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Jet // e-commerce destination
Hoboken, NJ, USA    Posted: Friday, May 08, 2020
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Director, Customer Success

Join us as we ignite the change that changes everything.

About the Position

The Intelligent Retail Lab is part of Walmarts Store No 8, an innovation hub formed by the worlds largest retailer focused on identifying & investing in trends & technologies reshaping the shopping experience. As a people-led, tech-empowered business, we believe that technology has immense potential to enhance the associate & customer experience in our stores. Thats why we created the first-of-its-kind IRL inside an existing & fully-operating grocery store in Levittown, NY. This working Artificial Intelligence lab, inside a 50K sq. ft store with 30K items & more than 100 associates, will allow us to test a broad range of applications such as improving inventory & on-shelf availability, enhancing both the associate & customer experience in our stores.

The Director Customer Success role is a customer-facing account management position that is a foundational part of the Intelligent Retail Labs commercial growth plans. You will be the lead account person overseeing the customer relationship, coordinating work initiatives, product deliverables, & stakeholder engagements that further the relationships & grows revenues with the customer. Responsibilities will include developing the customer strategy, ensuring customer delight & pursuing organic revenue growth opportunities within the client. In this process you will partner with internal stakeholders such as the Product, Operations, Technology & Business Development teams to support your client management efforts. As the business matures, this role will continue to evolve.

In This Role, You Will

  • Manage & grow the relationship within your assigned customer accounts
  • Responsible for developing a strategy & plan to meet or exceed sales targets, customer delight & contract renewals
  • Lead customer-facing presentations & product demos
  • Support Business Development team from the Proof-of-Concept to contract stage for new business, at which point the Customer Success team assumes responsibility for the account relationship
  • Manage Engagement Managers within each customer team
  • Senior contact & lead point of communication with customer stakeholders.
  • Internal customer advocate, representing the voice of the customer.
  • Leads teams in development of project/program plans & timelines
  • Monitors execution progress & ensures deliverable quality
  • Manage program which encapsulates multiple workstreams in parallel
  • Leads teams in development of project/program plans & timelines
  • Identifies potential issues & devises contingencies
  • Manage successful relationship within the organization


  • Bachelors degree or higher
  • 10+ years experience in Account Management and/or Customer Success with enterprise SaaS, software, information technology or analytics.
  • 5+ years experience leading Account Management teams with multimillion-dollar engagements within Retail & CPG
  • 5+ years people management & leadership experience
  • Able to translate a customer strategy into an execution plan
  • Experience representing & supporting innovative technologies that are in the infancy of market adoption
  • Track record of managing a quota with long sales cycles, successfully navigating enterprise contract renewals, maintaining high customer delight ratings, & growing account relationships over $5 million in annual billing
  • Excellent verbal, written & presentation communication skills
  • Ability to travel up to 50% both domestic & international
  • Technology savvy with high level proficiency in PowerPoint, Excel, & Salesforce

Why you would love it here

At IRL we function like a startup & have the benefits of the largest retailer in the world, Walmart. Our benefit package includes a monthly gym stipend, a generous parental leave program, leading healthcare options, 401k matching, & more! We offer unlimited vacation & a great culture filled with quarterly outings, happy hours, work out classes, celebrations, & clubs. Most importantly, we empower our industry-leading tech team to solve far future problems & focus on building magical shopping experience for the consumers. Join us!

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