Customer Success Specialist

• Use Innova’s database to conduct structured analyses and extract valuable insights in response to client questions and support requests
• Translate data and insights into high-quality presentations and materials, following corporate guidelines and standardized formats
• Support Account Managers by preparing analyses and decks for client meetings, trainings, and ongoing service delivery
• Join client calls alongside Account Managers to support platform usage, answer questions, and help address day-to-day client needs
• Deliver client trainings and demonstrations to ensure effective platform adoption and understanding
• Ensure client requests are handled efficiently and in line with the agreed service level
• Coordinate closely with Account Managers to prioritize requests and ensure the client service plan is consistently executed
• Manage and track client requests, follow-ups, and deliverables to ensure timely completion
• Stay updated with the latest features and functionalities of our platform to provide accurate and timely support to clients
• Recognize and escalate complex issues to senior support members or other departments as necessary to ensure clients' needs are met effectively

• Bachelor’s degree in Business, Data Science, Food Science, or a related field
• Minimum of 2 years’ experience in a customer support, customer success, or analyst role, preferably within market insights, data, SaaS, or the food industry
• Strong analytical and technical aptitude, with the ability to quickly learn new software tools
• Clear and professional communication skills, with the ability to explain data and concepts in a practical, client-friendly way
• Highly organized, detail-oriented, and comfortable managing multiple requests simultaneously
• Strong service mindset and motivation to support clients and internal stakeholders

Knowledge of the FMCG or food & beverage industry is a plus