The Customer Success Manager (CSM) will ensure that E2open s solutions are delivering value to customers and will be responsible for high customer retention rates. In this function, the CSM will manage multiple large customer accounts, advising customers on production support, adoption and solution value. The CSMs will work together with sales, services and global support, managing resolution plans that balance customer needs and company recommendations. The candidate will have excellent communication, organization, analytical and problem solving skills. The CSM must be adaptable, detail- oriented, and willing to travel up to 25% to meet with internal teams or customers.
Achieve high customer retention rates.
Define criteria for solution adoption and help customers achieve high adoption on E2open software.
Oversee production support process. Lead and guide a team of operations and support engineers.
Analyze and help customers achieve high utilization of deployed solutions.
Build relationships and earn the trust of customers, understand their requirements and act as an advocate and escalation point.
Ensure critical customer issues are addressed quickly and effectively by collaborating with Product Development, Professional Services, Cloud Operations, and Quality Assurance in a global environment.
Work with sales and executives to participate in business and operational reviews with customers.
Follow and ensure process standardization and manage multiple accounts.
Bachelors or Masters Degree in Computer Science/ Information Technology / Supply Chain / Operations / Engineering / Business or equivalent.
10+ years of experience in Customer Success Management / Professional Services / Development / Sales / Customer Support or equivalent.
Experience building relationships with various levels of stakeholders in large enterprises.
Business functional knowledge of Supply Chain, Channel Data Management or Incentives in a lead role with 5+ years of experience.
Excellent interpersonal and communication skills.
Must be able to work well both in a team environment and independently under minimal supervision.
Experience at a global software or consulting firm is a plus.
Previous experience of growing customer adoption and preventing customer churn a big plus.
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