Customer Success Manager
Permanent contract - Ghent
We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries, powered by Industry and supported by Lectra. Software, equipment, data and services… At Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry revolution with boldness and passion by providing best-in-class technologies. But it doesn’t stop there. By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers. And we’re always on the lookout for new tech-enthusiasts to join the team! With more than 50 years of experience and a presence in over 100 countries around the world, we are 3000 employees united by passion and driven by innovation. A unique journey awaits you at Lectra, are you ready to craft the future of technology together?
POSITION SUMMARY
Part of the Customer Success team, the Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. The Mission of the Customer Success Team is to increase sustainable proven value for both the Customers and Lectra. Ensuring customer satisfaction and delivering the best Customer Experience, which will change our approach to Customer Success at Lectra and be a key part of our global strategy and to accelerate our transition to SaaS model.
As a Customer Success Manager, you will be managing a few of Lectra customers, driving adoption and outcomes leading to renewals, expansion.
DUTIES AND RESPONSIBILITIES
Prevent churn and downsell
The Customer Success Manager analyzes customer data to identify the level of health and risk of non-renewal (solution/contract) or churn (subscription).
By having regular Customer Success Reviews with his customers, the CSM:
1. Get level of NPS, Customer satisfaction (CX) and potential improvements throughout the customer journey by driving survey
2. Assess the level of adoption, use and performance of our solutions
3. Assess the level of achievement of customer expected outcomes (CO), customer health
4. Assess the level of risk of rejection of our solutions and/or contract/subscription cancellation
5. Follow-up the level of our service deliveries to ensure that we deliver our services in accordance with our commitments
6. Follow-up unresolved open incidents and ongoing evolution requests
7. Report and alert any critical situation by using our tools and processes
Improve retention by increasing product adoption and customer engagement
The CSM contributes to improve customer satisfaction, experience, health and retention:
8. Drive customer adoption, engagement and expected outcomes with a Success Plan
9. Develop close intimacy and long-term customer relationships, organize regular touch points and visits.
10. Improve the perception of the value of Lectra solutions and services delivery
11. Ensure that customers are proactively and qualitatively supported by the support teams
12. Act as a link between the customer and the various departments at Lectra. Report delivery or technical issues to support teams when needed.
13. Report internal customer expectations and defend their interest.
14. Escalate customer queries to Corporate CSM team.
15. Monitor and coordinate actions until the improvement of customer health and the reduction of risk of non-renewal. Organize an open issue list reviews with customers.
Find upsell and cross-sell opportunities resulting in a high renewal rate and an increased ARR
The CSM is to:
16. Identify upsell and cross-sell opportunities
17. Transfer them to Account Managers
18. Drive increased annual recurring revenues with the AM.
PROFILE
19. 2-5 years' experience in Customer Success Management and SaaS, in the Fashion/Automotive/Furniture industry preferably
20. Master’s degree in engineering or business.
21. Passion for the fast-growing SaaS industry
22. Solid technical background with hands on experience in complex solutions management
23. Excellent interpersonal and communication skills to build effective relationships with customers and with other members of the account team.
24. An ability to grasp customers’ needs and suggest timely solutions
25. Strong analytical and problem-solving skills
26. Strong ability to align technical concepts & features to business needs
27. Knowledge of customer processes in Fashion industry as a plus
28. Process and experience mapping knowledge is a plus
29. Knowledge of Lectra solutions as a plus
30. Experience using CRM or CSM tools as a plus
31. Fluent in English, an additional language would be a plus
TRAVEL
32. The position is based in Belgium or Estonia (offices in Ghent or Tallin)
33. There will be up to 50% of travel to customer sites/Lectra offices in mainly EMEA North