Customer Value Manager

1. Customer Relationship Management
   • Trusted Advisor Role: Establish and nurture long-term relationships by understanding the customer’s strategic supply chain challenges and goals.
   • Regular Engagement: Execute scheduled business reviews to assess outcomes, gather feedback, and identify adjustments needed for continued success.
   • Report on value attainment: Quantifiable outcomes (i.e. ROI, service level and inventory targets, etc.) reported to customers regularly.
2. Onboarding & Training
   • Tailored Onboarding: Partner with the Professional Services team to guide customers through onboarding, ensuring a smooth and efficient implementation of our supply chain planning software.
   • Empowerment through Education: Lead training sessions, demonstrations, and webinars to ensure high adoption and ease of use of the software.
3. Retention & Expansion
   • Customer Health Monitoring: Use quantitative and qualitative metrics to evaluate product usage, adoption of core features, and overall customer satisfaction.
   • Proactive Account Management: Identify potential risks early on, manage churn, drive renewals, and uncover opportunities for upsell and cross-sell—especially when new supply chain functionalities are introduced.
4. Product Advocacy & Feedback Loop
   • Voice of the Customer: Act as a representative of the customer to the product and engineering teams, ensuring that supply chain needs and improvements are factored into the roadmap.
   • Insightful Reporting: Develop and present dashboards that capture product usage, engagement levels, and success metrics aligned with supply chain performance improvements.
5. Issue Resolution & Support Coordination
   • Rapid Problem-Solving: Coordinate with technical support and engineering to resolve customer issues quickly, minimizing disruption in supply chain operations.
   • Escalation Protocols: Implement standardized escalation procedures to ensure timely intervention for critical issues.
6. Renewals & Upsells
   • Upsell: Identify and close opportunities for upselling.
   • Renewals: Ensure timely renewals of customer subscriptions.

• Bachelor's degree or equivalent experience in Business, Marketing, Supply Chain Management, Inventory Planning, or related field.
• 3 years of proven experience in Customer Success, Account Management, or a related customer-facing role with a track record of meeting and exceeding customer satisfaction and retention goals.
• Strong understanding of supply chain processes, with experience in demand forecasting, inventory optimization, and replenishment planning.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Familiarity with CRM platforms (i.e., Salesforce, HubSpot), data analytics tools, and training/demo software.

• Leadership. To lead initiatives that will help achieve goals faster.
• Problem-solving. Since your time will be spent solving users’ obstacles and finding the right solutions.
• Communication. Since this is a very client-facing job, your ability to communicate effectively at all levels, is essential to perform well.
• Empathy. To understand your customers.
• Industry knowledge. To be helpful, you must familiarize yourself with your customer’s business model and common pain points.
• Technical savviness. So, you can deeply understand your product and ensure that users are on the right track.
• Collaboration. The best Customer Success teams regularly collaborate with sales, marketing, and support teams to exchange data and create more thoughtful strategies.

Applying to this job the candidate consents that his/her data are treated by ToolsGroup in compliance with the GDPR n. 2016/679 GDPR and Transparency Document

U.S. applicant notice: This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. ToolsGroup is CCPA/CPRA compliant.