Job Description
MISSION:
Logility, Inc. is a trusted innovation partner committed to enabling our clients to operate the most resilient and sustainable supply chain that will make them leaders in their industry year after year. The Client Success Management (CSM) team is part of the Center of Excellence (COE) within Logility, Inc., the organization that focuses on the Client experience with the goal of retaining and growing the existing and future client install base.
The purpose and mission of the Client Success Management (CSM) Team is to drive success for our clients, helping them get full value from our relationship, and ultimately transforming their business. As a part of this newly established team, you are responsible for helping to develop and execute innovative strategies that will help retain and grow our clients by driving outcomes that move their business forward.
As a Client Success Manager, you own the ongoing client interaction and relationship for assigned portfolio of accounts. Must be able to work collaboratively and independently with assigned accounts within the client base to help drive production adoption, increase client business value, drive business outcomes, demonstrate ROI, build client loyalty and advocacy, and ensure retention of recurring revenue streams. The Client Success Manager is a key contributor in our efforts to drive client success and long-term client relationships.
Duties & Responsibilities include:
OUTCOMES & KEY MEASURES OF SUCCESS:
CRITICAL CHARACTERISTICS & REQUIREMENTS:
Logility, Inc. is a trusted innovation partner committed to enabling our clients to operate the most resilient and sustainable supply chain that will make them leaders in their industry year after year. The Client Success Management (CSM) team is part of the Center of Excellence (COE) within Logility, Inc., the organization that focuses on the Client experience with the goal of retaining and growing the existing and future client install base.
The purpose and mission of the Client Success Management (CSM) Team is to drive success for our clients, helping them get full value from our relationship, and ultimately transforming their business. As a part of this newly established team, you are responsible for helping to develop and execute innovative strategies that will help retain and grow our clients by driving outcomes that move their business forward.
As a Client Success Manager, you own the ongoing client interaction and relationship for assigned portfolio of accounts. Must be able to work collaboratively and independently with assigned accounts within the client base to help drive production adoption, increase client business value, drive business outcomes, demonstrate ROI, build client loyalty and advocacy, and ensure retention of recurring revenue streams. The Client Success Manager is a key contributor in our efforts to drive client success and long-term client relationships.
Duties & Responsibilities include:
- Proactively manage portfolio of enterprise clients on a day-to-day basis
- Tracking client activities and flag red alerts to higher management
- Collect, update, maintain, and analyze key client health metrics to accurately monitor clients' health and risk of churn
- Track client product usage, stakeholder engagement, and other touch point parameters regularly
- Generate reports and present to senior management on your client portfolio behavior and performance
- Understand and present the Logility Value proposition of our Services, Solutions, Cloud, and Educational offerings
- Employ a consultative approach to achieve quantifiable results and drive outcomes for our clients
- Work with current clients to assure they are getting maximum value out of the solution by understanding their strategic growth plans, technology strategy, and their industry market dynamics
- Understand our clients' business challenges, needs, and drivers to help identify where our solutions can align to help them achieve their goals
- Discuss current issues, challenges, and concerns regarding our clients' services and solutions
- Develop personalized success plans for each client that identify and prescribe appropriate activities to support the clients' needs to drive long-term success
- Be a client advocate, providing feedback to internal teams
- Identify opportunities to further improve the client experience, report to management on areas of improvement
- Strengthen our relationship with our clients for an ongoing and successful partnership
- Navigate client's organization to deepen strong relationships with key decision makers
- