Customer Success Manager – US East Region

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Excellent opportunity for a committed Customer Success Manager to join our RELEX family in the EST time zone in the US! You’ll join a diverse team who will help you succeed in your new role. This 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 North America. In this role 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 renewal, upsell, and cross sell opportunities to expand and evolve how robustly we serve our customers.

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
Retail or CPG supply chain

NOTE: The ideal candidate is comfortable working as a trusted advisor, providing strategic guidance and support to leaders. Additionally, you have commercial experience in SaaS, either as a provider or customer. This is essential to success in this role!

Must live/work in EST time zone.

Our Customer Operations team partners 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 that embraces change and loves being part of our exciting tech atmosphere.

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 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

We’re looking for:

Minimum 2+ 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
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

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

About RELEX:

RELEX Solutions create cutting-edge supply chain and retail planning software. Within our platforms, we have the power and potential to increase adaptability, efficiency and sustainability in the consumer goods and retail value chain. Our impact is tangible; from sustainability and eliminating waste to delighting customers and delivering great tailored tech solutions, we’re curious and passionate challenge-seekers creating the future of retail today.

Being part of RELEX means being heard, feeling valued, and knowing that you can be yourself because you belong. We believe in actions, not words, regarding diverse hiring and employment practices. We take DE&I seriously. We champion and benefit from global diversity. We’re creating and evolving our culture to welcome everyone and value every idea.

RELEX Solutions is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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Customer Success Manager – US East Region

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