Customer Success Manager

Vividly is the leading modern trade promotion management (TPM) solution built by and for the consumer packaged goods industry. From campaign creation to deductions management and promotion measurement, we help brands manage every element of trade spend. With our easy-to-use platform and industry-leading experience, we pride ourselves on our ability to bring businesses to the next level.

Not familiar with trade promotion spend?  That’s OK.  Most people aren’t.  It’s an $8 trillion dollar problem that is ripe for disruption by an innovative SaaS startup.  In order to grow, consumer packaged goods (CPG) brands spend 20% of their topline revenue to get into retailers and promote their products within those retailers.  The problem is that today 70% of those promotions are not ROI positive. This is because ROI is hard to track.  The industry operates on emails, pdfs, and xls spreadsheets. At Vividly, we’re solving this massive problem with exciting tactics including AI, Machine Learning, and Fintech and adding value to everyone in the chain. Some of our customers include brands you may use and love - Liquid Death, Amy’s, and Laird Superfoods.

We are seeking a hardworking, bright, and energetic professional experienced in CPG trade management to join the Customer Success team! If you're a self-starter with an entrepreneurial spirit and technical aptitude, you'll fit right in. This is an exciting opportunity to participate in and help shape our customer's journey to the Cloud. We need someone who has lived on the front lines of Small to Midsize Business (SMB) Trade, helping these companies better understand, optimize, and analyze trade dollars.

• Develop fantastic relationships with our customers, turning them into raving fans of our software. We want our customers to know and love the Vividly product so much that it changes how they do their jobs.
• Analyze the customer’s usage and data within the platform to constantly increase the value they experience.
• Collaborate, problem-solve, and strategize with our specialists to build a rinse-and-repeat process for each customer with all the documentation, education, and deliverables they need to succeed independently.
• Act as a strategic consultant to some of the most exciting and successful SMB CPG companies out there and advocate for the customers you manage to improve our products and processes.
• Work with the sales and marketing teams to capture customer references, develop case studies, and additional marketing opportunities.
• Support Developers and Product Managers with large new features and changes to the software including testing/scoping ideas, and connecting them with clients to ensure customer feedback is engrained in future versions of the software.
• Help be the face of our brand. We want SMB TPM thought leaders who will help foster an industry-leading hub for process and strategy best practices.

• 5+ years of experience in Trade Promotion Management
• CPG Industry experience is a must
• Deductions, accruals, or general trade finance experience are preferred
• Experience with POS data management is an added bonus!
• Experience with TPM software is an added bonus!
• Technical prowess with SaaS products preferred
• Experience working in a start-up and comfortable with change
• Impeccable oral and written communication skills
• Eager to learn and fosters a desire to serve customers and create win-win partnerships
• A GSD attitude and the willingness to change processes and methods as we evolve

A modern, remote-first workplace

We are committed to succeeding as a fully remote team, empowering you with the flexibility to thrive, no commute required. Every Vividly team member receives a stipend upon hire to help create a comfortable, productive home office.

Vividly days off & flexible PTO

For most USA holidays that fall on a Monday or Friday, we turn it into a 4 day weekend! Vividly also offers Flexible Time Off and we really mean it to help prevent burn out and fuel creativity.

Competitive benefits 

• Healthcare, Dental and Vision - We cover 100% of your monthly premiums and 50% of all dependents
• 401(k) - With a 3% employer contribution
• Weekly $20 Sharebite Meal Stipend - For every meal you purchase using your Sharebite stipend, they donate a meal!
• Monthly $50 Wellness Reimbursement - physical wellness, mental wellness, learning & development - we’ve got you!
• Monthly $200 Remote Work Stipend - Use it for your phone bill and internet

Commitment to our values - The Vividly Code

• Kind Ambition: We are ambitious but our desire to succeed does not mean unkind or unethical behavior. We push boundaries, deny norms and experiment. We do that with kindness. We are empathetic to the struggles and challenges other functions face.
• Keep it Real: We do not have time for games or politics. We are honest, transparent, and authentic. We celebrate our differences and our similarities with equal enthusiasm.
• Customer Love: The customer is at the heart of every decision - we love our customers. Everything starts and ends with them. We actively listen and anticipate their needs. We are trusted advisors. That sometimes requires tough love.
• Own It: We take responsibility for our work, our successes, and our failures. When we see something that needs to be done, we do it. If we can’t do it, we own finding somebody that can. Ownership helps us grow - be receptive if the right owner is you!
• Urgency Wins: We work with purpose and speed. We know that shorter time to value makes our customers more successful. We constantly wonder how we can do it faster. We fix things that are slowing us down, while still maintaining excellence. We know that the vast majority of decisions are reversible - we make them quickly. 
• Pull Together: We reach our goals faster when pulling in the same direction. We actively seek alignment - but not necessarily consensus. Siloed thinking is unwelcome and drives defensiveness and unhelpful friction. When things go wrong, we pull together to fix them.

Please note: Vividly will never request sensitive information such as your social security number, bank account information, or other non-publicly available information during the application and interview process. If an applicant is extended an offer of employment, such sensitive information will be requested at that time during the onboarding process. Vividly will never ask you to receive and ship packages or goods as part of the interview. Other practices to be on alert for:

• Contact initiated via unsolicited text message or cold call. Vividly does not follow up with candidates through instant messaging applications.
• Our Talent Acquisition team only corresponds from email addresses with the domain ‘@govividly.com’. If a generic email ID ending with Gmail/Yahoo or other domain is used while receiving a job offer or interview call, there is a likelihood of a scammer.
• While some of our jobs can be found on third party job sites, all of our current job opportunities and descriptions are posted on Vividly’s Careers page, or our official LinkedIn Company Page

The U.S. Federal Trade Commission has published helpful articles to help individuals learn more about protecting themselves from recruiting scams and financial fraud. If you believe you were a victim of such a scam, you may contact your local law enforcement agencies. Vividly is not responsible for any claims, liability, losses, damages, or expenses resulting from scammers or impersonators.