Senior Customer Success Manager

1 day ago

Chicago, United States Lucas James Talent Partners Full time

We are partnered with Tacton to find them their next Senior Customer Success Manager. As our next Customer Success Manager, you will be responsible for building and maintaining strong, strategic relationships with several of our key enterprise customers, ensuring they achieve maximum value from their investment in our CPQ (Configure, Price, Quote) solutions. This role is essential for our business model by overseeing the entire customer lifecycle, from onboarding and implementation to renewal and expansion.


Our view of the Customer Success Manager is to be the owner of your customer portfolio. It’s a position ideal for a dynamic individual who thrives in customer-facing roles and has a strong background in enterprise software solutions for the manufacturing industry. The successful candidate will have a passion for delivering customer value, exceptional problem-solving skills, and the ability to translate customer needs into actionable strategies for success.


Key Deliverables

Customer Relationship Management: Serve as the primary point of contact for several of our larger customers, maintaining strong relationships with upper management across both IT and business departments.

Drive the Customer Journey: Lead customers through the full lifecycle, from onboarding to value realization, ensuring maximum satisfaction and return on investment.

Collaboration with Sales: Partner with the Sales department to identify opportunities for upsell, expansion, and renewals, ensuring alignment with business goals.

Collaboration with Support Functions: Work closely with Support teams to address customer needs, resolve issues, and ensure the success of customer engagements.

Customer Adoption: Take responsibility for driving product adoption, ensuring that customers derive maximum value from their CPQ (Configure, Price, Quote) solutions.

Churn Reduction: Proactively manage customer accounts to mitigate churn risk, ensuring that customers are satisfied and consistently realizing value from their subscriptions.

Enable Expansion: Identify opportunities for business growth within your customer base and collaborate with relevant teams to enable expansion of products and services.

Subscription Renewals: Secure subscription renewals by ensuring continued customer success and satisfaction, delivering a positive return on their investment.

Value-Driven Implementation: Support value-based implementations that align with a wide range of business needs, ensuring that solutions deliver on customer expectations.

Trusted Advisor for Customers to realize the strategic objectives outlined with increasing support from Tacton over time. This may be the most important aspect of the role.


Experience and/or Education

University/College Degree in Engineering or Business

Bachelor's degree in relevant field


Qualification

  • Proven experience of working with companies in the manufacturing industry
  • Proven experience in Customer Success, Account Management, or similar client-facing roles, with a focus on enterprise SaaS (Software-as-a-Service) solutions.
  • Excellent communication and relationship skills with upper management and C-level across IT and Business functions in customer organizations
  • Strong knowledge of Business Processes engineering, large IT landscapes and System Vendors
  • Possess consultative solution skills, with the ability to clearly articulate ROI, helping customers revolutionize their processes, achieve growth, and enhance competitiveness
  • Demonstrated success in driving customer adoption, securing renewals, and upselling in a B2B environment.
  • Familiarity with CPQ or other enterprise software solutions is highly desirable.
  • Ability to work collaboratively with cross-functional teams, including Sales and Product Management, to ensure customer success
  • Excellent written, verbal, and presentation skills in English (German is a plus)


Skills and Attributes

You are a hands-on, self-directed person who plans, prepares and executes in your role both from a delivery perspective and also see/envision future demands. You are comfortable working with both engineers, IT professionals, C-level and you are an excellent team player. You can travel when required.


Other Specific Preferred Requirements (licenses, Certifications, Specialized training)

We are looking for you who, like us, get highly motivated when a customer is progressing on their customer journey, who loves to solve challenges and who lives and breathes customer value creation in complex context. We are looking for you who have documented experience of managing customer accounts from a Customer Success Management or Customer Implementation perspective. We also expect you to have a professional background that enables you to build strong relationships with our customers.


Guiding Principles (Culture Value Behaviors)

The guiding principles of Tactonites are defined moral values that set our standard for behavior, attitude, and actions within our work environment. They guide us in, how to act and treat each other and our customers to go about our business.

Tactonites are Collaborative, Trustworthy, Visionary, Customer-Oriented, and Engaged.

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