About Divert
Divert is a circular economy company on a mission to prevent food from being wasted through nationwide infrastructure and innovative technologies. Founded in 2007, the company provides an end-to-end solution that leverages data to prevent waste, facilitates edible food recovery to provide to people in need, and transforms unsold food products into renewable energy to power communities. Through this integrated approach to reducing wasted food–Prevent, Provide, Power™–Divert works with customers across the U.S. to reduce wasted food and positively impact people and the environment.
What You’ll Do
Reporting to the VP & GM of Retail, the Senior Customer Success Manager is a strategic role focused on building strong client relationships, ensuring customers achieve their goals with our solutions, driving customer retention and growth, as well as supporting the success of all retail customers by partnering closely with Supply Chain, Operations, Transportation and Quality team leaders to ensure we deliver high quality, consistent service to all our retail customers. As part of this role, you will also take the lead on tracking and sharing up and out performance metrics that inform leadership and the broader company about the health of our retail customers.
As a Senior Customer Success Manager, along with the core responsibilities of managing your customers:
- Communicate Divert’s mission & vision effectively to customers
- Advocate for customers internally within Divert
- Understand our customer’s current strategic plans and goals, and how they report on, and measure those efforts
- Identify and address opportunities and risks at each customer
- Enable customers to realize the value of our solutions through reporting and regular business reviews
- Stay current on Divert’s products, product roadmap, competitive landscape, and trends
- Drive renewals & maintain our record setting retention rate
- Upsell and cross sell existing products and services to drive revenue
You Will Also
- Support the CS team in day-to-day troubleshooting and issue resolution with cross functional team leads
- Be the first point of escalation when issues persist, coordinate corrective action plans with Data, Supply Chain, Operations, Transportation and Quality leaders
- Report the health metrics of our Retail Customers up and out, including but not limited to:
- Customer Health Scores & Monthly Readout
- Weekly Customer Complaint Tracking
- Retail Customer Report Out Calls
- Work with CS team to keep all SharePoint folders organized, and up to date
- Continue to drive strategic customer engagement; lead by doing
- Hire, onboard, and manage the next cohort of Customer Success Specialists
Job Qualifications
- 5 or more years' experience in Sales/Customer Success/Account Management or other related business function
- Skilled at relationship building, with a passion for connecting with customers and driving value
- Confident communicator with strong written and verbal communication skills
- Ability to de-escalate customer support requests and maintain a positive, goal-driven customer relationship
- Excellent ability to synthesize and analyze data, feedback and information to strategically prioritize actions and deliver outcomes
- Strong organizational skills, including the ability to multi-task and manage multiple complex projects in cross-functional environments
What’s In It For You
- Compensation Range: $95,000 - $120,000 salary
- Health, Vision and Dental Benefits
- Life Insurance
- 401K with Safe Harbor company match
- Paid Time Off
- Opportunities for Advancement with a Rapidly Growing, Mission-Driven Organization
Divert Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
