About the RoleYou 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 ResponsibilitiesCustomer Relationship ManagementTrusted 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 & TrainingTailored 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 & ExpansionCustomer 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 LoopVoice 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 CoordinationRapid 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 & UpsellsUpsell: Identify and close opportunities for upselling.Renewals: Ensure timely renewals of customer subscriptions.RequirementsBachelor'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 QualificationsLeadership. 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 IndicatorsGross 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 standardsCustomer Health ScoreComposite metric combining usage rate, support interactions, and overall satisfaction.Monitor and score monthlyAdoption & Value DeliveredUsage score, QBR completion, product penetration. Number of QBR or Usage % if TG data allows.TBDAdvocacy/Reference ActivityReferences, case studies, reviews≥ 1 per quarterApplying to this job the candidate consents that his/her data are treated by ToolsGroup in compliance with the GDPR n. 2016/679
GDPR and Transparency DocumentU.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.
