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Chart Reuse® Customer Success Manager 🔥


POSITION TYPE: Mid-level, reports to Business Innovation Director

LOCATION: Flexible; must be located within the U.S.

COMPENSATION: This remote position with a salary range of $70,000 to $80,000 depending on experience. Benefits include, but are not limited to: 403b plan with employer match, vacation, holidays, sick, technology and co-working space reimbursements, and health stipend.

 

Vision and Mission

Chart Reuse™ [1] by Upstream, is a first-in-industry foodware reuse analytics platform that will help accelerate the transition to a new reuse economy for food service. Ideated and developed from 2020-2021, this transformative tool allows companies to calculate cost, waste and greenhouse gas emission impacts, and manage their shift from single-use to reuse at project sites across North America. Target customers include enterprise businesses,  food management companies and concessionaires, government agencies, waste haulers, and city consultants. Upstream [2] is a non-profit organization that sparks innovative solutions to plastic pollution by helping people, businesses and communities shift from single-use to reuse.

 

Job Description

We are currently recruiting for a Customer Success Manager (CSM) to join our remote team in North America. This is a culinary and sustainability minded mid-level role within our team focused on enabling success and customer satisfaction for multiple sites. Preference will be given to candidates with former chef/culinary experience and comfort working in a kitchen, training and guiding teams, and tracking and measuring performance with technology-based solutions for preventing waste.

 

You will work in a fast-paced role with responsibilities for supporting program implementation, cultivating client relationships, conducting training, analyzing data, creating reports and showcasing data-driven results. You will be responsible for driving product usage, adoption, waste reduction, and measurable and marketable results.

 

Core Responsibilities

The CSM plays a significant role in customer success through the entire customer journey, from the initial hand-off from sales, through supporting a seamless customer onboarding experience, and guiding clients for complete program adoption, behavior change and waste reduction results. You will report directly to the Director of Business Innovation and can expect to:

  • Help chef-leaders, management, facilities and sustainability directors analyze packaging waste data, identify root-causes of waste, and foster behavior change, with the goal of overcoming challenges, innovating solutions to reduce waste and improve the customer’s bottom line. 
  • Monitor client satisfaction, gather and analyze client outcomes and feedback to share with internal teams (development and marketing), and prepare ongoing results analyses.
  • Use data to help communicate analytical findings in a way that corporate executives and business managers can easily understand is critical to success.
  • Train customers in the use of Chart Reuse products and services and in implementation of Chart Reuse packaging waste prevention methods, primarily virtually with occasional travel for on location support.
  • Oversee the customer journey for a group of clients  from diverse geographies and industries, monitoring their progress and responding to program issues and questions.
  • Use internal systems to highlight results and innovations to devise supporting educational resources, and strategic marketing and engagement campaigns to proactively communicate success to existing and new users.
  • The CSM also coordinates with our teams to provide feedback from clients to inform and drive development of new features that is communicated to our engineers, and Technical Support team to provide front-line support and diagnosis on software or project issues as needed.

 

Requirements:

  • A passion for making the world a better place and making throw away go away.
  • Bachelor’s Degree (or equivalent)
  • Culinary/chef experience and/or operational foodservice experience
  • Practice tracking,  implementing and measuring sustainability and waste reduction programs
  • 2- 3 years experience in a front line customer role
  • Experience working for and/or using a SaaS / data analytics tool
  • Presentation/training experience
  • Experience monitoring and discussing performance metrics across multiple customer implementations
  • Excellent verbal and written communication skills
  • Fully proficient with  Microsoft Office and web-based equivalents
  • Strong data analytics skills
  • Familiar with video conference solutions 
  • Experience with CRM systems (like Salesforce.com)
  • Ability to work remotely with colleagues.

 

These qualities describe you:

  • You feel connected and passionate about building a movement with Chart Reuse in sustainability, circular economy, and food packaging waste goals. 
  • Comfortable working in a not-for-profit, start-up environment with a remote national team.
  • Strong project management skills- you are a self-starter who doesn’t need direct supervision to motivate you for success – we believe strongly in building a culture of individual accountability and ownership and need partners that can embrace that mentality.
  • You are ready to make your mark in a smaller, growing brand leveraging your experience to deliver amazing results and build an outstanding company.
  • You have entrepreneurial spirit in that you’re comfortable with ambiguity and are energized by the process of building something lasting from the ground up. 
  • Energetic, positive, diplomatic, professional presence.

 

Application Deadline: August 5, 2022 at 5pm PT

Candidates are highly encouraged to apply early, as applications will be reviewed on a rolling basis.

 

Our Commitment to Diversity and Inclusion

Upstream commits to prioritizing voices and identities that have been underrepresented by using a robust and intentional recruitment process to ensure our job postings and contract opportunities reach underrepresented people. 

 

In recruiting for our team, we welcome the unique contributions that you can bring in terms of education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation, and beliefs.

 

We highly encourage those with diverse backgrounds and experiences to apply. For more information on Upstream’s commitments to Justice, Equity, Diversity, Inclusion and Anti-Racism, please visit: upstreamsolutions.org/equity-and-inclusion [3]

 

This search is being run by NRG Consulting Group [4]. Please contact jobs@nrgconsultinggroup.org [5] with questions.


  1. https://www.chartreuse.eco/
  2. https://www.upstreamsolutions.org/
  3. https://upstreamsolutions.org/equity-and-inclusion
  4. https://www.nrgconsulting.group/
  5. mailto:jobs@nrgconsultinggroup.org?subject=Chart%20Reuse%20Customer%20Service%20Manager%20position%20with%20Upstream

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