Enterprise Customer Success Manager - Trax

The role

Enterprise Customer Succes Manager

Trax’s mission is to enable brands and retailers to harness the power of digital technologies to produce the best shopping experiences imaginable. Trax’s retail platform allows customers to understand what is happening on shelf, in every store, all the time so they can focus on what they do best – delighting shoppers. Many of the world’s top CPG companies and retailers use Trax’s dynamic merchandising, in-store execution, shopper engagement, market measurement, analytics, and shelf monitoring solutions at scale to drive positive shopper experiences and unlock revenue opportunities at all points of sale. As pioneers in computer vision, Trax continues to lead the industry in innovation and excellence through development of advanced technologies and autonomous data collection methods. Trax is a global company with hubs in the United States, Singapore and Israel, serving customers in more than 90 countries worldwide. To learn more, visit www.traxretail.com. 

Location

Ideally in Winston-Salem, NC but will consider remote, with fairly regular travel to customer sites.

Mission

Ensure that selected key customers are able to realize the promised value from their investment in Trax solutions. The Enterprise CSM will prioritize client success by ensuring that every program is managed with operational excellence, driving real value from each solution and decisions are prioritized against Customer value. The role will foster seamless communication, ensuring that project deliverables are aligned with client goals, particularly within the tobacco industry, while continually enhancing the client experience.

Objectives

This role will serve as a key point of contact for customers who have purchased Trax solutions. The CSM will be the ‘expert’ on our customers’ businesses and how they plan to get value from our solutions. They will work with Trax’s project delivery teams and service lines to ensure that clients are able to achieve their expected value.

Key Responsibilities

• Define & Deliver Client Value: Work with key, strategic clients to understand their needs and ensure Trax solutions meet those goals.
• Manage the Customer Lifecycle: Oversee client experience from onboarding to retention, ensuring value, satisfaction, and product adoption.
• Operational Oversight: Manage multiple solution paths, ensuring smooth execution, proper governance.
• Governance & Quality: Set and maintain governance standards, ensuring projects stay on time and meet quality expectations, while addressing any operational gaps.
• Client Advocacy: Turn happy clients into advocates by consistently delivering value and meeting expectations.
• Resolve Issues Quickly: Address client concerns promptly, working with internal teams to deliver fast, effective solutions that meet both Trax and industry standards.
• Handle Escalations: Lead the resolution of critical issues, ensuring timely responses, given need to deliver to commitments and value.
• Strategic Planning: Own the account’s long-term strategy and ensure internal teams align their efforts with both short- and long-term goals.
• Monitor Account Health: Track client health, identify risks early, and take advantage of growth opportunities.
• Identify growth opportunities: Leveraging knowledge of Customer’s business processes, needs and strategy, enable strong solution alignment and expansion opportunities.
• Support contract renewal(s): Ensure Client remains a happy Trax customer.

Skills and Qualifications

This role is critical in driving operational excellence across Trax’s multiple solutions, ensuring that client value propositions are clearly defined, communicated, and delivered against. Strong program governance, internal communication, and client value execution are paramount to success in this position.

• Program Governance: Strong background in program governance, including the ability to uphold delivery standards, timelines, and quality benchmarks across workstreams.
• Internal Communication & Collaboration: Proven ability to lead and align diverse internal teams through clear communication and effective collaboration, ensuring project and client goals are met.
• Strategic Thinking: Ability to define and execute against a tobacco client’s long-term value needs while managing short-term project fundamentals
• Industry Expertise: Extensive knowledge of the tobacco industry’s regulations, trade promotion strategies, advertising restrictions, and sales execution processes, is a plus.

Preferred Experience

• Experience in customer success, program management, or operational leadership, particularly within enterprise environments.
• Tobacco Industry Experience: Previous experience working within the tobacco industry, including but not limited to: sales execution, trade promotion strategies, and familiarity with regulatory frameworks and advertising restrictions. Deep understanding of the industry's specific challenges and nuances is a plusl.
• Background in a senior-level, client-facing role with a proven ability to balance client objectives and internal resource constraints.
• Familiarity with SaaS or similar technology solutions is highly beneficial, especially when applied within the context of the tobacco industry.

Trax is committed to a diverse, inclusive, and equitable workplace where all team members, whatever their gender, race, ethnicity, national origin, age, sexual orientation or identity, education, or disability, feels valued and respected. We are committed to a nondiscriminatory approach and maintaining an inclusive environment with equitable treatment for all.

Requirements: