Customer Success Manager

We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries, powered by Industry 4.0 and supported by Lectra. Software, equipment, data and services... At Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry 4.0 revolution with boldness and passion by providing best-in-class technologies. But it doesn't stop there. By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers. And we're always on the lookout for new tech-enthusiasts to join the team! With more than 50 years of experience and a presence in over 100 countries around the world, we are 3000 employees united by passion and driven by innovation. A unique journey awaits you at Lectra, are you ready to craft the future of technology together?

For more information, please visit www.lectra.com.

As Customer Success Manager, you are responsible for creating and maintaining successful partnerships with our customers and ensuring they utilize the value of our solutions and services. You have a strong knowledge of furniture and fashion manufacturing processes. You are business-minded and understand how to incorporate Lectra/Gerber solutions into a companies process. This position works cross-functionally with our Sales, Technical Sales, Finance, Marketing, and Professional Services teams to build relationships, expand adoption, drive renewals and growth, and ensure a great customer experience.

On Demand specific:

• Meet with assigned customers and internal implementation teams to ensure a smooth transfer to the Customer Success Manager.
• Work with internal teams on client processes, configuration, and requests.
• Provide customer feedback to product management for prioritization; communicate value in upcoming product releases.
• Leverage best practice processes to ensure customers are meeting their success goals.

Customer Success Management:

• Develop and manage client portfolio assigned by management.
• Assure the retention rate and drive potential upsell of the client.
• Stay in touch with assigned accounts to maintain the Lectra/Gerber relationship as a premier market leader
• Oversee support and services team delivery acting as the escalation point for customer issues and obstacles.
• Monitor, analyze, and share customer usage data.
• Proactively coach customers and deliver Customer Success Plans that enable fast adoption.
• Monitor account health and eliminate adoption gaps at the customers.
• Measure business outcomes and drive mutual success planning.
• Sustain business growth and profitability by maximizing value.
• Mediate between clients and the organization.
• Handle and resolve customer requests and complaints.
• Work closely with internal Finance team on contract renewals.
• Minimize customer churn.
• Manage the adoption and success of other Lectra/Gerber solutions, as defined by management.

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  • Bachelors Degree in Industrial/Operations Engineering, Project Management, or equivalent work experience.
  • 1 + year of Kaizen or Six Sigma experience preferred.
  • 5+ years of relevant experience in the manufacturing industry is a must.
  • 5+ years of successful account management, project management, sales, or customer training.
  • Six Sigma Green Belt level capabilities in identifying areas of opportunity.
  • Six Sigma Black Belt preferred
  • Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook
  • Prior use of products such as Salesforce.com, Microsoft Teams, and WebEx a plus
  
  
  
  

• Industry expertise and knowledge in Manufacturing in terms of strategy, business evolutions, challenges, and shared operational issues.
• Technical or business knowledge of the product development & cutting room processes.
• Exceptional communication, presentation, and problem-solving skills
• Able to analyze customer data to improve customer outcome and experience
• Self-driven and proactive nature
• Ability to work cross-functionally in a high-growth environment with attention to detail and a positive attitude
• Strong ability to align technical concepts & features to business needs
• Ability to deliver results with minimal direction
• Strong influencing skills and ability to build and maintain relationships with customers

Travel will range from 50 to 75% to customer sites/Gerber/Lectra offices.