SMB Customer Success Manager

At Garten, we are pioneering a modern approach to health and wellbeing in the workplace, because we know that a team that is filled with inspiration and equipped to face the day can change the world. 

Working with businesses that are or want to answer the call of change, we see high-quality food and a holistic approach to wellness as critical ingredients in creating a team of happy, thriving employees.

Born from a desire to democratize wellness, we set the standard for healthier living in today’s workplace. Through curated nutrition to proprietary data analysis, we transform the way our client partners support their most important asset, their employees. 

Reporting to the Head of Client Experience, West the SMB Customer Success Manager will play an essential role in delivering efficacy and an ease of business to our nationwide Small and Medium client accounts.The role also serves as a client and company liaison for all Garten Market accounts as directed in the markets this sub-product is available.

Focused solely on helping establish small and medium account management as a separate and distinct line of business, this position requires high energy, passion, a bias for execution, innate ownership of client opportunities, and high level skills in time and territory management in order to retain and grow SMB and Garten Market account.

Job Duties / Responsibilities

• Work closely with Solutions Desk and Ops Team as they own the client site: deliveries, orders, Garten Market kiosks- set up and removal, equipment tickets, COI requests, and product swaps.
• Take ownership of the client experience: contracts, renewals, ongoing client comms, price negotiations, up-selling and cross-selling with all garten sub-brands, moves and expansions, and subsidies for Garten Market.
• Maintain, foster, and develop remote client relationships with SMB and Garten Market client accounts in all markets across the country.
• Develop partner-relationships with clients to support their efforts to engage their employees' wellness journey, and thus reap the benefits in all measurable areas.
• Develop, maintain, and support operational teams directly servicing National SMB clients in all markets.
• Conduct regularly scheduled calls with all client representatives in each market to monitor overall client health, and evaluate risk. Develop processes to address client opportunities in all markets.
• Conduct regularly scheduled meetings with all Operations Managers supporting SMB client accounts; to identify opportunities, and reward stellar performance.
• Communicate with all departments within Oh My Green to anticipate and support client accounts current and future [growth] needs; developing systems and processes to support those needs and grow the relationship.
• Stay on top of industry trends, as well as overall market influences impacting health and wellness.

Qualifications

• 2+ years of experience in Account Management, Office Administration, Retail, Customer Service experience, Hospitality, or food experience
• Proven high-volume remote Account Management experience with a focus on transactional accounts
• A history of successful deal wins through meaningful influencing of customers and team members
• Must be able to use and learn new technology (tech savvy) including multiple proprietary aps
• A personal focus on Wellness and Nutrition
• Preferred BA (in progress or completed) in Humanities, Social Science, or Business
• ServSafe (Food Handling) certified

Skills

• Detail ­oriented, reliable, on-­time, and organized
• A quick learner; proactive, and someone who responds quickly
• An inherent business approach based on prioritization, delegation, and asking for help
• An existing naturalness, ease, and credibility in communicating directly with gatekeepers & entry level customers
• The proven ability to work successfully remotely and “on the road”
• Strong communication and interpersonal skills
• Professional finesse in independently managing time sensitive challenges and opportunities
• Demonstrated skill in developing, managing, and measuring reactive/transactional business relationships and experience in converting them to protected business and growing revenue through your proactive approach 
• The ability to grow profitable revenue through gaining internal and external alignment
• A business approach this is equally driven by client care, creativity, and accountability
• Leadership qualities that include proactive problem solving, time-bound ideation, and custom reporting

Working Conditions

• The ability to work successfully in a home office environment (80% of time)
• Must be full-time and flexible in schedule working late, early and occasional weekends
• Up to 35% national travel
• Must be able to lift 25+ lbs and lift at arms length above their head & stand for long periods