Customer Success Manager, FORM
Digital assistant for the frontline
Open for applications
Digital assistant for the frontline
201-500 employees
Open for applications
201-500 employees
Company mission
To drive faster actions and better decisions.
Role
Who you are
- You have 2-3 years’ experience managing B2B customers. Bonus points for managing Enterprise customers and/or portfolio of $2M ARR or more
- You are comfortable working directly with executives and senior-level management
- You’ve managed simultaneous projects in a customer-facing role where you were directly accountable for delivering data-driven results
- You love data and may have been a data analyst in a past life. You can explain relational database concepts, have advanced Excel skills, and have even written a SQL query or two over the years
- Experience in Image Recognition (IR) or AI/Deep Learning is a huge plus
- Your written communication is exceptional: concise, persuasive, and empathetic
- Your verbal communication is exceptional: clear, on-point, and confident
- You have a proven track record of building successful relationships with customers, and one or two of them would even be willing to serve as a reference
- You have a history of retaining and growing your customer portfolio
- Having too much work and not enough time doesn’t make you come unglued - You understand how to prioritize and focus on what is important
- You look forward to collaborating and building relationships with many other teams throughout the company
- You’re ahead of the game if you have experience working in the beer/wine/spirits industry and have an understanding of on/off-premise, wholesalers, distributors, display compliance, brand ambassadors, goal-based attainment, and various BWS industry knowledge
- You have completed a bachelor’s degree
- You appreciate and align with our company values
What the job involves
- As a Customer Success Manager at FORM, you will advocate for, consult with, and empower our customers to make the most of the GoSpotCheck platform
- You’ll be involved with your customers' onboarding experience from kick-off to go-live, provide training and support to new client users, and encourage adoption and engagement throughout the entire customer lifecycle
- You’ll get your hands dirty, diving into your customers' data and business rules and emerging with actionable recommendations on GoSpotCheck best practices, configuration, and data integrity. And most importantly, you’ll build authentic and trusting relationships with key stakeholders in your portfolio, reinforcing the value of our partnership today and in the years to come
- We’ll empower our customers to own and expand their use of GoSpotCheck
- We’ll provide thoughtful GoSpotCheck solutions and recommendations to help resolve new and existing customer pain points
- We’ll provide customer training on the GoSpotCheck platform and consultation to help the customer maximize their use of the solution and minimize platform pain points/short comings
- We’ll provide managed services to the customers either directly or via the CS Operations team to augment the customer’s role in the administration and management of their platform solution
- We’ll consistently communicate our value and demonstrate GoSpotCheck's ROI for our customers throughout their lifecycle
- We’ll have more than enough thrown at you from customers, but your ability to prioritize and deliver the highest-value items is what will distinguish your performance
- Through Executive Business Reviews, Strategic Planning sessions, and day to day communication, we’ll reinforce the value our customers receive from GoSpotCheck
- We’ll retain and grow our portfolio organically; thanks to the solid foundation you’ve established for your accounts
Our take
FORM is a global leader in mobile data collection and in 2020 it merged with GoSpotCheck, which helps employees harvest real-time retail intelligence through web and mobile apps. In doing so, the companies have combined to further enable low-code/no-code mobile data collection and digital process automation for mid-sized and large global enterprises.
GoSpotCheck was one of a number of acquisitions for FORM, including Rodio Mobile and ShelfWise in 2021. This has helped FORM continue to see tremendous success in sectors that include Consumer Goods, Retail, Healthcare, Hospitality and Real Estate. It's also enabled them to rapidly innovate to be the world’s first Digital Assistant for the frontline.
Bridging the gap between frontline workers and back-office operations, FORM has gained widespread adoption and is currently empowering billions of mobile workers worldwide. Its success can be attributed to its ability to meet the need of Fortune 500 companies, making it a trusted solution for large-scale enterprises.
Steph
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Dec 2019
$25.3m
LATE VC
Nov 2017
$21.5m
SERIES B
Total funding: $71.4m
Company benefits
- Full Medical Coverage
- Generous Flex Time
- Parental Leave
- 401(k) Plans
- Remote Work Eligible
Company HQ
Quincy, MA
Leadership
Ali Moosani
(CEO)Held various sales positions as well as serving on the boards of a number of companies, including Esko and 6Connex.
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