Member Success Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a reliable point of contact for assigned and incoming member inquiries.

• Oversee member cases from the initial outreach to resolution utilizing the CRM platform.

• Interact with members via email, phone, and scheduled meetings.

• Recognize member issues, establish suitable solutions, and coordinate internal escalations as necessary.

• Ensure accurate CRM documentation of communications, decisions made, next steps, and account activities.

• Proactively follow up with members to ensure satisfaction.

• Assist new members during their first 60 days with SPINS IX-ONE.

• Clarify platform access, available resources, product submission requirements, and subsequent steps.

• Track onboarding progress and identify accounts that need outreach or intervention.

• Explain the requirements for Professional Capture, product details, and shipping processes.

• Facilitate membership renewals and convey renewal information effectively.

• Discuss membership pricing, services offered, and overall value.

• Address concerns regarding pricing increases, billing issues, account modifications, and renewal inquiries.

• Identify risks related to cancellations or retention and perform proactive outreach to members at risk.

• Escalate exceptions in pricing, contractual inquiries, and complicated retention matters.

• Assist with invoices, payment statuses, account standings, and membership statuses.

• Collaborate with Finance, Billing, Sales, and other internal teams to resolve discrepancies and outstanding issues.

• Help members understand the steps for past-due, suspended, inactive, or restricted accounts.

• Provide guidance on the SPINS IX-ONE platform and product workflow.

• Assist in removing barriers to submitting, updating, or publishing product content.

• Offer insights on retailer and distributor involvement in the SPINS IX-ONE ecosystem.

• Coordinate with Sales, Finance and Billing, Sales Enablement, Product, Product Capture and Studio Operations, Quality Assurance, GDSN Support, Data Operations, and Technology and Platform Support.

• Maintain ownership and clear communication throughout the resolution of issues.

⛳️ Requirements

• A minimum of 2 years of experience in Customer Success, Member Success, Account Management, Client Services, Customer Support, or a similar customer-facing position.

• Excellent written and verbal communication abilities.

• Comfortable engaging with customers directly via phone and video.

• Capability to navigate challenging, sensitive, or escalated customer discussions.

• Strong organizational and time-management skills; adept at managing multiple accounts, cases, and follow-ups simultaneously.

• Ability to investigate issues, gather relevant information, and establish a suitable path toward resolution.

• Keen attention to detail and dedication to precise documentation.

• Comfortable with learning various systems, workflows, and business processes.

• Ability to work independently in a remote setting while fostering collaboration.

• A reliable high-speed internet connection is essential.

• Availability to work Monday through Friday, 8:00 AM–5:00 PM.

• Must possess authorization to work for any US employer; SPINS cannot sponsor or take over sponsorship of an employment visa.

• Preferred: experience in Customer Success or Account Management within SaaS, data, retail, CPG, technology, or membership-based organizations.

• Preferred: experience collaborating with retailers, distributors, brands, manufacturers, or consumer packaged goods companies.

• Preferred: experience in managing renewals, retention, or customer account health.

• Preferred: experience discussing pricing, contracts, invoices, or account statuses with customers.

• Preferred: experience utilizing CRM or case-management platforms.

• Preferred: familiarity with Microsoft Office, Teams, SharePoint, Excel, and related business tools.

• Familiarity with product content, product data, UPC/GTIN information, GDSN, or product syndication is a plus but not required.

🏝️ Benefits

• Hybrid work options and flexibility to foster a work/life balance.

• Paid time off to volunteer with an organization of the employee's choice.

• Matching of charitable donations.

• Semi-annual company-wide employee survey utilized to enhance company programs, perks, and culture.