross-functional and will require close collaboration with internal stakeholders across the product, sales, and customer success functions.
We have a big mission and large market opportunity, and this individual should be passionate about leveraging technology and supply chain analytics to reduce waste and increase food access. The ideal candidate will possess an extreme sense of urgency, high degree of intelligence, and an aptitude at navigating a fast-paced environment with evolving objectives and solution offerings.
Responsibilities Create and develop business partnerships with key Enterprise customers by understanding their goals and delivering value
Leverage industry best practices and analytic insights identify opportunities and improvement areas
Support in identifying growth opportunities, ensuring successful renewals and executing any risk mitigation strategies
Lead or support other projects such as outlet portfolio assessment and expansion, internal process/tool implementation, customer case study development
Prepare written and visual presentations and reports for key customer stakeholders
Coach and train customers on optimal use of the Spoiler Alert platform
Identify and effectively communicate enhancement opportunities within Spoiler Alert's product, services, and internal processes
Establish rapid understanding and documentation of customers' processes, data, and portfolio of distressed sales and donation outlet partners
Become an expert in the Spoiler Alert platform and how we deliver ongoing value to customers
Qualifications 3-6 years experience in customer success, consultant, or customer-facing role at a leading B2B technology or management consulting company working with Enterprise companies
Proven ability to maintain highly valued and outcome-based partnerships with a customer base
Proven track record of delivering exceptional results in past projects
Experience and comfort rapidly working with large data sets, conducting analysis, extracting and presenting business insights
Mastery of PowerPoint and Excel
Excellent verbal and written communication skills with the ability to explain complex and technical concepts
Strong organization and project management skills with keen attention to detail
Solid stakeholder management skills, both for internal and external stakeholders
Demonstrated eagerness to learn, adapt, and experiment and thrive in a fast-paced environment
Strong proficiency with G Suite, familiarity with business productivity applications (Zoom, Slack, CRM), and a high level of comfort in getting up to speed with new technology
Passion towards company's mission and interest in sustainability, food waste reduction and innovative technology and analytic solutions
Preferred Qualifications Technical competence and experience implementing enterprise software, analytic and business intelligence solutions
Relevant work experience in any of the following functions within the CPG and Grocery Retail industries: supply chain, sustainability, finance, trade promotion, or sales
Familiarity with enterprise software solutions in any of the following areas: ERP, supply chain management, warehouse management, transportation management, or trade promotion management
Knowledge and interest in customer success platforms and widely published customer success best practice blogs, literature and training programs
About Spoiler Alert Spoiler Alert is a Boston-based software company helping perishable CPG brands manage excess and slow-moving inventory. Working exclusively at the manufacturing plant or distribution center level, Spoiler Alert offers a best-in-class B2B sales platform that enables food & beverage brands to manage their liquidation processes across a private network of discount retailers and nonprofit channels - with a heavy focus on maximizing value recovery, strengthening customer relationships, and increasing the effectiveness of supply chain managers tasked with handling these typically manual sales processes. Founded by alumni of MIT, Spoiler Alert works with some of the world's largest brands, including Campbell's, Danone, HelloFresh, KeHE Distributors, and Kraft Heinz, along with a growing network of discount channels committed to increasing affordable food access.
While we care deeply about our customers' financial and operational improvements, our team's hearts and minds are motivated by the impact our work has in addressing some of the largest environmental and social opportunities of our generation - at the intersection of food waste, resource deficiency, climate change, affordable nutrition, and hunger. We couldn't be more excited to be combining critical technology breakthroughs - including workflow automation, augmented intelligence, wholesale ecommerce, traceability, and supply chain management - to an industry that is so critical for daily life.
Born out of MIT in 2015, Spoiler Alert is headquartered in Boston's Back Bay neighborhood and is backed by some of the nation's leading food, agriculture, and supply chain investors. For more about Spoiler Alert, visit spoileralert.com or our social channels: Twitter & LinkedIn.
Benefits Spoiler Alert is committed to providing equal employment opportunities for all applicants and employees. We offer a remote-first work environment, with the flexibility to work remotely or in-person from our Boston headquarters. Employee benefits include the following:
Competitive salary and stock option packages
Subsidized health, dental, and vision insurance plans
Flexible spending and dependent care accounts
Climate-focused, pre-tax 401(k) and post-tax Roth 401(k) options
12-16 weeks of paid parental leave + flex return to work
15+ company holidays, including an EOY rest week
20 vacation days and 10 sick days per year
Flex Fridays (no meetings after 2PM)
Paid volunteer outings and civic engagement leave
Learning & career development stipends
Home office stipend
Health & wellness reimbursements
Remote first work environment
We are a diverse team committed to a safe and inclusive work environment, free of discrimination based on race, color, religion, sex, gender identity or expression, sexual orientation, genetics, national origin, ancestry, age, medical condition, mental or physical disability, handicap or veteran status, or marital status.
Please note that applicants should be authorized to work in the United States. Though we are interested in every qualified candidate, we are unable to offer visa sponsorship at this time.