Customer Success Manager

Mood a private equitybacked company is the worlds leading instore media solutions company dedicated to elevating the Customer Experience. The Company creates greater emotional connections between brands and consumers through the right combination of sight sound scent social and systems solutions. Mood reaches more than 150 million consumers each day through more than 500000 subscriber locations in 100 countries around the globe. Moods clients include businesses of all sizes and market sectors from the worlds most recognized retailers and hotels to quickservice restaurants local banks and thousands of small businesses. For more information visit:

Customer Success Manager

The Customer Success Manager is a clientfacing position within our Sales Enablement team under the Operations department and closely aligned with our Account Management team. The Customer Success Manager is responsible for partnering with assigned Account Managers to support the overall account relationship with a focus on client satisfaction. The Customer Success Manager will act as a liaison to resolve billing or operational issues with the client as well as provide excellent customer service to their assigned account base. Responsibilities include but are not limited to gathering systems data and providing in a report format assisting in order submission locating client agreements and other documents updating various systems as needed and fielding general questions.

Responsibilities:

• Support pursuit of growth targets and retention goals.
• Participate in regularly scheduled meetings with assigned Account Managers and clients as needed and required by assigned portfolio.
• Prepare and provide or present data specific to areas of responsibility for assigned accounts during scheduled client calls or as needed. The responsibility for this will vary and will be dependent on if you are participating in the client call or simply presenting the data to the AM to present.
• Manage and resolve conflicts as they arise with clients and escalate service related issues to direct Manager as needed for visibility.
• Track client service issues to ensure completion.
• Management of client brand standards either in the CDR (Oracle EBS Client Data Repository) or Brand Guidelines (Salesforce).
• Client research and adhoc reporting. Track status of product demos and pilots. Complete administrative functions that improve overall customer satisfaction CSAT reporting Store Closures Connectivity reporting AR research Credit processing and special projects.
• Ensure client satisfaction with Mood and our products/services by determining client satisfaction and modifying account support as needed to reflect business objectives. Act as a liaison between assigned client base and Mood service departments. Interface with Creative Services Engineered Systems Customer Service Operations and Finance to ensure customer satisfaction.
• Obtain approvals from internal department or affiliates on behalf of the Account Managers for (Deposit waivers cross territorial approvals billing credits rush installations). Maintain account integrity and ensure account accuracy in multiple databases and systems.
• Help initiate and route requests when necessary from Account Management to appropriate internal teams (Store closures quote and design requests billing changes recontracts etc).

Required Qualifications:

• College degree preferred and 12 years of Project Management work experience or equivalent combination of education and experience required
• Prior experience with inside sales and sales processes preferred
• Strong working knowledge of client problem solving and coordination of account management
• Ability to prioritize projects and manage multiple task assignments concurrently
• Experience working with difficult customers and strong conflict resolution skills
• Strong communication skills required both written and verbal which include the ability to communicate with tact and professionalism
• Proficient in MS Office (Excel and Word); working knowledge and usage of Oracle and Oracle Sales Cloud or Salesforce is a plus
• Excellent customer service and relationship building skills
• Ability to manage time and stay on task to meet deadlines
• Rapidly responds to inbound (internal and external) communication
• Demonstrate follow through skills on internal and external requests
• Ability to work independently using resources with little direction in a fastpaced environment
• Must have strong interpersonal organizational and administrative skills and be able to effectively communicate with others

Check us out at
Mood Media is an Equal Opportunity Employer M/F/Disability/Veteran