Invafreshᵀᴹ Looking for Customer Success Director (Grocery industry experience) at Ontario, Canada Full Time

WHO WE ARE:

Based in Mississauga, Canada, Invafresh is a leading technology company specializing in freshology software solutions for supermarket chains around the world. In business since 1988, Invafresh continues to invest in its people and technology. Today, Invafresh is an organization of experienced and retail-hardened freshologists equipped with industry specific solutions that supermarket chains can leverage to succeed in the field of fresh operations.

Our Fresh food retail operations solutions are deployed collectively in over 20,000 supermarket stores worldwide, actively supporting the in-store execution of fresh operations. We enable our customers to achieve and maintain a leadership position in their fresh food offering by providing data integrity and decision support tools needed to enhance sales, reduce shrink and inventories, and improve overall margins. We help our customers achieve success in the highly competitive grocery market.

Our mission is clear. Build long lasting partnerships with grocery retailers and enable them to achieve Operational Excellence in Fresh. To us, this represents putting all our energy into helping our customers maximize financial performance so they can achieve top quartile operating metrics. The ultimate goal is to deliver a fresh offering that exceeds the expectations of the consumer.

THE ROLE:

This is a permanent, full time position reporting directly into our Chief Customer Officer. The Customer Success Director (CSD) supports the successful delivery of projects and services at the senior management level of Invafresh’s customers. The CSD partners with our Business Development and Professional Services teams to deliver the ROI our customers are looking for, while also seeking ways to increase Invafresh revenue opportunities.

WHAT YOU’LL BE DOING:

From implementation, to adoption, through annual renewals and customer expansion, the CSD will be responsible for managing the customer relationship through all phases of the Customer Journey. Your goal will be to continuously measure, nurture and grow the relationship with the customer. As a CSD, your goal will be to ensure that the customer’s relationship with our software and services remains healthy and relevant throughout all levels of an organization; from C level executives to front end users. The CSD will focus on driving software value, ensuring annual renewals of our SAAS service agreements and also driving the cross-selling and up-selling of other solutions. This senior role requires strong people management skills, a proactive approach to customer needs, a strong working knowledge of delivery practices and an ability to communicate with customers at the Executive Level. Experience in retail (bonus if grocery) is required.

• Develop and nurture multi-level relationships with key stakeholders at the customer including senior level Executives. This will include building relationships with both key business and IT stakeholders.
• Identify and develop new Customer Success (services and software) opportunities at existing customers. This will include owning these opportunities or working closely with the sales team.
• Support pre-sales projects, SOWs and customer onboarding activities as directed
• Collaborate with Customer Success technical and project management resources on all customer engagements to ensure a high level of customer satisfaction with our software delivery. Act as a customer advocate to document and share new product ideas with our product team
• Work with customers to ensure a high level of software adoption and a SaaS renewal rate of 98%.
• Expectation of up to 10%-20% travel to customer sites in Canada

ABOUT YOU:

• You have excellent communication and listening skills.
• You have excellent business comprehension skills.
• You are organized, a trouble-shooter, you can lead problem solving & resolutions and have excellent analytical skills.
• You have excellent oral and written presentation skills.
• You are a strong team player and individual contributor with the ability to build relationships across the organization.
• You are process oriented in change and problem management disciplines.
• You are very Customer, service and results oriented.
• You have a desire to lead, be accountable and take initiative.

EXPERIENCE & QUALIFICATIONS:

• You have a college or university degree
• You have ten (10) or more years of experience in Customer Success at a leadership level at a systems integration or SaaS/software organization with large Enterprise Class customers.
• You are highly focused, self-managing, technically savvy individual who has experience with project management and experience in delivering SaaS software solutions.
• Experience working in retail or retail technology – grocery retail experience preferred but not required.
• Proven and relevant customer success leadership experience, in a high-growth, high performing and fast-paced SaaS environment
• Experience partnering with Product and Product Marketing to influence customer lifetime value through higher product adoption, customer satisfaction and overall health scores
• Senior Management presence with a high degree of professional maturity and demonstrated ability leading a customer facing team — strong people management, coaching and development experience
• Superior organizational skills, strong customer services skills and the ability to provide high levels of insight to customers on the value of our software.
• Previous experience selling into or driving strategy with executive stakeholders
• High level of business acumen and understanding of change management, emotional intelligence, and education and/or corporate markets

WHY INVAFRESH?

• Competitive compensation, flex hours and a comprehensive benefits package
• We take great pride in our first-class team and culture. Open-door approach at all levels.
• Entrepreneurial and rapid growth company with essentially zero employee turnover
• The premium and most progressive product on the market. Focus on continuous innovation.
• Work hard/Play hard mentality; we thrive on change and continuously strive for excellence.
• Real-time coaching and feedback, growth opportunities, and a supportive and collaborative team