Customer Success Manager - Supply Chain SaaS

Excellent opportunity for a committed Customer Success Manager to join our RELEX family, ideally in the CST or MT time zone in the US! You’ll join a diverse team who will help you succeed in your new role. This team ensures every customer gets the most value from our solution, all while maintaining healthy margins and SaaS revenue to support our accelerated expansion into North America. In this role you will help the team achieve this goal by building high quality customer relationships, leading KPI target discussions, improving NPS scores, and actively pursuing incremental SaaS from renewal, upsell, and cross sell opportunities to expand and evolve how robustly we serve our customers.
Candidates must have an understanding of Mfg. / CPG and/or Retail supply chain and have experience working with or supporting one or more of the following areas;
Demand planning, forecasting and replenishment
Space planning & Assortment
Category management and Merchandising
Price and promo optimization
Retail or CPG supply chain
NOTE: The ideal candidate is comfortable working as a trusted advisor, providing strategic guidance and support to leaders. Additionally, you have commercial experience in SaaS, either as a provider or customer. This is essential to success in this role!
Our Customer Operations team partners with customers and support their diverse needs. Throughout the sales experience, they develop and deliver projects, optimize how our solution is used and ultimately keep our customers happy and help them achieve their goals. Their relationship-building skills and retail/supply chain knowledge are second to none. A dynamic team that embraces change and loves being part of our exciting tech atmosphere.
Customer Success Manager, and this is some of what you’ll be doing:
Having your finger on the pulse of your customers operations and business strategy - measuring satisfaction, asking about challenges, and offering help when needed
Working with your customers with a strong consultant mindset to understand and optimize their business processes and identify areas of opportunity to increase sales, reduce costs and maximize the efficiency of in-store operations
Monitoring customer's key performance metrics and taking the necessary actions to improve them
Facilitating recurring steering meetings to align with customer's business-strategy and RELEX road map
Working closely with Service Delivery Manager to plan and coordinate version upgrades
Manage customers solution improvements and work directly with RELEX Value Development team
Providing thought leadership, innovation, and having the confidence to challenge business strategy with your customers
Primary escalation points for business operations, secondary for IT
Administrative functions such as reporting and invoicing billable activities
We're looking for:
Minimum 2+ years of relevant work experience in SaaS Customer Success Management, IT Service Management, Management Consultancy, Supply Chain Management, and/or Account Management role operating or supporting one of the key areas above