Customer Success Manager - EMEA - Manufacturing

The Customer Success Manager is responsible for the overall Blue Yonder adoption journey for a collection of strategically important customers within the Blue Yonder EMEA Region. CSMs coordinate with cross-functional internal teams on behalf of their customers to drive value, promote customer satisfaction, and increase deployment and utilization. They engage customer stakeholders across hierarchies and act as a trusted point of contact for their assigned accounts.

Job Description

Key responsibilities of this leader include but are not limited to:

1. Drive customer success strategies into their customers to achieve adoption and expertise within Blue Yonder solutions.
2. Serve as the primary point of contact for any non-commercial relations and general escalation management.
3. Monitor and drive adoption metrics (i.e., deployment, utilization, and value realization).
4. Understand customers’ industry and business processes.
5. Own strategic customer account meetings and regular check-ins.
6. Develop and manage a long-term adoption and value realization plan for each customer.
7. Assess customer engagement by evaluating ongoing customer satisfaction and tracking NPS.
8. Provide value-added recommendations to customers on industry trends and best practices.
9. Build and maintain relationships with key C-Level customer sponsors.
10. Lead, schedule, and prepare for business reviews with Blue Yonder stakeholders.
11. Serve as a customer advocate in driving industry and Blue Yonder best practices.
12. Perform business development within their accounts identifying cross-selling and up-selling opportunities.
13. Identify strategic risks and take action for resolution.

Specific goals center on the following:

1. Customer adoption of SaaS technology.
2. Customer referenceability including speaking at Blue Yonder events, case studies, etc.
3. Customer SaaS solution expansion.
4. Driving value for clients via specific QBRs leveraging value-based metrics of clients\’ SaaS solutions.

Key activities include:

1. Communicating with senior executives at strategic accounts.
2. Develop customer success roadmap.
3. Conduct scheduled customer check-ins.
4. Drive periodic business reviews.
5. Monitor customer performance and relationships.
6. Establish role as trusted advisor.
7. Liaise with Blue Yonder internal resources as required.
8. Curate for their customers appropriate product and industry information, and relevant Blue Yonder news.
9. Oversee customer success value metrics workshops.

Requirements:

1. 10+ years of consulting, professional services, implementation, customer success management, or account management experience.
2. Ability to travel within the region up to 60% of the time to be onsite with customers.
3. Excellent written and verbal communication & presentation skills.
4. Strong negotiation and stakeholder management skills.
5. Experience in interacting with C-Suite Executives.
6. Ability to work in a fast-paced, entrepreneurial, results-oriented culture.
7. Data-driven with a commitment to drive/track consistent engagement process.
8. Strong business and analytical acumen.
9. Knowledge and understanding of the SaaS technology landscape.
10. Degree standard qualification.

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.

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