Customer Success Manager

We are seeking a highly skilled professional for a contract position with the ability to travel as needed (2-3 times per month). This role primarily involves remote work with occasional travel to Atlanta, GA, New York, NY, and San Francisco, CA. Travel to San Francisco will be less frequent, with Atlanta being the most frequent destination. Experience: Retail experience is a must, with a... preference for candidates with retail apparel experience Roles and Responsibilities: Lead customer success function, inclusive of program management support team Key point of contact for customer’s leadership team; serve as thought partner and understand organizational & program goals, pain points, and how GPS Apparel can support Oversee Program Management activities to ensure contractual commitments are delivered upon; support clear articulation of program status (scope, schedule, budget, and quality) across all levels of the organization, including C-level executives Ensure clear documentation and alignment on program risks and issues; develop mitigation strategies in partnership with cross-functional teams, and serve as a point of escalation for account Manage new commercial requests and contracting process; lead scoping initiatives based knowledge and expertise of end-to-end account Develop materials and facilitate regular business reviews with client executive teams, pulling in SMEs as needed Ensure swift resolution of account issues by using resources from cross-functional teams Support onsite client meetings and events, representing GPS Apparel with both customer executives, leadership, and uniformed employees Lead the execution of program and product launches inclusive of garments, technology, DC operations, and client needs & events Required Skills: - 15+ years of professional work experience; background in retail or other role that requires physical product manufacturing is preferred - Proven customer management experience with Enterprise accounts, Consulting, or other Client Service minded role; inclusive of executive oversight and communication - Team-minded leader with ability to lead, inspire, identify root cause, and drive results - Proven track record of managing complex, multi-year programs in a matrix organization - Ability to analyze complex programs, develop associated action plans and lead teams to achieve goals in partnership with cross-functional team - Demonstrated organizational, analytical, and problem-solving skills; deep understanding of how to link strategy to financial plans - Excellent communication and presentation skills - Self-starter who excels under ambiguity in a fast-paced, deadline-oriented environment