Direct message the job poster from Acoustic
Director, Global Talent Acquisition at Acoustic
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 Acoustic's 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.
* Encourage participation in global and regional user events; leverage online and in-person customer events to share leading best practices.
Key Success Criteria
* Track record of exceeding renewal targets and client satisfaction ratings.
* Ability to articulate to clients a clear return on investment and maintain high customer satisfaction ratings measured through NPS.
* Drive customer satisfaction by aligning with the client's Key Performance Indicators (KPIs).
* Drive Customer References, Webinars & Case Study generation.
Communication/Negotiation:
* Become a trusted advisor to our clients.
* Establish regular communication cadence with internal and external key stakeholders including C-suite.
* Coordinate activities throughout the client lifecycle including ongoing education, services, and operational delivery objectives.
* Experience negotiating high-value, multi-year agreements.
Problem Solving:
* Educate clients on the offering strategy and roadmap and provide advice on how to best leverage the offering based on understanding of client needs.
* Solicit client feedback on the solution and provide input to Services, Support, Development, Operations, and Offering Management.
* Drive Save action plans around at-risk accounts.
Requirements
* Bachelor's 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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Software Development
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