Harmonya-Senior Customer Success Manager

About The Position

Harmonya is the all-in-one AI-powered product data enrichment, categorization, and insights platform for retailers and brands. 

Legacy product data lacks descriptive and diagnostic power and limits what organizations can do. Harmonya enriches its customers’ and partners’ product data with deeper attributes and characteristics to power more impactful analytics and decision-making. 

Our proprietary technology ingests information from millions of online product listings and creates unique tags from titles, descriptions, ingredients, consumer reviews, and more. This harmonized data asset empowers your teams and technologies that use product data to unlock growth for your business through a better understanding of what matters most to consumers. 

We build robust tools to help you uncover insights about the consumer drivers of market performance, optimize assortment and merchandising, categorize products, guide product innovation, and engage target audiences more effectively.

Founded in 2021, Harmonya is a venture backed company. Investors include Team8, Susa Ventures, J Ventures, and others.

About the position:

Reporting to the VP, Partner & Customer Success, the successful candidate will be the first hire in the team, and will have the highly impactful role of retaining and growing Harmonya’s book of business which includes the largest CPG companies. You will manage engagements with mostly Fortune 500 brands and retailers. In close collaboration with cross-functional teams, you will help to shape and scope what it means to be a Harmonya customer – impacting how we onboard, demonstrate value, accelerate adoption, renew, and expand accounts.

This role is highly visible externally and internally, with significant influence on Harmonya’s ability to deliver on strategic objectives for the company. Your customer-facing and technical skills will ensure the Customer Success department is ready to scale. 

We’re looking for an energetic leader who is passionate about building relationships and ensuring the success of our customers, which is the result of their partnership with Harmonya. This role requires excellent communication skills, strong knowledge of the CPG and retail industry, and the ability to work with agility toward cross-department objectives with remote teams. We have a rapidly growing customer base nationally, and the Northwest Arkansas region is a priority geography for us. 

Responsibilities

• Build strategic relationships with the CPG and Retail companies 
• Lead post-sale and sustaining engagements with customers, and work seamlessly with them to use Harmonya’s products for maximum impact, ensuring they derive as much value as possible from our technology and capabilities
• Proactively solve any roadblocks, and identify new opportunities and needs that Harmonya can address with our customers
• Serve as a trusted partner to customers externally and your customers’ advocate internally to help us achieve our goal of developing long lasting and collaborative relationships with our customers
• Collaborate with our network of partners to provide the best possible experience to our customers as they onboard and operationalize our capabilities
• Develop and improve upon internal and external processes that drive customer satisfaction and loyalty
• Develop and execute on joint business plans to drive value, and deliver business growth
• Regular domestic travel required (10-20%), with the potential for infrequent international travel (1-2 times per year)

Requirements:

• 5+ years of experience in a Customer Success or Account Manager role – managing relationships with large and complex enterprises, preferably with a data or business intelligence SaaS platform 
• Customer/Shopper Insights, Category Management, Analytics experience in a CPG or Retailer preferred
• Experience working in a fast-growing startup and technology environment, specifically in B2B SaaS data/analytics and CPG
• Proven track record of being able to successfully onboard and support customers with new data sets, platforms, or technologies
• Demonstrated ability to build lasting relationships, deliver high customer satisfaction, and build loyalty based on mutual value creation
• Strong presentation skills, experience preparing for in person presentations often with multiple stakeholders
• Empathy to truly understand customer problems and needs and work internally and externally to address customer needs
• Curiosity, creativity, patience, and an entrepreneurial mindset are critical to success in this role.
• High accountability, integrity, and attention to detail
• Excellent verbal and written communication skills
• Familiarity with common CPG and Retail industry data sets – NielsenIQ, Circana, Luminate, 84.51, Numerator, Mintel, etc.