Customer Success Manager

About Oriient:

At Oriient, we are building the world’s most advanced and scalable Indoor GPS technology. We are a VC-backed company with paying customers and very rapid growth. Oriient empowers customers—including retailers, smart buildings, malls, campuses, and other verticals—with innovative indoor location experiences. Our scalable plug & play solution eliminates the need for hardware, making implementation seamless and cost-effective.

Job Summary:

We are looking for an experienced Customer Success Manager to help us provide exceptional service, build strong relationships and increase retention with our clients.

You’ll be working with global retailers, delivery services, and smart buildings that already rely on Oriient in over 1,500 sites, to deliver revenue through indoor navigation & proximity marketing, and reduce the cost of fulfillment and operations.

Key Responsibilities:

• Act as the primary point of contact for Oriient's clients, including the world’s biggest retailers, and act as their trusted advisor for any issue throughout their customer journey
• Lead pre-sales activities, support the sales team, and setup & perform product demos
• Help our customers to define and meet their business objectives and KPIs, for indoor navigation, location-based messages and traffic analytics.
• Conduct onboarding and training sessions for new clients, manage implementation projects from PoC to rollout, and continue guiding the adoption of Oriient’s technology, to ensure a successful usage and value creation from our different services.
• Provide on-going support, assist in back-office operations, and work collaboratively with our teams to continuously deliver additional locations and maintain timely resolutions to client issues & inquiries.
• Monitor and analyze client usage data to track account health and identify opportunities for improvement and upselling.
• Share and advise the team on needs and opportunities, update the CRM, and prioritize & escalate as needed.
• Be the voice of the customer and work with Product and R&D to improve our services, as well as proactively communicate product updates and feature releases to clients

Requirements:

• Bachelor's degree
• 2-4 years of prior customer success experience in a B2B company, for Enterprise customers, preferably in a SaaS environment.
• Experience in pre-sales, support and account management, working with key stakeholders in enterprise customers - a must! Experience in retail is an advantage.
• Excellent communication, training and coaching, interpersonal, and problem-solving skills
• Strong project management skills and ability to handle multiple clients and projects simultaneously
• Native/High Proficiency English speaker (a must, additional languages are an advantage)
• Tech savvy with good troubleshooting skills
• Flexibility in work hours
• Availability to travel as needed
• Familiarity with a startup mentality and a desire to join a small team and grow with it

What We Offer:

• Competitive salary and benefits package.
• Opportunity to work with a talented and passionate team in a fast-paced, innovative environment.
• Career growth and development opportunities.
• Flexible working hours and remote work options.

Oriient is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.