Apex Systems
Customer Success Specialist
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OVERVIEW
The Customer Success Specialist is responsible for in-store operational success as we bring retail technology to new retail stores and grow partnerships in mature stores. In this client-facing role, your on-the-ground presence in partner grocery stores will be pivotal to planning and launching new pilots, supporting operations in launched stores, while also collaborating remotely with operations, product, and business teams for enduring performance.
This is a unique opportunity for individuals with a passion for retail, technology, and continuous improvement to impact our operations at the grassroots level.
ABOUT THE TEAM
You’ll be joining the Retail Go-To-Market Operations team, a driving force behind operational success for retail partners. Our team is instrumental in scaling in-store technology and fulfillment solutions to unlock growth, optimize efficiency, and enhance the in-store experience for both customers and associates. This role will be focused on Connected Stores, our smart shopping cart offering using deep learning and computer vision for a seamless grab-and-go retail experience.
ABOUT THE JOB
- Engage with store teams throughout the launch and implementation cycle, providing on-site support for testing, training, and store readiness.
- Provide hands-on, on-site observation to identify, troubleshoot, and resolve operational challenges.
- Reinforce best practices to drive early adoption and smooth customer experience.
- Serve as a crucial link between local store teams and broader strategic operations, ensuring clear communication and feedback loops.
- Oversee the execution of local initiatives and the rollout of new programs, ensuring alignment with company goals and standards.
- Conduct technical testing and troubleshooting, following guides to problem-solve issues with technology, and potentially build or repair elements as needed.
- Utilize performance metrics and data analysis to drive continuous improvement and operational excellence within locations.
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ABOUT YOU
- Demonstrates a passion for operations, an eagerness for continuous improvement, and a strong interest in e-commerce and retail technology.
- Proven autonomy, ability to multi-task, and excel in a fast-paced, ever-evolving environment.
- Experience and comfortability in handling technology challenges using guides and troubleshooting resources.
- Customer-focused orientation that aims to over-deliver on expectations.
- Collaborative attitude who enjoys working with a team to solve problems.
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Minimum Qualifications
- Experience in retail and/or client-facing roles.
- Experience in driving program implementation, change management, and successful execution of training.
- Exceptional interpersonal, written, and oral communication skills with the capacity to adjust messaging based on audience needs.
- Self-motivated with a proactive approach to achieving goals.
- Comfortable working with and explaining new technology.
- Flexibility to travel and spend significant time in retail environments, especially during peak periods.
Preferred Qualifications
- Proven track record with process mapping, measurement, and documentation, with a firm grasp of continuous improvement tools and methodologies.
- Proficient in performance monitoring, reporting, and leveraging data for operational improvements.
- Experience promoting or supporting technological products or innovations in a retail setting.
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