Position Summary:

As a Customer Success Manager, you are responsible for creating and maintaining successful partnerships with our customers and ensuring they utilize the value of our solutions and services. You have a strong knowledge of furniture and fashion manufacturing processes. You are business-minded and understand how to incorporate Lectra/Gerber solutions into a company's process. This position works cross-functionally with our Sales, Technical Sales, Finance, Marketing, and Professional Services teams to build relationships, expand adoption, drive renewals and growth, and ensure a great customer experience.

DUTIES AND RESPONSIBILITIES:

• Develop and manage your assigned client portfolio
• Stay in touch with assigned accounts to maintain the Lectra/Gerber relationship as a premier market leader
• Ensure the retention rate and drive potential upsell of the client.
• Work closely with the internal Finance team on contract renewals.
• Minimize customer churn.
• Manage the adoption and success of other Lectra/Gerber solutions, as defined by management.
• Oversee support and services team delivery, act as the escalation point for customer issues and obstacles.
• Monitor, analyze, and share customer usage data.
• Monitor account health and eliminate adoption gaps at the customers.
• Mediate between clients and the organization.
• Handle and resolve customer requests and complaints.

EDUCATION AND/OR EXPERIENCE:

• Bachelor’s Degree in Industrial/Operations Engineering, Project Management, or equivalent work experience.
• 5+ years of relevant experience in the manufacturing industry is preferred.
• 5+ years of successful account management, project management, sales, or customer training.
• Knowledge of CAD/CAM solutions and the processes of the Automotive and Fashion Industries is preferred.
• Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook
• Prior use of products such as Salesforce.com and Microsoft Teams is a plus

Profile description:

POSITION QUALIFICATIONS:

• Industry expertise and knowledge in Manufacturing in terms of strategy, business evolution, challenges, and shared operational issues.
• Technical or business knowledge of the product development & cutting room processes.
• Exceptional communication, presentation, and problem-solving skills
• Able to analyze customer data to improve customer outcome and experience
• Self-driven and proactive in nature
• Ability to work cross-functionally in a high-growth environment with a positive attitude and attention to detail
• Strong ability to align technical concepts & features to business needs
• Ability to deliver results with minimal direction
• Strong influencing skills and ability to build and maintain relationships with customers

TRAVEL:

• The position is based in Smyrna, Georgia.
• Travel will range from 30% to 50% to customer sites and Gerber/Lectra offices.

Lectra is an Equal Opportunity Employer

It is our policy to foster a workforce that accepts and respects differences. We provide equal employment opportunity for all persons without regard to race, color, national origin, language, religion, age, sex, veteran status, marital status, sexual orientation, gender identity, disability, medical condition, ancestry, citizenship, or political opinion.