Customer Success Manager

Dusseldorf, Germany
Full Time
Professional Services
Experienced

About The Team

The Centric Pricing and Inventory Business Unit is a fast-growing, fast-paced team, with many exciting opportunities for the entrepreneurial-spirited individual who wants to be a part of the most innovative AI-based in-season pricing & inventory solutions in the industry. This team requires a real sense of initiative and autonomy to deal with everyday situations. Centric is aggressively penetrating the fashion/apparel, beauty, and home markets with solutions in Market Intelligence & Trends, and Price & Inventory optimization automation. The ability to deal with customers and handle customer situations will be key. 

Responsibilities

  • Own and develop a portfolio of 5-10 customers
  • Form strategic relationships and develop strategic roadmaps
  • Visit customers on-site or remotely through web sessions
  • Monitor and improve customer success process
  • Own key activities QBRs (Quarterly Business Reviews), user trainings, roll outs
  • Document all customer relevant interaction (ticket system) and relevant customer information specifics
  • conduct customer satisfaction surveys
  • Manage, communicate & document all customer topics such as configurations, incidents, feature/ change requests and follow up internally for speedy resolution
  • Work closely with account & Pre-Sales mananger on upsell & cross sell opportunities
  • Continuous improvement of processes and systems for project, service and requirements management (via feature requests).
  • Analyze and interpret A/B test results to determine the further roll out configurations and plans
  • Work with the customer to optimize the performance of the product, including making recommendations for configuration changes or other improvements
  • Ensure all customer specific time & effort is being tracked accurately

What You Bring

  • You have a degree in business administration or similar
  • You have experience in retail merchandizing in the fashion & lifestyle industry
  • You are solution-oriented with good communication skills and enjoy working with customers
  • You feel comfortable in the analytical SaaS environment, as well as on all hierarchical levels in your communication
  • Your English skills are business fluent, other languages is a plus
  • You are familiar with the common Office applications and Business Intellignece
  • Even if the customers are primarily served remotely, you are willing to travel from time to time
  • You enjoy working in a dynamic, diverse and multi-national team

Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.

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