Customer Success Analyst at Retail Solutions
Providence, RI, US

The Customer Success Analyst is part of the Retail Solutions’ Global Customer Success Team. The primary responsibilities include managing some of the world’s largest consumer goods manufacturing companies, providing value-based services to our customers, assisting in our Software-as-a-Service (SaaS) applications, contributing to internal cross-functional projects, and performing all other customer success analyst related functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Success

  • Uphold RSi's service levels and core values through all internal and external interactions.
  • Assist with service delivery where there are product gaps may exist.
  • Develop customer relationships to promote RSi adoption and user success.
  • Deliver customer trainings on RSi products.
  • Guarantee quality omnichannel support for internal and external customers.
  • Ensure success of end users through training and support across RSi products, applications and key use cases.
  • Provide low or tech-touch account management to small/mid-size customers without a dedicated resource.

Operational Efficiency

  • Promote and develop self-service knowledge management.
  • Track and document successes regularly.

RSi Collaboration

  • Participate in RSi's product enhancement process - including testing, documentation and communication.
  • Drive and contribute to cross functional projects tracked through agile sprint format.
  • Working adoption of all RSi internal tools - ex. MS Teams, Jira, Salesforce, etc.

Upskilling CSC

  • Utilize small groups to build expertise while driving key RSi initiatives.
  • Continually build expertise on RSi offerings.
  • Assist in new employee training program and development.
  • Align with global team members to ensure consistent experiences and visibility.
  • Peer audit quality of team interactions with customers.
  • Build out a network of relationships with retail customers and technology industry contacts.

QUALIFICATIONS

  • Bachelor’s Degree (preferably in Business). 
  • Experience with customers or in the CPG industry.
  • Strong verbal, technical and written skills. 
  • Advanced knowledge of Microsoft suite of applications, including PowerPoint, Word and Excel.
  • Maintain strong organizational skills. 
  • Retailer or FMCG experience.
  • SalesForce experience are preferred.
  • Tableau and PowerBI experience preferred.
  • Multiple spoken languages are a plus.

EQUAL OPPORTUNITY EMPLOYER

It is the policy of Retail Solutions Inc. to provide equal employment opportunities to all employees and applicants for employment. All employment practices such as recruitment, selection, promotions, and other terms and conditions of employment are administered in a manner designed to ensure that employees and applicants for employment or services are not subjected to discrimination on the basis of age, race, color, sex, sexual orientation, national origin, ancestry, medical condition, disability, marital status, religious or political preferences or union affiliation. 

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing duties of job, employee will need to:

  • Sit for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
  • Frequently communicate both written and verbal with vendor and internal customer(s) to exchange accurate information regarding business needs.

 

ABOUT RETAIL SOLUTIONS, INC.:

Retail Solutions, Inc. ("RSi") develops and delivers a comprehensive suite of award-winning software-as-a-service (SaaS) solutions that turn Retailer "downstream data", such as point-of-sale (POS), supply chain, merchandiser feedback and category data, into actionable visibility into the store and onto the shelf for their suppliers.

RSi, the largest and fastest-growing company in the Retail Execution Management field, has more experience with processing customer-specific retailer data than any other company. Retailers and consumer product goods (CPG) companies trust Retail Solutions to grow sales, reduce out-of-stocks, improve promotion execution and effectiveness, maximize retail operation productivity and foster collaborative relationships in the retail industry to improve product availability for the end-consumer.

RSi serves more than 500 CPG Companies, including 23 of the top 25 global consumer goods companies, and processes data from more than 175 leading retailers in the Americas and Europe.
Retail Solutions, Inc. is headquartered in San Jose, CA and has offices in Providence, RI, Bentonville, AR, Minneapolis, MN, Chicago, IL, Brentford, UK, Munich, Germany, Pune, India, and Shanghai, China. RSi is an equal opportunity employer.