• Facilitate new logo sales in our Point of Sale, Order Management, and Omnichannel division within the US, Canada, and EU, ensuring high client satisfaction while exceeding annual quota targets by 120%• Strategically managed contract renewals for existing clients in the US, Canada, and EU consistently increasing monthly SaaS revenue through effective negotiation and upselling.• Collaborate with the integrations team to assess Level of Effort (LOE) and develop comprehensive Statements… Show more • Facilitate new logo sales in our Point of Sale, Order Management, and Omnichannel division within the US, Canada, and EU, ensuring high client satisfaction while exceeding annual quota targets by 120%• Strategically managed contract renewals for existing clients in the US, Canada, and EU consistently increasing monthly SaaS revenue through effective negotiation and upselling.• Collaborate with the integrations team to assess Level of Effort (LOE) and develop comprehensive Statements of Work (SOWs), ensuring successful alignment with client needs and facilitating smooth execution of projects.• Proactively promote our product offering, an industry-leading Omnichannel Solution, across diverse markets, effectively communicating its key features including Point-of-Sale (POS), Order Management (OMS), Inventory Control, CRM, and Analytics to drive brand awareness and market penetration.• Created and implemented a proactive approach to managing Google Cloud Platform infrastructure cost changes, ensuring a seamless process bi-annualy with clients Globally, resulting in improved cost efficiency and client relationships.• Lead collaborator of vendor API integrations between our GMS partners (Stripe, Adyen, TSYS)• Drive growth by effectively managing and expanding licensing agreements with existing clients, successfully promoting add-ons and additional product offerings, resulting in increased monthly SaaS revenue• Actively engage in prospecting existing clients for new potential clients, showcasing a proactive and results-driven approach to business development within the established client base.• Active networking and prospecting at national and regional trade shows such as National Retail Federation and Shoptalk Show less

-Act as an internal partner to Customer Success Leads across all customer phases. Support operational needs and actively contribute to project deliverables to ensure an excellent customer experience.-Be an expert for all things Customer Success, Support & engagement systems and tools (tech stack). Create and evolve a roadmap for our customer tech stack (tools and systems) that allows for Origin to continuously scale CS operations.- A key partner for building and maintaining customer… Show more -Act as an internal partner to Customer Success Leads across all customer phases. Support operational needs and actively contribute to project deliverables to ensure an excellent customer experience.-Be an expert for all things Customer Success, Support & engagement systems and tools (tech stack). Create and evolve a roadmap for our customer tech stack (tools and systems) that allows for Origin to continuously scale CS operations.- A key partner for building and maintaining customer relationships for customers across Mid-Market and Enterprise levels.-Collaboratively define and deliver on standard CS processes (SOPs), playbooks, and assets to improve the quality and efficiency of the Customer Success Department.-Own internal training and change management for processes improvements, roadmap implementation and customer experience innovations.-Serve as the key contact and liaison with software providers regarding systems maintenance, updates, and projects.-Develop and deliver insightful reports on goals and success metrics for the Customer Success team and customer initiatives aligned with the customer experience, organizational goals and strategic initiatives. Show less

• Build and maintain strong, lasting customer relationship via phone, video and email and provide a consistent customer experience to all assigned locations• Identify and connect with key customer stakeholders in various positions within each assigned location. • Ability to identify and resolve problems in a timely manner; gather and analyze information skillfully including providing prompt follow up to customers and ensure their satisfaction• Mitigate customer issues in assigned… Show more • Build and maintain strong, lasting customer relationship via phone, video and email and provide a consistent customer experience to all assigned locations• Identify and connect with key customer stakeholders in various positions within each assigned location. • Ability to identify and resolve problems in a timely manner; gather and analyze information skillfully including providing prompt follow up to customers and ensure their satisfaction• Mitigate customer issues in assigned parameters with a high level of customer satisfaction and communicate with escalation points when needed• Prioritize and manage several open issues at a time while collaborating with cross departmental resources• Consider the financial impact, operational impact and the customer experience impact of decisions and actions both on internal and external customers• Maintain an understanding of company products and technology platforms to better support customers and resources in the field• Develop and identify an understanding of customer use and product value at each location and across book of accounts• Drive and complete assigned proactive calling and outreach campaigns designed to reinforce the customer experience and perceived value of our products and services• Identify and execute on upsell opportunities and leverage outside sales team as needed to increase product penetration at locations• Provide system training to customers and onboard customers remotely• Maintain system data integrity across multiple customer platforms• Understand and navigate customer hierarchy and decision process• Diagnose, research, identify and troubleshoot some basic technical for customer generated requests• Provide prompt follow up to customers and ensure their satisfaction Show less

-Evaluate and review MOM (month over month) and quarterly sales in the D2R (Direct to Retailer) sector of Sales-Implement and Facilitate quarterly sales promotions to our Independent and B2B sector. In doing so, also gauge upsell opportunities. -Review Customer Success Manager calls to provide coaching, guidance and suggestions to improve performance.-Implement process changes to improve efficiency and productivity. Including but not limited to working with external stakeholders to… Show more -Evaluate and review MOM (month over month) and quarterly sales in the D2R (Direct to Retailer) sector of Sales-Implement and Facilitate quarterly sales promotions to our Independent and B2B sector. In doing so, also gauge upsell opportunities. -Review Customer Success Manager calls to provide coaching, guidance and suggestions to improve performance.-Implement process changes to improve efficiency and productivity. Including but not limited to working with external stakeholders to establish API connections for our internal CRM systems.-Monitor JUUL KPIs and Health Checks for all Customer Success Managed accounts, compare to previous month, quarter, year etc.-Identify areas of opportunity based on trends, promotions, product offerings, and client maturity.-Align efforts with JUULs Regional Sales Teams.-Lead semiweekly internal status calls-Facilitate 1:1’s with my direct reports to support career development and individual performance improvements.-Provide regular information updates to the Director of Customer Success as well as cross-departmental stakeholders.-Product and Inventory management to ensure there are enough products on-hand and available to readily be shipped. If a product is not available, collaborating with distribution in order to set expectations for our clients as to when items would return to stock.-Interviewing and Hiring new candidates whose goals and values align with JUUL to facilitate positive growth and expansion. Show less

