Solution Success Lead
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We are now looking for a Solution Success Lead to join our Customer Success team in the United States.
As a Solution Success Lead in the Customer Success team your primary responsibility is to support RELEX growth targets by working closely with Customer Success Managers (CSMs). While this role requires talent to live in United States and will primarily support Customer Success in the region, it is a global role—meaning you will also engage with other regions as needed.
The role focuses on acting as a strategic advisor to our CSMs and customers, leveraging your expertise in retail, supply chain, and RELEX solutions. You will build a deep understanding of customer processes, strategic goals, and pain points to ensure we align the right solutions with the right business challenges, driving measurable value and increasing the sales pipeline within our existing customer base.
This dynamic role involves collaboration across multiple business areas, including Product Teams, Sales, Presales, Presales Analytics, and Operations, ensuring a seamless and value-driven customer experience.
You will cover all RELEX solution areas.
Key Responsibilities
- Strategic Advisory: Serve as a trusted advisor to both CSMs and customers, leveraging RELEX solutions to address customer challenges and deliver measurable value and return on investment
- Pipeline Growth: Identify and cultivate commercial opportunities within existing accounts by addressing key business pain points with RELEX solutions, driving sales pipeline expansion and contributing to RELEX’s growth
- Cross-functional Collaboration: Working with multiple internal teams to tailor solutions to customer needs and deliver impactful results
- Customer & Colleague Engagement: Develop and nurture strong relationships with customers and internal stakeholders, ensuring alignment between customer processes and RELEX’s solution proposition
- Global Impact: Contribute to customer success initiatives, sharing expertise and insights globally
What We’re Looking For
We are seeking someone who has:
- Experience:
- Retail or CPG Background: At least 10 years of experience in retail or consumer packaged goods (CPG), preferably in supply chain or related field
- Having operational experience working for a retailer, wholesale or CPG company is desirable
- Supply Chain Expertise: Strong understanding of end-to-end supply chain processes, including demand planning, space and assortment optimization, price & promotions & CPG
- Hands-on experience with RELEX solutions or comparable systems is a strong advantage
- Commercial Acumen: Proven track record on delivering customer value and supporting revenue growth
- Onboarding new team members, with coaching and assisting CSMs coaching and assisting CSMs
- Coaching and assisted CSM’s crafting out new opportunities with the our existing customer, alongside supporting contract renewals and churn mitigation
- Retail or CPG Background: At least 10 years of experience in retail or consumer packaged goods (CPG), preferably in supply chain or related field
- Skills:
- Solution Expertise: Familiarity with RELEX solutions or comparable systems
- Pipeline Development: Skilled at identifying and developing commercial opportunities to expand the sales pipeline within existing accounts
- Strong Communication: Ability to articulate complex solutions in a way that resonates with diverse stakeholders
- Customer & Stakeholder Engagement: Proven ability to build and maintain relationships with both customers and internal teams to drive alignment and success.
- Cross-Functional Collaboration: Experience working across various teams such as Customer Success, Product, Presales, and Operations to deliver impactful outcomes.
- Mindset:
- Customer-Focused: Always prioritize customer needs and deliver value that aligns with their goals
- Proactive: Take initiative, own tasks, and solve problems independently
- Strategic Thinker: Focus on big-picture outcomes and align efforts with long-term business growth
- Collaborative: Work effectively with others across teams and regions to achieve shared goals
- Adaptable: Stay flexible and handle changing priorities or challenges with ease
- Curious: Always eager to learn, improve, and find innovative solutions
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