Gap Hiring for Customer Success Manager at New York, NY Full Time

Title: SME Consultant

Duration: 6+ Months contract

Ability to travel when necessary (2-3 times per month )

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

– Ability to travel when necessary (2-3 times per month )

– 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