Job Description

Customer Success Representative - UK Type: full time, salaried employment
Location: Various locations throughout the UK with 4-5 days onsite at stores within an assigned territory (UK based candidates only)
Who We Are
Focal Systems is the industry leader in retail AI solutions. We are a Silicon Valley based startup (with operations in the UK) that has more than doubled in size every year since our founding. Our mission is to automate and optimize brick and mortar retail using deep learning computer vision. Focal has been deployed at scale with the top retailers in the world. We are looking for smart, creative, and passionate people who love to learn, enjoy thinking critically, share our values and want to build a great and enduring company. What We Are Looking For
We are looking for a results-driven Customer Success Representative to play a critical role in our Customer Success organization and ensure our retail partners achieve a meaningful ROI and accelerated time to value through the use of our solutions. You will work with a division or region of stores as part of the account team for one of our enterprise customers and be responsible for the onboarding and ongoing engagement with those stores.
What You Will Be Doing
Key results to deliver:

• Ensure successful installation and onboarding of new stores

• You will visit stores after they have been installed to validate that the system is working properly and ready for hand off to the customer

• You will audit stores and confirm that the install was done in accordance with the install principles document

• Maximize Customer Utilization

• You will drive change management and ensure adoption by reviewing store\'s performance post go-live and providing follow up training where necessary

• Increase Customer Satisfaction

• Be the voice/champion of the customer by proactively seeking feedback from end users and sharing with the product/engineering team

• Strengthen customer engagement and adoption by traveling to Focal stores within your territory

• Increase advocacy by maximizing Net Promoter Score amongst your stores.

• Demonstrate measurable ROI to the customer

• Act as customer\'s strategic advisor to help define, implement, and adopt best practices.

• Help customers attain their desired outcomes by monitoring and analyzing store performance to make proactive recommendations that drive results.

What You Need to Be Successful

• Bachelor\'s degree or equivalent work experience
• 3+ years experience in a customer facing role, preferably in grocery retail
• Strong aptitude for technical software products
• Excellent communication, interpersonal and listening skills to connect with all stakeholders to build trusting relationships
• Start-up mindset and work ethic that embodies company core values with ability, motivation, and energy to manage multiple priorities in a fast-paced, unstructured environment independently and as a team
• Must Have: Reliable vehicle and ability to commute to regional stores

Why Focal Systems

• Strong Values and Mission: We are a tightly-knit team with an ambitious mission and a strong set of core values, which define our approach to business and have successfully guided us since inception
• Exceptional Team: We are a team of hard-working, fun-loving professionals from some of the most eminent universities, research labs, and tech companies of our time. We pride ourselves on recruiting exceptional individuals to help us redefine the state-of-the-art
• Outstanding Partners: We work with 10+ of the largest retailers in the world (including 4 of the top retailers in the UK) and have a world-class roster of investors, advisors and partners to support & advise us in our endeavours

Benefits
We care deeply about the health, happiness, and wellbeing of all our employees. We offer:

• Competitive Salary & Attractive Stock
• Health Insurance
• Catered lunches
• Paid Time Off
• Quarterly Team Retreats
• Education grant