Job Description

CLIENT SUCCESS MANAGER

JOB DESCRIPTION

Springbig is the leading loyalty marketing and communications platform in the cannabis industry, working with over 1,300 unique storefronts and building up a cumulative database of over 20 million consumers.  Our Software as a Service (SaaS) platform allows our dispensary clients to configure a custom loyalty program and through this loyalty program build a database of consumers.  Our platform also boasts this industry’s most comprehensive communications engine, allowing our dispensary clients to market to their database of consumers via SMS and email (primarily focused on SMS marketing) in a personalized way. 

Springbig recently launched a new platform, Brands by Springbig.  This is also a SaaS platform, and it allows cannabis BRANDS to collaborate with our dispensary clients to send engaging SMS campaigns to the dispensary’s database of consumers.  A brand can use this platform to place an advertisement on top of hundreds of thousands of text messages and drive their products’ sell-through like never before! 

OUR HEADQUARTERS IS LOCATED IN BEAUTIFUL BOCA RATON, FL WITH team members distributed around the country. This position is located in SEATTLE, WA and LOCAL CANDIDATES ARE STRONGLY ENCOURAGED TO APPLY.

WHAT WILL I BE WORKING ON?

We are looking for a bright, enthusiastic, and fun CLIENT SUCCESS MANAGER.

Your CLIENT SUCCESS MANAGER responsibilities will include developing strong relationships with our key clients, connecting with key business executives and stakeholders at our client organizations to better understand their needs and how we can best support them, cross-selling and upselling our services set to your clients and ensuring their overall satisfaction. You will also be available to answer client queries and identify new business opportunities among existing customers. In this role, you will liaise with cross-functional internal teams (including Client Services and Product Development departments) to improve the entire customer experience. This position may require occasional travel.

If you are familiar with customer relationship management (CRM) software, have a flair for client communication and understand consumer behavior, we’d like to meet you. Ideally, candidates for this role will know how to meet ambitious individuals and exceed team-wide sales and customer satisfaction goals.

Ultimately, a successful CLIENT SUCCESS MANAGER MUST collaborate with our sales team to achieve quotas, while keeping our clients satisfied and engaged with our products and services in the long run. We provide an open, dynamic and collaborative work environment, which values independent thinking and freedom of expression. We are committed to providing a healthy work/life balance and development through training.

REQUIREMENTS:

• 3+ years of proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role
• 3+ years of Client Development, Account Development experience within the technology industry and strong engagement skills
• Proven ability to build rapport over the phone and via email with quick response times
• Proactive
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
• Solid experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot) and MS Office (particularly MS Excel)
• Experience delivering client-focused solutions to customer needs
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
• Excellent listening, negotiation and presentation abilities
• Strong verbal and written communication skills
• BA/BS degree in Business Administration, Sales or relevant field

ROLE AND RESPONSIBILITIES

• Serve as the lead point of contact for all customer account management matters
• Build and maintain strong, long-lasting client relationships
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
• Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
• Prepare reports on account status
• Collaborate with sales team to identify and grow opportunities within territory
• Assist with challenging client requests or issue escalations as needed

WHAT ARE WE LOOKING FOR IN A TEAM MEMBER?

• Your specialization is just as important as your ability to learn fast, communicate and adapt to shifting priorities.

WE’RE ESPECIALLY FOND OF PEOPLE WHO:

• Communicate well and articulate ideas clearly.
• Contribute ideas.
• Take initiative.

WHAT’S IT LIKE TO WORK AT SPRINGBIG? 

It’s awesome! We’re a driven, passionate, responsible group who values professional growth and work life balance. 

WHY YOU SHOULD WORK WITH US:

• We are a fun start-up, with a start-up culture.
• Our company is continually growing and always innovating and creating new features for ourselves and our clients.
• Company atmosphere is collaborative, passionate and fun.
• Casual dress code
• Work with some of the best & brightest technical minds in the industry! We learn from and share knowledge with each other every day.

WE TAKE CARE OF OUR TEAM MEMBERS:

• Competitive salary
• Unlimited PTO
• 401k match
• Great health benefits (medical, dental, vision, STD, LTD, Life Insurance)
• Casual and comfortable working environment

AND INFUSE LIGHTNESS AND CREATIVITY INTO OUR DAYS:

• Stocked coffee, snacks and candy “bar”
• Pizza parties and team lunches
• Laser Tag in the office
• Spontaneous games of tabletop cornhole or NERF wars
• Company sponsored Fantasy Football league and March Madness bracket challenge.

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