Customer Success Manager

3 months ago

Atlanta, United States Abacus Full time
Customer Success Manager
Location: North East Atlanta area, GA
Job Title : Customer Success Manager (CSM)
Job Type: Permanent, full-time
Requirement: To work as part of our Atlanta team to help our major retail customers (such as Macy's and O'Reilly's) implement and run Enactor's advanced store systems. Our retail products are based on a flexible java-based Toolkit and large library of functional components that offer a unique approach to integration, customization and long-term application ownership.
bout our company
We are an innovative software company of about 150 people rapidly becoming one of a small number of leading global suppliers of store applications and solutions to Tier 0 and Tier 1 international retailers. Our HQ is in London UK.

We specialize in flexible, micro-services based store solutions that are deployed in Department Stores, Food, Fashion, Hospitality, Stadiums, Luxury bands and General Merchandise. Our software products include: Point-of-Sale (POS), Self-Checkout solutions, Order Management, Inventory Management and more. We sell and deliver these products under traditional licencing models as well as providing them through hosted services (SAAS) in AWS.

Our unique software technologies offer our clients rich applications but also process-based development tools as part of the application suite. Using the Enactor Toolkit business events and actions are understood and managed as processes across the enterprise and represented visually. These smart design tools, together with reusable libraries of components, mean that application development and integration becomes a drag-and-drop exercise. The combination of the Toolkit and software libraries within the Enactor solution gives retailers a unique ability to react and adapt their applications in a changing and highly competitive retail landscape.

Our customers include major retailers such as: Harrods (UK), Fraser Group (UK), CentraI Group (Thailand), JYSK (Europe), El Palacio (Mexico), O'Reilly Autoparts (USA), Macys (USA).

We have main offices near London in the UK and in Columbo and Galle in Sri-Lanka and employees in different parts of the USA. We are in the process of opening a new office in the north east Atlanta area of the USA.

Job Description
This senior position is a hands-on role dedicated to helping our Tier 0 and Tier 1 retail clients implement the Enactor applications and systems in their businesses. You will be working with business analysts, technical and business people inside our customers to define and organize the implementation of application configurations, application enhancements, customizations and technical integrations between systems.

The role reports to the head of delivery in the UK and will work closely with colleagues in the USA, UK and Sri Lanka to manage the implementation of Enactor software and systems into new and existing clients. You will be responsible for the working relationship with Enactor customers in the USA and Mexico with both project and on-going relationship responsibilities.

Much of the time the role will work with our customers and partners performing project management activities and coordinating and organizing initial software implementations. However the role seeks to encourage long-term relationships with Enactor's customers and is responsible for the success of follow-on projects with customers and the overall success of our solutions inside a customer.

During initial projects the role is primarily one of project management and coordination and participation in business analysis and workshops. For example workshops defining functional requirements in the area of POS, store inventory and customer systems. During this phase the role will work closely with the Enactor Product Specialist allocated to a customer and the Delivery Managers in Enactor's product and development teams in the USA, UK and Sri Lanka.

After initial projects the role focuses on being the main point of contact for the on-going organization of implementation, training and development activities. We want our Customer Success Manager to maintain long-term relationships with clients and help us deliver better solutions and outcomes for them.

We believe that this role is an exciting opportunity to join us as our organization continues to grow and be intimately involved in various projects, making a real impact. Overall you will play a key part in the management of key projects and working with the rest of the organization deliver product, knowledge transfer, customisations, developments and software integrations into our clients. You will maintain long-term relationships with clients and help them get the best out of Enactor and its software.

Requirements
detailed knowledge of retail store processes and how they are implemented and supported by IT systems is vital and over time you will be expected to become expert in the management of the implementation of the Enactor applications and orchestration of the activities involved.

The job is a senior role and consequently the individual must be able to handle themselves with confidence both within Enactor and with senior individuals within our customers and partners. Proven organizational and presentation skills and the ability to get a grip on complex projects is key.
Day-to-day the job will be to understand what our customers want to achieve with Enactor's products and services and to organize and manage resources to achieve what is needed. You will love the challenge of solving problems and will want to "get-under-the-skin" of what the customer is looking to achieve. The role is more than a project management role. A successful CSM will have a thirst for application knowledge and together with Product Specialists, Consultants and Technical Architects will play an active role in the "solutionizing" of Enactor's deliverables.
Establishing effective day-to-day working relationships with Enactor's project delivery teams, developers and other technical teams such as th Product Specialists, Technical Architects and Delivery Managers will be crucial. Enactor is a highly technical set of products and a key part of the role will be to coordinate all the resources in the business that are necessary to implement our systems.

The role requires an experienced and proven individual who has at least 10 years in a similar role working with retail store system applications and systems.

Key Competencies
  • Experienced Project Manager / CSM with track history in a similar role
  • Good knowledge of store systems such as POS, Clienteling, Loyalty and store payment systems
  • Excellent team / group management abilities
  • Desire and ability to maintain strong professional relationships
  • In-depth knowledge of the analysis, design, implementation and evaluation of IT systems
  • Proficiency in writing and presenting technical documents
  • Good analytical skills with an aptitude for problem resolution
  • Reasonable knowledge of Cloud-based technologies, systems, related activities and constraints
  • Experience with Jira and Confluence


Responsibilities
  • Formulate and maintain comprehensive project implementation plans
  • Identify potential project and implementation issues and handle/escalate
  • Maintain Jira tasks and workflows and documents in Confluence
  • Organize and maintain programs of training, assistance and knowledge transfer to customers
  • Organize, participate in and document "Functional Workshops" with customer stakeholders
  • Organize application training sessions with different levels of business and technical staff
  • Organize customer "side-by-side" application configuration sessions
  • Maintain functional gap analysis and help produce Business Requirements Documents
  • Work with development teams to organise production of technical solutions and specifications
  • Maintain issue lists and ct as escalation point for customer project management issues
  • Organize activities with infrastructure teams to coordinate the smooth delivery of infrastructure
  • Coordinate with other departments to solve issues such as performance, security and stability
  • Communicate effectively to all levels of our customer base and external partners
  • Share information and consult with other team members
  • Work with the Enactor support teams to report regularly on support issues
  • Formulate long term initiatives to improve customer satisfaction and service


Ideal Candidate Profile
  • Proven track record in a senior software delivery role and project management
  • Previous experience working for a retail systems software provider as project manager or similar
  • BSc/ BA in computer science or equivalent
  • Reliable and able to work to deadlines, with the ability to self-organise
  • Demonstrate a wider business awareness and understand the impact within overall business
  • Self-managed and motivated to work under own initiative
  • Think and act beyond the scope of immediate responsibilities
  • Strong team player that builds supportive, open and encouraging relationships
  • Flexible in their approach to working hours and commitments
  • Mature in their understanding of clear business process and encouraging of best practise.

Please note. This is a senior position and is part of a new and vitally important USA based team which is composed of just a few individuals. Consequently it is based on face-to-face collaboration and visible on-site participation and leadership. As such this is an office-based position.

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