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Customer Optimization Manager – Retail

US / Remote Customer Experience

About the Role

As a ToolsGroup Customer Optimization Manager, you’ll be responsible for the post-sale success and fulfilment for an assigned portfolio of ToolsGroup Customers. It’s the Customer Optimization Manager’s goal to make every customer successful by building a trusted advisor relationship and helping them achieve their business objectives using the ToolsGroup platform.

The Customer Optimization Manager will be responsible for ensuring solution adoption, value realization, and customer operational health. The Customer Optimization Manager will identify and leverage company-wide resources to address any customer satisfaction, growth or renewal risk opportunity in their portfolio.

 

Main Responsibilities

  • Own the overall customer experience including onboarding, training, support, and retention
  • Collaborate cross-functionally with Sales, Account Management and Product Management to ensure a consistently positive customer experience
  • Engage regularly with global support to understand customer issues/challenges and identify/assess opportunities to improve customer training and/or propose Premium Care support
  • Ensures objectives, contingencies and timelines are clear to the ToolsGroup team, holds effective meetings and escalates appropriately to ensure business goals are achieved
  • Value Planning, measuring customers’ business outcome attainment and re-aligning on objectives and action plans
  • Recognize expansion opportunities across assigned corporate accounts and engage Account Management for pursuit
  • Develop strong understanding of client organization by building a trusted advisor relationship with all key users and their management across each customer through regular interaction
  • Stay current on assigned Industry (Retail, CPG, Wholesale/Distribution, Aftermarket) trends and best practices
  • Conduct regularly scheduled periodic meetings with assigned accounts to gauge satisfaction - ensure reference ability
  • Provide product demonstrations and training to clients via phone, online, and in person meetings where appropriate.
  • Ensure excellent renewal rates by driving adoption, value, and customer satisfaction
  • Learn and maintain in-depth knowledge of ToolsGroup and related technologies, competitors, industry trends
  • Uncover and mitigate any risk that threatens each customer’s growth, satisfaction, or renewal; conceive and execute risk mitigation plans
  • Build a solid base of referenceable customer contacts within your assigned portfolio
  • Ability to articulate the value of service offerings to assigned accounts including KPI project
  • Help develop client case studies and testimonials
  • Draft Statements of Work for PSO engagements with established customers. Assist with Change Orders, as appropriate.

 

Requirements

  • Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem solving.
  • At least 5-7 years of experience in a SaaS/Enterprise Software Client Management or Professional Services and/or similar experience in a customer facing role in the Supply Chain Software industry.
  • Experience in customer success, consulting, software implementation and/or account management is preferred.
  • Experience in Retail industry strongly preferred.
  • Supply chain planning experience is a plus.
  • Outstanding presentation and communication skills (written and verbal)
  • Strong interpersonal skills and relationship building ability
  • Strong analytical and problem-solving skills for identifying client needs and developing solutions with all levels of clients
  • Ability to draft SOWs and outline project roadmaps
  • Demonstrated ability to seamlessly participate in discussions with business and technical leadership and grow relationships at all levels of an organization
  • Proficiency with Microsoft Office and Salesforce
  • Bachelor’s degree in Business Management, Supply Chain Management, Statistics and Operations Research, Mathematics, Engineering or related field, MBA preferred
  • Ability to travel 30%.

 

We are a team of people who are crazy about Supply Chain, Machine Learning and Success! You’ll accomplish great things at ToolsGroup and grow in ways you didn’t consider possible; you will do the best work of your career and form long-lasting professional relationships with people who are just as motivated and talented as you are.

 

Our benefits don't stop with competitive salaries, 401K matching with immediate vesting, comprehensive medical, dental, vision, and life/disability insurance. We also provide our employees with an annual performance bonus, commuter reimbursement, on-site fitness center, fancy coffee in tiny cups, lots of “groupie grub,” flexible work schedules and most importantly… the opportunity to surround yourself with the very best and brightest from around the globe.