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Customer Success Manager

4 months ago

New York, United States Trace One Full time

Trace One is a global leader in Product lifecycle management (PLM) and compliance solutions within the process manufacturing and retail CPG space. With more than 30 years of industry expertise, we deliver innovative and scalable solutions that support the entire product manufacturing lifecycle and equip our customers to thrive in new markets. Serving more than 9,000 brand owners worldwide, Trace One is committed to delivering the best in every aspect of business, including solutions, data standardization and access, customer success and social and environmental responsibility.


Customer Success Manager


Role


You will be the Customer Success Manager for several key accounts in the U.S.

Within the Customer Success department and in an international and multicultural

environment, your mission as a Customer Success Manager is:


  • Build a close relationship with your Retail customers and increase their adoption and satisfaction in order to contribute to their retention.
  • Collaborate with your Retail customers on the Supplier adoption.
  • You determine the most effective way to retain customers over the long term and make them as efficient as possible in using our products.


Main responsibilities


  • To be the primary point of contact for your customer account for daily system usage and adoption related matters working closely with the account manager to ensure zero churn.
  • To become product expert in the solutions used by our customers.
  • You will be responsible for creating the customer success plan for your account/s. This will require you to identify and understand the customer’s key objectives and initiatives driving their business in order to define and implement the customer retention strategy.
  • Understand your clients' organization.
  • Collaborate and coordinate with other departments within Trace One to ensure your customer’s system objectives are met.
  • Prepare and deliver product demos/release notes for product roadmap releases.
  • Prepare and deliver product demos to meet ad hoc training needs/upsell opportunities and thus ensure the adoption of Trace One solutions.
  • Take charge of customer requests and follow-up until they are resolved and involve other necessary departments.
  • Determine and track customer KPIs and implement corrective actions and demonstrate productivity impacts.
  • Prepare and lead steering committees and monthly activity follow-ups in collaboration with the Account Manager/s.
  • Respect the processes and best practices in force.


As part of working with your Retail accounts you will need to be informed of the progress of the Supplier adoption:


  • Work closely with the onboarding and Training team where relevant to ensure the Supplier has had training on Trace One solutions.
  • On occasion this may require collaborating with the Supplier to provide them with training, coaching and support after their onboarding.
  • Monitor the key KPI’s for Supplier adoption.


Hierarchy and interactions

  • Reports to the NENA Lead Customer Success Manager.
  • Interacts with the following departments: Account Manager, Support, Professional Services, and Product Team.


Requirements


  • English is a must.
  • Experience using office tools such as Microsoft Excel and PowerPoint.
  • Excellent presentation skills.
  • Excellent analytical skills.
  • Excellent oral and written communication skills.
  • Be customer driven and focused.
  • Be a fast learner.
  • Be adaptable.
  • Be able to work in a team.
  • Be highly organized and proactive.


Educational background


  • A degree in food science and technology,
  • experience in the food retail sector or experience as a Customer Success Manager in a SaaS


Trace One is an equal opportunity employer