The Role

Spoiler Alert is seeking a passionate, analytical and enthusiastic Customer Success Manager to join our growing team. Our strong customer base of globally-recognized brands is committed to eliminating food waste and the Customer Success Manager will deliver value through hands-on services and support that increases adoption of the Spoiler Alert platform. If you are an early to mid career customer success professional excited to be part of a fast-paced, mission-driven startup on its way to achieving big-goals, we want to hear from you!

Reporting to the Director of Customer Success, you will have the opportunity to work on a range of important projects including customer data analysis, solution configuration and implementation, and developing strong, value-add, relationships with our growing customer base. This role is highly cross-functional and will require close collaboration with internal stakeholders across the product, sales, and customer success functions. 

We have a big mission and large market opportunity, and this individual should be passionate about leveraging technology and supply chain analytics to reduce waste and increase food access. The ideal candidate will possess an extreme sense of urgency, high degree of intelligence, and an aptitude at navigating a fast-paced environment with evolving objectives and solution offerings.

Responsibilities

• Establish rapid understanding and documentation of customers’ processes, data, and portfolio of distressed sales and donation outlet partners
• Become an expert in the Spoiler Alert platform and how we deliver ongoing value to customers 
• Leverage large and complex data sets to identify insights and improvement areas  
• Prepare written and visual presentations and reports for key customer stakeholders 
• Lead platform configuration and user acceptance testing during customer onboarding 
• Perform user acceptance testing on new features and create documentation for internal stakeholders and customer-facing training materials
• Coach and train customers on optimal use of the Spoiler Alert platform
• Identify and effectively communicate enhancement opportunities within Spoiler Alert’s product, services, and internal processes 
• Lead or support other projects such as outlet portfolio assessment and expansion, internal process/tool implementation, customer case study development

Qualifications

• 2-5 years experience in a customer success or consultant role at a leading B2B technology or management consulting company
• Proven track record of delivering exceptional results in past projects, from initiation to implementation
• Experience and comfort rapidly working with large data sets, conducting analysis, extracting and presenting business insights 
• Mastery of PowerPoint and Excel
• Excellent verbal and written communication skills
• Strong organization and project management skills with keen attention to detail
• Solid stakeholder management skills, both for internal and external stakeholders
• Demonstrated eagerness to learn, adapt, and experiment and thrive in a fast-paced environment
• Strong proficiency with G Suite, familiarity with business productivity applications (Zoom, Slack, CRM), and a high level of comfort in getting up to speed with new technology
• Passion towards company’s mission and interest in sustainability, food waste reduction and innovative technology and analytic solutions 
• Bachelor’s degree

Preferred Qualifications

• Technical competence and experience implementing enterprise software, analytic and business intelligence solutions
• Relevant work experience in any of the following functions within the CPG and Grocery Retail industries: supply chain, sustainability, finance, trade promotion, or sales
• Familiarity with enterprise software solutions in any of the following areas: ERP, supply chain management, warehouse management, transportation management, or trade promotion management 
• Knowledge and interest in customer success platforms and widely published customer success best practice blogs, literature and training programs

About Spoiler Alert

Spoiler Alert is a Boston-based software company helping perishable CPG brands manage excess and slow-moving inventory. Working exclusively at the manufacturing plant or distribution center level, Spoiler Alert offers a best-in-class B2B sales platform that enables food & beverage brands to manage their liquidation processes across a private network of discount retailers and nonprofit channels - with a heavy focus on maximizing value recovery, strengthening customer relationships, and increasing the effectiveness of supply chain managers tasked with handling these typically manual sales processes. Founded by alumni of MIT, Spoiler Alert works with some of the world's largest brands, including Campbell's, Danone, HelloFresh, KeHE Distributors, and Kraft Heinz, along with a growing network of discount channels committed to increasing affordable food access.

While we care deeply about our customers’ financial and operational improvements, our team’s hearts and minds are motivated by the impact our work has in addressing some of the largest environmental and social opportunities of our generation - at the intersection of food waste, resource deficiency, climate change, affordable nutrition, and hunger. We couldn’t be more excited to be combining critical technology breakthroughs - including workflow automation, augmented intelligence, wholesale ecommerce, traceability, and supply chain management - to an industry that is so critical for daily life.

Born out of MIT in 2015, Spoiler Alert is headquartered in Boston's Back Bay neighborhood and is backed by some of the nation's leading food, agriculture, and supply chain investors. For more about Spoiler Alert, visit spoileralert.com or our social channels: Twitter & LinkedIn.

Benefits

Spoiler Alert is committed to providing equal employment opportunities for all applicants and employees. We offer a remote-first work environment, with the flexibility to work remotely or in-person from our Boston headquarters. Employee benefits include the following:

• Competitive salary and stock option packages
• Subsidized health and dental insurance plans
• Flexible spending and dependent care accounts 
• Pre-tax 401(k) and post-tax Roth 401(k) options
• 12+ weeks of paid parental leave
• 15 company holidays
• EOY Rest and Relaxation week
• 20+ vacation days and 10 sick days per year
• Flex Fridays (no meetings after 2PM)
• Life insurance and paid family and medical leave
• Paid volunteer outings and civic engagement leave
• Learning & career development stipends
• Health & wellness reimbursements
• Remote first work environment

We are a diverse team committed to a safe and inclusive work environment, free of discrimination based on race, color, religion, sex, gender identity or expression, sexual orientation, genetics, national origin, ancestry, age, medical condition, mental or physical disability, handicap or veteran status, or marital status.

Please note that applicants should be authorized to work in the United States. Though we are interested in every qualified candidate, we are unable to offer visa sponsorship at this time.