Customer Success Manager

2 weeks ago

Shanghai, Shanghai, China Lectra Full time

Lectra Systems (Shanghai) Co. Ltd

Customer Success Manager (to support

INTRODUCTION

We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries, powered by Industry and supported by Lectra. Software, equipment, data and services... At Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry revolution with boldness and passion by providing best-in-class technologies. But it doesn't stop there. By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers. And we're always on the lookout for new tech-enthusiasts to join the team With more than 50 years of experience and a presence in over 100 countries around the world, we are 2,500 employees united by passion and driven by innovation. Lectra was recognized as one of the Best Managed Companies by Deloitte in 2022, 2023. A unique journey awaits you at Lectra, are you ready to craft the future of technology together?

Lectra is listed on Euronext (LSS). For more information, please visit

Position Summary:

We are seeking a passionate and dynamic Customer Success Manager to join our team and drive customer success initiatives.

Become a key player at Lectra as a Customer Success Manager, you will serve as our customer's trusted advisor by providing strategic guidance on operational and product-related issues, ensuring they get the most value possible from our solutions and services, and maximizing customer retention and loyalty. This position works cross-functionally with our Sales, Technical Sales, Marketing, Professional Services teams, back office, finance and most functions of the company to build relationships, expand adoption, drive renewals and growth, and ensure a great customer experience.

KEY RESPONSIBILITIES:

Customer Onboarding:

Lead the onboarding process for new customers, ensuring a smooth and positive introduction to our software. Work closely with customers to understand their goals and customize onboarding plans accordingly.

Relationship Management:

Develop strong relationships with key stakeholders to understand their business objectives and challenges. Serve as the main point of contact for customer inquiries, feedback, and issue resolution.

Product Expertise:

Maintain a deep understanding of our software products, features, and updates. Educate customers on best practices and guide them to maximize the value of our solutions.

Customer Success Planning:

Collaborate with customers to develop and execute customer success plans aligned with their goals. Proactively identify opportunities to expand product usage and drive upsells.

Customer Advocacy:

Identify satisfied customers willing to participate in case studies, testimonials, and other advocacy initiatives. Promote a customer-centric culture and advocate for customer needs within the organization.

Customer Feedback and Data Analysis:

Customer churn and retention analysis Gather and analyse customer feedback to identify areas for improvement. Utilize customer success metrics and data to make informed decisions and track success. Requirements:

The ideal candidate will have a proven experience as a Customer Success Manager in a premium or high-tech company, and a keen understanding of Lectra's markets. Lectra will also consider candidates with a background in consulting, sales, pre-sales, project management, post-sales service with a strong business and analytical mind-set.

As a baseline, the candidate will be expected to have:

3+ years of work experience as a Customer Success Manager or similar client-facing role. Strong understanding of SaaS business and its commonly used metrics such as ARR, Churn rate, NPS, CSAT, etc. Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships. Experience in onboarding and educating customers on software products. Strong ability to align technical concepts & features to business needs. Analytical mindset with the ability to interpret customer data and provide actionable insights, and to analyse customer data to improve customer outcome and experience. Ability to work cross-functionally in a rapidly growing and dynamically changing multinational corporation. Bachelor's degree in relevant field. Familiarity with the apparel industry will be considered a plus. Having Pulse+, PMP, or ACP certification will be considered a plus. TRAVEL: The job is based in Shanghai. Travel to customer sites/Lectra offices in Asia is required.

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