Head of Customer Success & Account Management – Sift Lab

Sift Lab is a pioneering AI platform enabling retailers on their data driven journey to predict and optimize their business. Based on a data centric AI approach They are truly at the heart of revolutionizing the way retailers make decisions and take action. Their predictive analytics, customer segmentation and recommendations turbocharges retailers’ current marketing technology infrastructure. The platform helps customers to both monitor and act on the right KPIs in real-time. This is done by uniquely incorporating large amounts of customer data, visualized in predictive dashboards that are acted upon through personalized recommendations to customers across all channels.

Sift Lab is currently looking for an Head of Customer Success & Account Management. The role is not only about setting up the platform but as important is the role advising clients on their data driven journey i.e. which analyzes to perform, what conclusions to draw and what actions to take. As Head of the Customer Success Team you will be leading and shaping the team to work towards Sift Labs future growth.

Customer TrainingExperience & Competence

• Experience of complex software product sales and longer sales cycles
• Proven experience in customer success, account management, or a similar client-facing role within the software industry or proven experience from a strategic consultancy
• In-depth knowledge of CRM/personalization concepts/software
• Worked with customer-driven business development – consultative value argumentation
• Proactive in identifying and addressing customer challenges

Personality & Leadership

• Entrepreneurial, curious and data driven mindset
• Team player who sees the value in helping colleagues
• Analytical, structured and methodical
• A customer-centric mindset with the ability to build long-lasting relationships at all levels
• Positive mindset, and provide energy to the team – strong drive
• Effectively communicating and problem-solving with colleagues
• Relationship builder and solid people skills

Areas of Responsibility

• Account Management and Strategic Advisory
• Onboarding and Implementation
• Customer Training
• Upselling and Cross-selling
• Customer Advocacy
• Feedback Collection
• Renewal Management
• Team lead
• Support system and ways of working

Start: Q3 2024
Location: Stockholm
Reporting to: Anna Sundin