Customer Success Manager

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
• Encourages participation in global and regional user events; leverages 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 of 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 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.
• Solicits client feedback on solution and provides input to Services, Support, Development, Operations and Offering Management
• Drive Save action plans around at-risk accounts

Requirements

• Bachelor’s Degree
• 3-5 year’s 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.