Customer Success Director (Retail Industry) in Bracknell

Location: Virtual within EMEA

Travel: Ability to travel up to 60% to customer sites

Overview Of Blue Yonder

Blue Yonder is a global leader in AI-powered supply chain, retail, and commerce solutions, committed to transforming business practices through a seamless digital ecosystem that fosters collaboration and predictive insights. We empower businesses to navigate complexities and seize growth opportunities with our strategic innovation and deep industry expertise, backed by a strong presence in major cities and multiple Gartner® Magic Quadrant™ recognitions.

Scope of role

The role is split 50 / 50 between actively being a Customer Success Manager and Leading the EMEA CSM Retail Team. The Customer Success Management Team partners with our customers to ensure they are maximizing value from their Blue Yonder products. You’ll develop a deep understanding of the business operations and challenges of your assigned customers, understanding them in the context of their industry. You will build long-term relationships with both IT and business stakeholders, supporting them through their entire Blue Yonder journey. Internally, you will represent the voice of the customer, you will be a key member of the core account team, along with the Account Manager and Technical Account Manager. You will also be looking for opportunities to expand the Blue Yonder footprint and avoid potential attrition. If you enjoy driving real value, working collaboratively both internally and externally, in an energized and growing team, this role is for you.

The second part of the role is being a CSM leader/coach. The role will be a mentor to the EMEA Retail CSMs. Provide leadership, personal development and support the growth of the CSM EMEA Retail team.

How will you contribute to and drive success?

• Serve as one of the primary points of contact as a trusted strategic advisor to your customers.
• Acting within a TRIAD, you will also have a Client Executive responsible for commercial engagements and a Technical Account Manager responsible for support case oversight and technical aspects.
• Gain a deep understanding of your customers and their operations within their respective retail sub-verticals.
• Understand why they selected Blue Yonder and how we can help them solve their supply chain challenges.
• Build and maintain strong relationships with key executives and C-level stakeholders across both business and information technology (IT).
• Develop Value Success Plans through collaborative discovery with your customers to identify key value measures that can be tracked to verify value across their solution landscape.
• Work to ensure that your customers have fully implemented their contracted solutions and are adopting them into their business practices.
• Manage strategic connection cadences for each solution area within your assigned customers.
• Drive the internal development of the Executive Business Review (EBR) and Quarterly Business Review (QBR) materials and play the lead role in presenting them to your customers.
• Identify and mitigate potential customer attrition within your customer product suite by facilitating key internal and external action plans.
• Proactively support renewals discussions, along with the Renewals Team, to ensure they are aware of the value achieved, rightsized for the future, and aware of solutions they may want to consider adding.
• Identify key upsell and cross-sell solutions and services expansion opportunities within your customer portfolio.
• Drive customer referenceability and by nurturing referenceable customers and facilitating the many reference opportunities they can participate in as part of the Customer Appreciation Program.
• Provide leadership to the EMEA CSM Retail team through CSM coaching; best practices, complete CSM performance reviews and complete Personal Development Plans for the CSM team.
• Be part of the global CSM leadership team and support the strategic direction of the CSM global teams.
• Lead and provide support in global and regional CSM initiatives.

Specific goals center on the following (Core KPIs)

• Identifying and tracking of Verified Value Outcomes our customers are or have achieved with Blue Yonder solutions.
• Driving customer reference activities through our customer appreciation program.
• Initiating upsell and cross-sell opportunities within your assigned accounts.
• Mitigating customer attrition of the existing solution landscape.
• Driving executive customer engagement through strategic business reviews like EBRs and QBRs.

What We Are Looking For

• This is a senior leader level role with at least 10 years' relevant industry experience.
• Experienced in leading a team across multiple countries/time zones.
• Minimum of 6-8 years of retail supply chain and/or retail customer-facing experience.
• Breadth and depth of retail supply chain domain knowledge and experience is required.
• Clear executive presence and strong presentation abilities.
• Ability to identify the critical items in an ambiguous situation or structure, then communicate them at the required levels to make progress.
• Experience working with cross-functional teams (e.g., Sales, Product, Delivery).
• Strong negotiation and stakeholder management skills.
• Detail-oriented with a commitment to driving and tracking consistent engagement processes.
• Strong business and analytical acumen, with knowledge and understanding of the SaaS technology landscape.
• Bachelor’s degree in business, Supply Chain Management, or related field.

What We Offer

• Access to market leading tools & technology to help drive your success.
• Work alongside an industry-leading team to help you drive intelligent and thought-provoking conversations.
• Ownership of the customer experience on your assigned accounts.
• The opportunity to learn and drive leading practices in customer success.
• The chance to define what customer success looks like in an environment with a diverse, industry leading supply chain offering.
• An environment to grow and develop a career in Customer Success and beyond, measuring what matters, including your personal & skillset development.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.