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Customer Success Manager

1 month ago

Burlington, United States Nedap Full time

Nedap, iD Cloud Platform, North America Position: Customer Success Manager


Your Opportunity:

As the Customer Success Manager, you will be responsible for driving product adoption, retention, and growth by delivering high levels of business value, and cultivating deep customer relationships with some of the world’s most iconic Retailers. This energetic person will be responsible for the adoption of our iD cloud product. You will work closely with our Account Management team to develop and execute strategic account plans, deliver business reviews, and drive overall customer satisfaction of your customers.


What you will do:

  • Develop a trusted advisor relationship with customer stakeholders to drive product adoption and ensure they are leveraging the solution to achieve full business value
  • Work with Account Management to demonstrate business value by driving quarterly business reviews; measuring business value, penetration, usage, and adoption
  • Closely manage and nurture accounts to identify and eliminate risk of attrition
  • Partner with internal Nedap Retail stakeholders to align account activities with the customer’s business case and strategy
  • Ensure customers are aware of and educated on new features and releases.
  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
  • Deliver periodic customer health-checks
  • Identify renewal risk and collaborate with Account Management to remediate and ensure a successful renewal
  • Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of iD Cloud products and services


Your Qualifications:

  • 5+ years of customer success or account management in SaaS or similar industry
  • Broad knowledge and experience in Sales and Marketing processes and systems
  • General knowledge of cloud architecture as well as IT landscape a plus
  • Excellent communication skills, including issue tracking, triaging and crisis management
  • Experience in any of the following a plus: Process Improvement, Decision Making, Managing
  • Processes, Planning, Analyzing Information, Developing Standards
  • Ability to efficiently manage multiple customer projects simultaneously
  • Effectively communicate technical information to non-technical audiences
  • Delivers informative, well-organized presentations


What you can expect from us:

  • High level of autonomy
  • Entrepreneurial environment with a high energy and dynamic team
  • Career growth within one of the leading RFID companies in the world
  • Competitive Salary, Flex PTO Plan and robust benefits package


Requirements:

  • Must be available to work in the Burlington office 50% of the time
  • Must love to travel domestically and abroad. Travel 30-40%.
  • Must hold a valid US drivers license, passport and be eligible for US employment.
  • Must be able to comply with Covid protocols domestically and abroad
  • Able to stand, sit, type, view monitor(s), use phone or other communication devices for

an extended period of time and safely lift 20-50 lbs



About Us

  • Nedap Retail is a division of Nedap that develops innovative solutions for retailers across the globe. Originally founded in 1929 in the Netherlands, Nedap has expanded as a global company, taking the leading position as the #1 RFID platform in the world. By providing our solutions for inventory management and loss prevention, we make it possible for retailers to guarantee that they have the right product available at the right time for their customers. In order to achieve this, Nedap Retail develops “state-of-the-art” RFID hardware and Cloud-based software services. Our vision is simple: perfect inventory visibility, no waste, no losses.
  • iD Cloud is a cloud-hosted software solution based on RFID-technology which makes it possible to automate in-store stock management – resulting in optimal merchandise availability for customers and an in-store and digital stock accuracy of over 98%.

Nedap is an Equal Opportunity Employer

  • * Nedap takes the safety and well-being of our personnel very seriously. Business travel during COVID is discouraged and subject to company COVID Prevention Policy and CDC guidance.