Lead Customer Success Manager

Inspectorio is the leading AI-powered supply chain platform optimizing performance, building resilience, and providing intelligence across production chains for global brands, retailers, and their multi-tier suppliers. The Lead Customer Success Manager will act as a trusted business partner and technical liaison to the Company’s largest enterprise customers related to utilizing the Company’s information technology products and platform.

Responsibilities:

• Managing and measuring IT project milestones and successes, including customer onboarding, workflow deployments, module expansions, and digital transformation initiatives, resulting in increased customer satisfaction, return-on-investment (ROI), and annual recurring revenue
• Establishing processes and frameworks to ensure efficient and effective team operations, ensuring adherence to budget, scope, and schedule
• Conferring with project personnel, including a customer success associate, to identify, troubleshoot, and resolve technical or operational problems
• Conducting business analysis on process mapping and advising customers on IT products/platform configurations
• Driving business development efforts by forecasting accurately, identifying product-market fit opportunities, and leading customers through the full impact journey supported by the Company’s platform
• Configuring and operationalizing technical platform components, including user roles, permissions, automation rules, workflows, item-level attributes, data-validation logic, quality-program parameters, and integrations to align with customer requirements and business rules
• Managing enterprise implementations across multiple modules, including Sight, Risk, Traceability, Lab Testing, and Production Monitoring
• Ensuring interoperability and data consistency across modules during deployment
• Serving as the primary technical escalation point, translating customer business requirements into detailed functional and technical specifications, collaborating with engineering and data-science teams to investigate system behavior, and supporting resolution of complex system issues
• Defining changes in IT contracts, subscription agreements, non-disclosure agreements, and similar contract riders
• Overseeing system testing and validation activities, including data audits, configuration reviews, and user acceptance testing (UAT), to ensure accurate execution of customer programs and compliance processes

Requirements:

• Bachelor's degree or equivalent in Business Administration, Economics, or a related field
• Two (2) years of experience in a related occupation
• 24 months of experience with managing and measuring success of information technology projects, including return-on-investment (ROI)
• 24 months of experience with driving business development efforts for information technology products, using Salesforce, B2B, and SaaS
• 24 months of experience with defining changes in IT contracts, subscription agreements, non-disclosure agreements, and similar contract riders
• 24 months of experience with conducting business analysis on process mapping and advising customers on IT products/platform configurations
• 24 months of experience utilizing the following tools and technologies: Hubspot, Totango, Jira, Confluence, Asana, Miro, Figma, BigQuery, and Google Cloud Platform