United States onlyYou 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.
- Escalation Protocols: 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.
- 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.
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.
Key Performance Indicators
| KPI | Description | Target/Comment |
| Gross Retention Rate (GRR) | Percentage of ARR maintained YOY. | Target is >95% |
| Net Retention Rate (NRR) | Sum of GRR and incremental ARR from upsell and renewals. | Target is >105% |
| Net Promoter Score (NPS) | Indicator of customer satisfaction and their likelihood of recommending the platform. | Benchmark against industry standards |
| Customer Health Score | Composite metric combining usage rate, support interactions, and overall satisfaction. | Monitor and score monthly |
| Adoption & Value Delivered | Usage score, QBR completion, product penetration. Number of QBR or Usage % if TG data allows. | TBD |
| Advocacy/Reference Activity | References, case studies, reviews | ≥ 1 per quarter |
Applying to this job the candidate consents that his/her data are treated by ToolsGroup in compliance with the GDPR n. 2016/679 ToolsGroup-B.V._FINAL_Transparency-Document.pdf\">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.
