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    Customer Success Senior Analyst - Doral, United States - Everseen LTD

    Everseen LTD
    Everseen LTD Doral, United States

    2 weeks ago

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    Description
    Everseen

    A global leader in Edge Computer Vision AI and hyper-automation solutions.

    The Role


    The Customer Success Senior Analyst (CSSA) will work collaboratively with Everseen's Customer Success and other functions, to ensure customers stay with Everseen and buy more services.

    The CSSA will understand and appreciate Everseen's value and how to expand it, actively promote Everseen in the market and inside the organization, and provide constructive feedback.


    This US based role will support the Customer Success Directors and Senior Directors who are Everseen's Single Point of Contact (SPOC), day-to-day go-to person for major retail customers.

    What you'll do (Main Responsibilities)

    Support the Customer Success function to develop the Customer Success Management function, driving customer outcomes, values and experiences across geographies, markets, direct and indirect channels by being part of a tiered, repeatable and structured support model.

    Support the Customer Success function leaders to build and maintain, a deep and wide trusted advisor relationship with all levels of customers' employees, especially senior leadership, including Retail Operations, Asset Protection, Store & Associate Technology.

    Support the Customer Success function to enable customer retention and growth through measured end-to-end experience management including supporting value delivery in the form of product and data analysis and proactively identifying new opportunities to expand Everseen's technology footprint.

    Support the customer's journey, supporting initial sales and on-boarding process and facilitating service delivery for system installation and projects, consulting with retail customer on value maximization and driving expansion of customer's product footprint while managing, in conjunction with delivery functions, issue and opportunity identification and resolution.

    Support customer with operations, technical, etc. questions and queries, resolving in a timely and efficient fashion.
    Support the communication strategy for the customer, ensuring clear and consistent messaging.

    Support customers' joint executive committees and standard cadence of value reporting and business updates; assessing relationship and product health, coordinating issues and escalations to ensure rapid support from customer leadership while facilitating communication of Everseen's effort to solve customer concerns and requests.

    Support Everseen's strategic choices, portfolio patterns and insights among product, market, go-to-market, engineering and research and development; a voice of the customer, the portfolio, and market.

    Support standard messaging, case studies, and report structure - internally and externally.
    Support Everseen user community development.

    Profile and Skills
    5+ years in a customer facing position, such as Retail Account Manager, Retail Operations Manager, Consultant, etc.
    Possesses the skills to identify a comprehensive understanding and delivering against client needs and requirements.
    Knowledge of AI and its use in Retail.
    Experience of executing presentations at a mid-level stakeholders (and support executive-level) and in consultative environments
    Able to detect, understand, and compile detailed information on Customer organizations, key decision makers, and influencers.
    Demonstrable analytic and forecasting abilities to track key account metrics (e.g. quarterly sales results and annual forecasts), review customer performance results and identify areas of improvement.
    Technical experience and knowledge to understand Everseen product offering, features, and functions. Demonstrates curiosity and a growth mindset.

    A flexible approach in relation to hours of work, travel to meetings and participation in conference calls with Everseen offices in United States and Europe.

    Strong written and verbal communication skills.

    About Everseen


    Everseen operates in over half of the world's top 15 retailers to mitigate and reduce shrink, streamline operations, and help deliver a better customer experience.


    From store to warehouse, and checkout to shelf, the company tackles the $112 billion global annual retail shrink, pinpointing processes that need immediate attention and instructing on the next best action to take, enabling businesses to see and solve any retail challenge.


    This allows retailers to reinvent business processes that increase revenue, reduce cost and mitigate risk while improving experiences for customers, employees and vendors alike.

    Our application Evercheck is designed for shrink reduction & improved customer experience at checkouts. It works at both self-checkouts and staffed checkouts and is live in over 140,000 checkouts globally.


    At self-checkouts, Evercheck uses a unique nudge approach enabling shoppers to self-correct mistakes that lead to shrink in certain settings and reducing the need for staff intervention and potential for conflict.


    We have over 1000 employees globally, with European HQ in Ireland, US HQ in Miami, R&D hubs in Romania, Serbia, Australia, Croatia, India and Spain.

    Our Commitment

    Everseen is committed to creating an environment where everyone can succeed.

    Our employees should feel a sense of belonging, have an opportunity to grow their careers, and feel free to be their most authentic selves.

    Everseen takes great pride in the diversity of its global workforce, and insists upon a safe, inclusive workplace where our differences are our collective strength.

    We treat each other with dignity, and respect, and require all employees, officers, and directors to seek to understand the importance and value to Everseen of diversity, and inclusion.


    Everseen is committed to creating a safe environment for all employees and has a zero tolerance policy for bias and discrimination of any kind.

    Our work environment is one without offensive, hostile, or intimidating conduct, whether verbal, written or physical, in nature.

    Everseen will not tolerate prejudice or discrimination of any kind including without limitation, where based on aspects such as, race, colour, sex, gender, religion, age, family status, disability of any kind, sexual orientation.

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