Resupply, Inc. Enterprise Customer Success Manager (CSM) Boston, MA · Full time

Enterprise CSM opportunity working with non-profits

Description

Position & Company Overview:


Resupply is looking for a customer-centric, energetic, team player to join us on our journey to reinvent and forever change the supply-chain of charitable contributions within the U.S. We are looking for someone who will be passionate about our mission and partnerships as we turn household goods into emergency relief for those in need. 


As the Enterprise Customer Success Manager (CSM), your main focus will be on our nonprofit partners’ product adoption, utilization and satisfaction. You will be responsible for training, implementation, and  Executive Business Reviews for all Enterprise partnerships. The Enterprise CSM will build relationships over time through timely response to partner requests and support escalations for their accounts as needed, reflecting a dedication to their success in the partnership. To drive account growth, you will also take a proactive approach in communicating value-add campaigns, such as product releases and marketing materials.


Our small, tight-knit team is seeking a candidate who will work closely with us at our South Boston headquarters. We work best when we can all innovate together in an open, collaborative environment to quickly make decisions. You will report directly to our VP of Customer Success and work closely with Sales, Product, and eventually Marketing. 


Click to learn how Resupply is forever changing charitable giving: https://www.youtube.com/watch?v=AVW60dsKJq0&t=6s


Position Description:

A successful Enterprise CSM will be responsible for: 

  • Engaging directly with key account stakeholders, such as Executive Directors and non-profit managers, to build and maintain relationships.
  • Training & implementation for Enterprise Accounts
  • Support as-needed for Enterprise Account escalations
  • Optimizing the customer lifecycle through value-add product adoption
  • Generating referrals for new Enterprise partnerships
  • Collaborating cross-functionally within the organization by aligning with Product to prepare clients for new releases, aligning with Sales on partnership selection and referrals, aligning with finance around measurement and forecasting, and aligning with Executive leadership around key metrics and objectives while contributing to a company-wide customer feedback loop.

 

Position Requirements:

  • BS/BA in Communications, Information Technology, Business Administration, or a related field
  • 3-5 years experience in a customer-facing role (such as Customer Success, Account Management, or Business Development; Sales experience is a bonus) 
  • Experience leading Quarterly or Monthly Business reviews 


  • An analytical and process-oriented mindset 
  • Excellent communication skills, ability to listen to and share ideas, and effectively present concepts 
  • Ability to create and implement strategies 
  • Understanding of Key Performance Indicators that will customers through their life cycle
  • Ability to set SMART goals and achieve all objectives 



ReSupply is an equal opportunity employer. As such, it is our policy to fill positions with qualified candidates regardless of the candidate's race, color, sex, age, religion, ancestry, national origin, citizenship status, marital status, sexual orientation, gender identity, genetic information, disability, pregnancy, military status, veteran status or any other protected group status.



Salary

$80,000 - $100,000 per year