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Customer Success Associate

Looma

Customer Success Associate

National
Full Time
Paid
  • Responsibilities

    Please note: we currently have listings for both this position and an Account Manager. We will hire one, but not the other.

    LOOMA BACKGROUND

    Looma exists to connect shoppers to the people and stories behind food & beverage products. Our first product, Loop™ At-Shelf Maker Stories, is a network of smart tablets in grocery stores that play short, human-centric films connecting producer to consumer. The data generated by Loop™ fuels our proprietary film production and optimization processes, forming a flywheel we believe will one day power the world's most sophisticated platform for human-centric point-of-decision video.

    POSITION SUMMARY

    Looma's Customer Success Associate will be responsible for delivering (and helping architect) a delightful experience for Looma's brand partners. They will walk brand partners through the entire campaign management process, from campaign commitment through delivery of a post-campaign report. The role will require substantial client engagement and project management, meaning optimal candidates will be both warm / personable and organized. The Customer Success Associate position will report to our Head of Brand Sales.

    This role will consist of two primary sets of responsibilities. These are listed below, along with the core work and projected time allocation for each.

    1. Brand Partner Account Management: 80%
    2. Brand Partner Experience Design: 20%

    Brand Partner Account Management (80%)

    • Manage all campaign schedules and brand partner info, primarily via Google Sheets and HubSpot
    • Check in with brand partners pre, during, and post campaign to ensure their teams have what they need to deliver a successful campaign
    • Field campaign-related questions, and design scalable processes for equipping brand partners with the resources they need
    • Spend time understanding brand partners' growth strategies to ensure future campaigns can support such strategies
    • Review post-campaign performance reports, outlining possible improvements for future campaigns

    Brand Journey Architecture (20%)

    • Work with our Retail Sales and Story Success teams to map the entire brand journey, identifying pain points and areas of improvement
    • Design scalable systems for high-touch, high-volume functions like brand onboarding, customer support, etc.
    • Work with our Data Science team to design best-in-class reporting, both during and post campaign

    ATTRIBUTES & QUALIFICATIONS

    • Process-driven: you're extremely organized, you have spreadsheets for everything, you love building and managing disciplined processes, etc.
    • Warm: you love working with people, and people love working with you
    • Poised: you're able to juggle a lot at once, and keep cool while doing so
    • Mission-aligned: you're excited to connect shoppers to the people behind their products, and you appreciate good film / stories
    • Experience in account management, project management, customer success, or startups are all bonuses, but not required

    Structure & Compensation

    Looma will provide a competitive compensation package consisting of base salary, commission, and stock options. All Looma compensation packages include cash / equity flexibility (i.e. you can opt for more equity and less cash or vice-versa).

    Benefits

    • Employee coverage for health, dental, and vision (gold plan)
    • Unlimited vacation (minimum of 10 days)
    • 12-week primary caregiver leave
    • $100/month craftsmanship stipend

    LOOMA'S HIRING PHILOSOPHY

    Looma believes culture is one of the strongest predictors of success for a startup. Strong contributors to Looma's culture will exhibit the following characteristics:

    1. Humility
    2. Integrity
    3. Wisdom
    4. Emotional Intelligence
    5. Grit
    6. Joyfulness
    7. Fun

    DIVERSITY & NONDISCRIMINATION Looma believes diversity is a fundamental good, and we are committed to promoting diversity both in our workplace and through the stories we tell. We do not discriminate on the basis of race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status, class or caste status, or any other protected class. Our global nondiscrimination policy covers these protected classes in every market in which we do business.

    KEYWORDS

    Customer Success, Account Management, Project Management, Program Design, Program Management CPG, Retail, Adult Beverage, Craft Beer, Wine, Startup, Venture Capital, Retail Tech, Adtech, Retail Media, Consumer Goods