Customer Success Manager - Supply Chain SaaS

RELEX Solutions is a company that creates cutting-edge supply chain and retail planning software. They are seeking a committed Customer Success Manager to build high-quality customer relationships and ensure customers receive the most value from their solution while pursuing incremental SaaS opportunities.

Responsibilities:

• Having your finger on the pulse of your customers operations and business strategy - measuring satisfaction, asking about challenges, and offering help when needed
• Working with your customers with a strong consultant mindset to understand and optimize their business processes and identify areas of opportunity to increase sales, reduce costs and maximize the efficiency of in-store operations
• Monitoring customer's key performance metrics and taking the necessary actions to improve them
• Facilitating recurring steering meetings to align with customer's business-strategy and RELEX road map
• Working closely with Service Delivery Manager to plan and coordinate version upgrades
• Manage customers solution improvements and work directly with RELEX Value Development team
• Providing thought leadership, innovation, and having the confidence to challenge business strategy with your customers
• Primary escalation points for business operations, secondary for IT
• Administrative functions such as reporting and invoicing billable activities

Requirements:

• Minimum 2+ years of relevant work experience in SaaS Customer Success Management, IT Service Management, Management Consultancy, Supply Chain Management, and/or Account Management role operating or supporting one of the key areas above
• 2+ years of commercial experience in SaaS, either as a provider or as a customer
• 4+ years of leadership experience in supply chain, pricing, and/or merchandising
• Experience in having full customer responsibility, developing customer accounts, managing development roadmaps, and actively pursuing cross sell and upsell opportunities
• Process and software solution experience in any of the following areas: Demand planning, forecasting and replenishment, Space planning & Assortment, Merchandising, Retail or CPG
• Industry experience with retailers, preferably experience with Tier 1 retailer
• Relevant Master's or Bachelor's degree with an excellent academic record in e.g., Industrial Management, Business Administration, Business Management, Computer Engineering, Industrial Engineering, Computational Science and Engineering, Logistics, Supply Chain Management or Supply Chain Engineering
• Combination of Customer Success Management skills, IT Service Management skills and retail industry knowledge
• Able to influence business strategy and communicate effectively at all levels
• Able to understand customer's challenges from business and IT perspectives
• Able to independently develop customer accounts and create more value for our customers