Customer Success Manager
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We are now looking for a full-time Customer Success Manager – US LATAM to join our RELEX family in the US! You’ll join a diverse team of 19 people, who will help you succeed in your new role. Together the team ensures every customer gets the most value from our solution, all while maintaining healthy margins and SaaS revenue to support our accelerated expansion into Latin America. You will help the team achieve this goal by building high quality customer relationships, leading KPI target discussions, improving NPS scores, and actively pursuing incremental SaaS from upsell cross sell opportunities.
Candidates must have an understanding of Retail supply chain and have experience working with or supporting one or more of the following areas;
- Demand planning, forecasting and replenishment
- Space planning & Assortment
- Category management and Merchandising
- Price and promo optimization
Our Customer Operations team partner with customers and support their diverse needs. Throughout the sales experience, they develop and deliver projects, optimize how our solution is used and ultimately keep our customers happy and help them achieve their goals. Their relationship -building skills and retail/supply chain knowledge are second to none. A dynamic team, they embrace change and love being part of our exciting tech atmosphere. In return for their skills, we feed their purpose, offer flexibility for their schedules and promise career progression (if that’s what they want). They enjoy genuine work-life balance and we encourage growth within and across teams.
Join us as a Customer Success Manager, and this is some of what you’ll be doing:
- 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 quarterly business review (QBR) 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
We’re looking for:
- Candidate must be based in South America
- Minimum 2-5 years of relevant work experience in SaaS Customer Success Management, IT Service Management, Management Consultancy, Supply Chain Management, or Account Management role operating or supporting one of the key areas above
- English and Spanish fluency is a must – Portuguese is a plus
- Experience in having full customer responsibility, developing customer accounts, managing development roadmaps, and actively building pipeline and closing cross sell and upsell opportunities
- Process and software solution experience in any of the following areas:
- Demand planning
- Space and 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
What we consider as an advantage:
- 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
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