Customer Success Associate

As our first Customer Success hire, you will have the opportunity to trailblaze the customer success path Panoptyc takes. You'll be responsible for customer success, managing key accounts, retention, and upsells. We're seeking a smart, self-driven candidate with a strong background in customer success and/or account management, ready to use their skills to make a significant impact on our customers' experience and their success using our products. You are located in or near Charlotte NC, or are willing to relocate to the area.

About The Company

Panoptyc (https://panoptyc.com/) uses AI and manual review to detect theft at 5,000 markets in the US. They serve well known global brands like Walmart and Amazon, and are on track to serve 20,000 locations in the next 18 months.

Panoptyc has grown rapidly for the last 2 years, and is looking to expand their engineering team with global talent.

The Opportunity

You’ll jump-start your career with us by taking ownership of these key responsibilities:

• New customer success role to be the point person for a Key Account plus other customers

• Will spend ~50% time on Key Account initially, ramping up over 6+ months

• Develop relationships within the Key Account organization

• Act as the go-to person for our customers, ensuring their needs are met promptly and efficiently

• Conduct quarterly business reviews to address concerns, assess additional training needs, and gather feedback on software improvements

• Identify expansion opportunities, and improve customer satisfaction

• Collaborate closely with Customer Support and Implementation Teams to resolve customer concerns

• Follow up diligently to guarantee all questions and requests are addressed

• Effectively communicate enhancement requests to the product and development teams

Who Is Our Ideal Candidate?

• Need to have: 3-6 years of Customer Success experience

• Need to have: 2+years of Enterprise Customer Success experience

• Need to have: Very smart, self-starter, independent, reliable, and an excellent problem solver

• Nice to have: 1-3 years of Account Management experience

• Nice to have but not requirements: Key Accounts management experience

Compensation and Perks

Compensation: $70 k-$100 k USD

Thank you & we’ll see you on the inside! 😊