• Spearheading a book of business between 20-30 mid-sized to large clients (approximately 50-700 lives per client) whilst shouldering full ownership for client success and service delivery.• Comprehensive approach of strategic client implementation to C-Suite level executives and any managing partners.• Competency to forecast business growth ranging from monthly to annual basis.• Provide ongoing strategic account management support ranging from initial new business sales, marketing… Show more • Spearheading a book of business between 20-30 mid-sized to large clients (approximately 50-700 lives per client) whilst shouldering full ownership for client success and service delivery.• Comprehensive approach of strategic client implementation to C-Suite level executives and any managing partners.• Competency to forecast business growth ranging from monthly to annual basis.• Provide ongoing strategic account management support ranging from initial new business sales, marketing strategies, decipher target markets/ demographics, providing comprehensive RFPs, suggest successful business practices and benefit offerings to keep clients competitive in the marketplace.• Serve as the day to day main point of contact for all client inquiries to facilitate account retention and growth as well as increased customer satisfaction.• Liaison for clients within the Employer Third Party Administrator (TPA) sector to establish organizational hierarchy for billing, and EDI file feed connections.• Remain privy to the latest knowledge as to provide C-Suite executives with pertinent info to make knowledgeable business decisions.• Collaborate with individuals in a cross-departmental capacity in order to accelerate client success.• Oversee a team of Account Coordinators which assist in the furtherance of implementation for new business.• Serve as the proprietor for new business onboarding calls. This presents the opportunity to build affinity with new groups, establish expectations, and guidelines. Show less

• Demonstrate excellent problem-solving, communication and, interpersonal skills along with patience, a customer-friendly attitude, and the ability to work in a team environment.• Improve system performance by identifying issues and recommending changes as they are revealed.• Deliver solutions by identifying problems, researching answers, and guiding users through corrective steps.• Utilize my outstanding customer service expertise to troubleshoot and resolve issues in a timely… Show more • Demonstrate excellent problem-solving, communication and, interpersonal skills along with patience, a customer-friendly attitude, and the ability to work in a team environment.• Improve system performance by identifying issues and recommending changes as they are revealed.• Deliver solutions by identifying problems, researching answers, and guiding users through corrective steps.• Utilize my outstanding customer service expertise to troubleshoot and resolve issues in a timely manner.• Reviewing Association Financial Reconciliations to error check for any discrepancies between their ledger and our Oracle Finance system. Also reissue any revenue checks if applicable. Show less

• Adhere to scheduled shift and is willing to stay beyond when business or circumstances dictate• Support identification and development of future leaders among new Crewmembers• Evaluate Crewmember performance honestly and completely• Facilitate training classes, seminars, and working sessions• Evaluate and developing targeted Crew and Managers• Execute action plans• Serve as subject matter expert [SME] for Training or other cross-departmental project teams•… Show more • Adhere to scheduled shift and is willing to stay beyond when business or circumstances dictate• Support identification and development of future leaders among new Crewmembers• Evaluate Crewmember performance honestly and completely• Facilitate training classes, seminars, and working sessions• Evaluate and developing targeted Crew and Managers• Execute action plans• Serve as subject matter expert [SME] for Training or other cross-departmental project teams• Complete expense reports and other administrative duties as needed and in accordance with deadlines• Respond to e-mail, phone calls, and voice mails in accordance with How We Do Business policies Show less

• Review background checks status and escalates when appropriate.• Ensure timely and accurate completion of I-9s via eVerify.• Serve as quality control for all terminations, promotions, job changes and transfers.• Lead initial response to all unemployment claims.• Serve as initial POC on all HR related issues and identifies appropriate resource or SME.• Provide irresistible customer service for all Teammates that drives engagement and improves retention.• Support HR… Show more • Review background checks status and escalates when appropriate.• Ensure timely and accurate completion of I-9s via eVerify.• Serve as quality control for all terminations, promotions, job changes and transfers.• Lead initial response to all unemployment claims.• Serve as initial POC on all HR related issues and identifies appropriate resource or SME.• Provide irresistible customer service for all Teammates that drives engagement and improves retention.• Support HR special projects and perform other duties as assigned. Show less

• Review background checks status and escalates when appropriate.• Ensure timely and accurate completion of I-9s via eVerify.• Serve as quality control for all terminations, promotions, job changes and transfers.• Lead initial response to all unemployment claims.• Serve as initial POC on all HR related issues and identifies appropriate resource or SME.• Provide irresistible customer service for all Teammates that drives engagement and improves retention.• Support HR… Show more • Review background checks status and escalates when appropriate.• Ensure timely and accurate completion of I-9s via eVerify.• Serve as quality control for all terminations, promotions, job changes and transfers.• Lead initial response to all unemployment claims.• Serve as initial POC on all HR related issues and identifies appropriate resource or SME.• Provide irresistible customer service for all Teammates that drives engagement and improves retention.• Support HR special projects and perform other duties as assigned. Show less