Informacje o stanowisku

The Acoustic DemandTec Customer Success Manager (CSM) performs a key role in driving the health, retention, and growth of DemandTec Retail clients- measured by various indicators of customer health including NPS (Net promoter Score) and by the Gross Renewal Rate (GRR),
Primary Responsibilities

• Work with your assigned clients to build a mutually agreed upon ‘Success Plan with performance objectives and critical milestones
• Build and sustain relationships with key stakeholders and decision makers, including C-level executives in assigned accounts with the goal of becoming a trusted advisor throughout the client base
• Conduct Executive Business Reviews to understand current adoption and deployment, business relationship and general issues and leverage them to better position Acoustics full portfolio for expansion
• Facilitate the involvement of the broader DemandTec family including Support, Product Management, Product Development, Services, Marketing, Partners and Solution Engineering to ensure client success and to meet account performance objectives / customers expectations
• Work with clients and Marketing to create referenceable accounts, case studies, webinars and more
• Drive attendance to DemandTec events
• Encourages participation in global and regional user events; leverages online and in-person customer events to share leading best practices
  
  

• Track record of exceeding renewal targets and client satisfaction ratings
• Ability to articulate to clients a clear return of investment and maintain high customer satisfaction ratings measured through NPS
• Drive customer satisfaction by aligning with the clients Key Performance Indicators (KPIs)
• Drive Customer References, Webinars & Case Study generation
  
  

• Become a trusted advisor to our clients
• Establish regular communication cadence with internal and external key stakeholders including C-suite
• Coordinate activities throughout client lifecycle including ongoing education, services, and operational delivery objectives
• Experience negotiating high value, multi-year agreements
  
  

• Educate clients on the offering strategy and roadmap and provide advice on how to best leverage the offering based on understanding of client needs
• Solicits client feedback on solution and provides input to Services, Support, Development, Operations and Offering Management
• Drive Save action plans around at-risk accounts
  
  

• Bachelors Degree
• 3-5 years experience in Customer Success, Account Management, Retail Pricing, or Merchandising
• Experience in Corporate Retail (merchandising), Consumer Packaged Goods/FMCG, Retail
• Strong interpersonal skills
• Proven track record of successfully selling and servicing customers and managing ongoing customer relationships
• Fluent and professional communication skills (verbal, written, and presentation) in English. Additional European languages beneficial
• Proficiency with Office productivity and CRM software
• Readiness to travel up to 25% annually

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