Retail Merchant Advisor — Customer Success
First Insight, Inc., Tulsa, OK, United States
THE OPPORTUNITY
The best merchants have always had strong instincts about what customers want. The best ones tomorrow will use AI to hear directly from consumers — at scale, before a single decision is made — and act on what they find. First Insight gives brands and retailers signals across product design, assortment, pricing, and planning, so the people who build and buy product move faster, with more confidence, and less risk. If you've spent your career in retail or on the brand side and you're ready to be on the leading edge of AI and how the industry makes its most important decisions, this role was built for you.
With 18 years of innovation in predictive analytics and AI, First Insight is trusted by brands like Under Armour, Marks & Spencer (M&S), Woolworths, and Family Dollar. Our Voice of the Customer platform and Value Score™ serve 600+ brands and retailers across retail, apparel, footwear, automotive, home goods, CPG, and hospitality worldwide.
WHAT YOU'LL DO You will own a portfolio of enterprise accounts and be accountable for adoption, retention, and growth — but the way you create value looks more like a trusted retail advisor than a software account manager. Specifically:
Own assigned enterprise accounts as the primary relationship holder — understanding your customers' business deeply enough to know what they need before they ask
Build trusted relationships across the customer organization — with merchants, planners, designers, buyers, and the executives who set direction
Lead Quarterly Business Reviews that connect First Insight's consumer intelligence to real business outcomes — margin, sell-through, assortment decisions, and pricing confidence
Guide customers on methodology, best practices, and how to interpret and apply consumer intelligence across the product-to-market path
Deliver training and workshops that build platform fluency — tailored to the buyer, the planner, the designer, or the merchant team you're sitting in front of
Stay ahead of new product capabilities and bring them to customers in a way that's relevant to their business
Partner with Sales and senior leadership on renewals, upsells, new pilots, and onboarding
Bring the voice of the customer back into the organization — translating what you hear in the field into product feedback and go-to-market insight
WHAT YOU BRING Required Qualifications and Skills
Bachelor's degree in Business, Retail Merchandising & Planning, Business Analytics, or a related field
3+ years of hands‑on experience in retail or brand — as a buyer, merchandiser, planner, designer, or in a role deeply connected to the product‑to‑market path. You understand how product decisions get made, where they go wrong, and what the stakes are
Fluency in retail KPIs — sell‑through, margin, assortment breadth, price elasticity, inventory turn — and the ability to connect First Insight's consumer intelligence to those outcomes in a customer conversation
Account management, customer success, or client‑facing experience a plus — SaaS or technology background welcome but not required
Strong business acumen and the ability to engage at all levels of a customer organization — from the merchant floor to the C‑suite
Outstanding communication and listening skills — written, verbal, and presentation
Highly organized and proactive; able to manage multiple accounts with a high degree of personal accountability
Based on the East Coast or Central time zone. Must be authorized to work in the United States
Remote position – willingness to travel up to 40% for customer engagements and onsite visits
Preferred Qualifications and Skills
Direct experience as a buyer, merchandise planner, product designer, or category manager at a retailer or brand
Exposure to AI‑powered analytics, consumer intelligence, or predictive decision tools
Change management experience — helping teams move from instinct‑driven to data‑driven decision‑making
Project management experience; PMP a plus
Look us up! www.firstinsight.com
BENEFITS & PERKS First Insight offers a competitive salary; paid employee healthcare coverage; a 401(k) with company match; employer‑paid life and long‑term disability insurance; and a generous Paid Time Off (PTO) package including paid holidays and sick days — in a positive, mission‑driven team environment.
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With 18 years of innovation in predictive analytics and AI, First Insight is trusted by brands like Under Armour, Marks & Spencer (M&S), Woolworths, and Family Dollar. Our Voice of the Customer platform and Value Score™ serve 600+ brands and retailers across retail, apparel, footwear, automotive, home goods, CPG, and hospitality worldwide.
WHAT YOU'LL DO You will own a portfolio of enterprise accounts and be accountable for adoption, retention, and growth — but the way you create value looks more like a trusted retail advisor than a software account manager. Specifically:
Own assigned enterprise accounts as the primary relationship holder — understanding your customers' business deeply enough to know what they need before they ask
Build trusted relationships across the customer organization — with merchants, planners, designers, buyers, and the executives who set direction
Lead Quarterly Business Reviews that connect First Insight's consumer intelligence to real business outcomes — margin, sell-through, assortment decisions, and pricing confidence
Guide customers on methodology, best practices, and how to interpret and apply consumer intelligence across the product-to-market path
Deliver training and workshops that build platform fluency — tailored to the buyer, the planner, the designer, or the merchant team you're sitting in front of
Stay ahead of new product capabilities and bring them to customers in a way that's relevant to their business
Partner with Sales and senior leadership on renewals, upsells, new pilots, and onboarding
Bring the voice of the customer back into the organization — translating what you hear in the field into product feedback and go-to-market insight
WHAT YOU BRING Required Qualifications and Skills
Bachelor's degree in Business, Retail Merchandising & Planning, Business Analytics, or a related field
3+ years of hands‑on experience in retail or brand — as a buyer, merchandiser, planner, designer, or in a role deeply connected to the product‑to‑market path. You understand how product decisions get made, where they go wrong, and what the stakes are
Fluency in retail KPIs — sell‑through, margin, assortment breadth, price elasticity, inventory turn — and the ability to connect First Insight's consumer intelligence to those outcomes in a customer conversation
Account management, customer success, or client‑facing experience a plus — SaaS or technology background welcome but not required
Strong business acumen and the ability to engage at all levels of a customer organization — from the merchant floor to the C‑suite
Outstanding communication and listening skills — written, verbal, and presentation
Highly organized and proactive; able to manage multiple accounts with a high degree of personal accountability
Based on the East Coast or Central time zone. Must be authorized to work in the United States
Remote position – willingness to travel up to 40% for customer engagements and onsite visits
Preferred Qualifications and Skills
Direct experience as a buyer, merchandise planner, product designer, or category manager at a retailer or brand
Exposure to AI‑powered analytics, consumer intelligence, or predictive decision tools
Change management experience — helping teams move from instinct‑driven to data‑driven decision‑making
Project management experience; PMP a plus
Look us up! www.firstinsight.com
BENEFITS & PERKS First Insight offers a competitive salary; paid employee healthcare coverage; a 401(k) with company match; employer‑paid life and long‑term disability insurance; and a generous Paid Time Off (PTO) package including paid holidays and sick days — in a positive, mission‑driven team environment.
#J-18808-Ljbffr