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Customer Success

Boston, Massachusetts Customer Success

About Us

ToolsGroup is the world’s most experienced provider of market-driven demand analytics and supply chain optimization software. Having been high performing for more than 20 years, we have a loyal global customer base of more than 300 customers worldwide in more than 44 countries and an excellent reputation for delivering high quality product and superior results.

ToolsGroup is recognized in multiple Gartner Magic Quadrants and Nucleus Value Matrices. Our solutions include Demand Analytics, Planning and Sensing, Inventory Optimisation and DRP. Our unique “Powerfully Simple” approach supports highly intelligent decision-making, combined with ease-of-use.

 

About the Role

As a ToolsGroup Customer Success Director, you’ll be responsible for the complete post-sale success and fulfilment for an assigned portfolio of ToolsGroup Customers. It’s the Customer Success Director’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 Success Director will identify and leverage company-wide resources to address any customer satisfaction, growth or renewal risk opportunity in their portfolio. The Customer Success Director will be responsible for renewals and account expansion opportunities, leading commercial negotiations and drawing on ToolsGroup management as needed. The Customer Success Director will work closely with the Professional Services team that is assigned to accounts to ensure solution and customer operational health. This is a quota carrying, individual contributor role.

Main Responsibilities

  • Take control of new client relationships once the Sales Team has a signed contract with the customer
  • Own overall client relationship across onboarding/implementation, training, support, and retention
  • Collaborate cross-functionally with Professional Services, Sales, Marketing and Product Management to ensure a consistently positive customer experience
  • Ensures objectives, contingencies and timelines are clear to the ToolsGroup team, holds effective meetings and escalates appropriately to ensure business goals are achieved
  • Recognize expansion opportunities and effectively communicate them to Sales counterparts to bring to closure
  • Develop strong understanding of client organization by building a trusted advisor relationship with all key decision makers and influencers across each customer through regular interaction
  • Lead product presentations and demonstrations to clients via phone, online, and in sometimes in person meetings
  • Maintain and grow relationships with clients by matching client needs with our products and services initiate and lead sales conversations aligning client needs with our solution suite
  • Ensure excellent renewal rates through organized account management, customer service and forecasting
  • 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
  • Conduct regularly scheduled periodic meetings with assigned accounts to gauge satisfaction - ensure reference ability
  • Help develop client case studies and testimonials

 

Requirements

  • Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem solving.
  • At least 7-10 years of experience in a SaaS/Enterprise Software Account Management or Client Services and/or
  • 3-5 years of experience in a customer facing role in the Supply Chain Software industry
  • Experience in sales, customer success, consulting, software implementation and/or account management with demonstrated ability to hit performance targets
  • Experience in one or more of the following industries: Retail, CPG, Wholesale/Distribution, Manufacturing/Industrial, Aftermarket
  • 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 understand, outline, and negotiate SOWs. You will not write the SOWs.
  • Experience in commercial contract negotiations
  • 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, Supply chain, technical, or related field
  • Ability to travel 25%, post-Covid, not weekly
  • Remote or Office (Boston or Irvine, CA) – No relocation required, no preference

 

Why Join ToolsGroup?

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, flexible work schedules and most importantly… the opportunity to surround yourself with the very best and brightest from around the globe.