Customer Success Manager - EMEA - Manufacturing

Customer Success Manager – EMEA – Manufacturing

Customer Success Manager – EMEA – Manufacturing

Apply locations: London, Munich, Warsaw
Time type: Full time
Posted on: Posted Yesterday
Job requisition id: 251171

The Customer Success Manager is responsible for the overall Blue Yonder adoption journey for a collection of strategically important customers within the Blue Yonder EMEA Region. CSMs coordinate with cross-functional internal teams on behalf of their customers to drive value, promote customer satisfaction, and increase deployment and utilization. They engage customer stakeholders across hierarchies and act as a trusted point of contact for their assigned accounts.

Key Responsibilities

1. Drive customer success strategies into their customers to achieve adoption and expertise within JDA solutions.
2. Serve as the primary point of contact for any non-commercial relations and general escalation management.
3. Monitor and drive adoption metrics (i.e. deployment, utilization, and value realization).
4. Understand customers’ industry and business processes.
5. Own strategic customer account meetings and regular check-ins.
6. Develop and manage a long-term adoption and value realization plan for each customer.
7. Assess customer engagement by evaluating ongoing customer satisfaction and tracking NPS.
8. Provide value-added recommendations to customers on industry trends and best practices.
9. Build and maintain relationships with key C-Level customer sponsors.
10. Lead, schedule, and prepare for business reviews with JDA stakeholders.
11. Serve as a customer advocate in driving industry and JDA best practices.
12. Perform business development within their accounts identifying cross-selling and up-selling opportunities.
13. Identify strategic risks and take action for resolution.

Specific Goals

1. Customer adoption of SaaS technology.
2. Customer referenceability including speaking at JDA events, case studies, etc.
3. Customer SaaS solution expansion.
4. Driving value for clients via specific QBRs leveraging value-based metrics of clients\‘ SaaS solutions.

Key Activities

1. Communicating with senior executives at strategic accounts.
2. Developing customer success roadmap.
3. Conducting scheduled customer check-ins.
4. Driving periodic business reviews.
5. Monitoring customer performance and relationships.
6. Establishing role as trusted advisor.
7. Liaising with JDA internal resources as required.
8. Curating appropriate product and industry information, and relevant JDA news for their customers.
9. Overseeing customer success value metrics workshops.

Requirements

1. 10+ years of consulting, professional services, implementation, customer success management, or account management experience.
2. Ability to travel within the region up to 60% of the time to be onsite with customers.
3. Excellent written and verbal communication & presentation skills.
4. Strong negotiation and stakeholder management skills.
5. Experience in interacting with C-Suite Executives.
6. Ability to work in a fast-paced, entrepreneurial, results-oriented culture.
7. Data-driven with a commitment to drive/track consistent engagement process.
8. Strong business and analytical acumen.
9. Knowledge and understanding of SaaS technology landscape.
10. Degree standard qualification.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

About Us

Who are we?
We are a proven, passionate bunch of disruptors. Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet. Collaboration, respect, and a great work-life balance earned us the title of \“Best Place to Work – Employees\‘ Choice\“ by Glassdoor. Our people are smart, creative, rock stars with over 400 patents and 10,000 years of domain expertise.

What do we do?
Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers, and logistics providers to seamlessly predict, pivot, and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder – Fulfill your Potential.

“Blue Yonder” is a trademark or registered trademark of Blue Yonder, Inc. Any trade, product or service name referenced in this document using the name “Blue Yonder” is a trademark and/or property of Blue Yonder, Inc.

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