Customer Success Manager (Europe)

  • LocationUnited Kingdom
  • Customer support
  • Full Time

Description

OVERVIEW: 

The purpose and mission of the Customer Success Management Team is to preserve the company’s current customer install base, while opening doors for additional opportunities for expansion and creating lifelong advocates in our customers. Our strategy and framework provide a way to keep customers engaged and obtaining value throughout the owning cycle, leading to improved retention rates and business growth.

As a Customer Success Manager, you own the ongoing customer interaction for assigned customer accounts. Must be able to work collaboratively and independently with assigned accounts within the customer base to help drive production adoption, increase customer business value, drive business outcomes, and ensure retention of customer accounts. The Customer Success Manager is a key contributor in our efforts to drive customer success and long-term customer relationships.

DUTIES & RESPONSIBILITIES:

  • Proactively manage portfolio of customers on a day-to-day basis
  • Partner with our sales, business consultants, professional services, customer support, product and marketing teams to drive customers towards value attainment and customer satisfaction throughout the customer lifecycle
  • Understand our customers’ business strategies, vision, and roadmap to help identify where our solutions can align to help them achieve their goals
  • Discuss current issues, challenges, and concerns regarding our customers’ services and solutions
  • Identify opportunities to further improve the customer experience, report to management on areas of improvement
  • Provide high satisfaction and a great customer experience
  • Tracking customer activities and flagging red alerts to higher management
  • Collect, update, maintain, and analyze key customer health metrics to accurately monitor customers’ health and risk of churn
  • Track customer product usage, stakeholder engagement, and other touch point parameters regularly
  • Generate reports and present to senior management on your customer portfolio behavior and performance
  • Identify and prescribe appropriate activities to support the customers’ needs that would effectively influence and mitigate risk of churn for assigned accounts
  • Educate and train our customers on our solutions and services
  • Support the Marketing teams with customer communication initiatives such as customer newsletters, webinars, social media, references, and case studies to improve our overall interactions with customers
  • Strengthen our relationship with our customers for an ongoing and successful partnership

CRITICAL CHARACTERISTICS & REQUIREMENTS:

  • Bachelor’s degree or equivalent experience
  • 2-5 years of sales, service, consulting, or similar customer facing business experience
  • 2-5 years of experience in a SaaS environment
  • Knowledge of supply chain planning systems functionality and technology
  • Expertise in supply chain challenges and business process, with best practices to overcome them
  • Experience in customer success, relationship management, or account management
  • Experience leading effective cross-functional teams by demonstrating strong communication, listening, team building, and conflict management skills.
  • Preferred but not required: project management experience
  • Communicates clearly and with authority, verbally, as well as written communication
  • Understand enterprise architecture environments
  • Preferred but not required: has experience working within Logility, Inc. solutions
  • Critical thinker with the ability to solve complex problems independently
  • Consultative style
  • Strong influencing and negotiation skills
  • Proactive with a strong eye for detail
  • Must be a team player
  • Empathy towards customer concerns
  • Self-driven and passionate about working with customers
  • Committed to performance
  • Travel for internal and customer onsite meetings as required (25% travel)
  • Leader by example, consistently demonstrating commitment to core values of passion, accountability, curiosity, and teamwork

Interested in joining Logility?

Learn more about what it’s like to work with us.

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