Customer Value Manager
ToolsGroup · United States · 4 mo ago
RemoteRemoteManufacturingFull-time
About the Role
You play a crucial part in ensuring the success, satisfaction, and retention of our valued customers who utilize our supply chain software. A Customer Value Manager’s goals include ensuring our customers implement and utilize our software to achieve superior results by improving supply chain performance. A Customer Value Manager empowers customers to achieve target business outcomes while driving retention, consumption upsells and provides meaningful feedback for product development.
Main Responsibilities
- 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.
- 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.
- 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.
- 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.
- Issue Resolution & Support Coordination - Rapid Problem-Solving: Coordinate with technical support and engineering to resolve customer issues quickly, minimizing disruption in supply chain operations.
- Rapid Problem-Solving: Implement standardized escalation procedures to ensure timely intervention for critical issues.
- Renewals & Upsells - Upsell: Identify and close opportunities for upselling.
- Renewals: Ensure timely renewals of customer subscriptions.
Additional Qualifications
- 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.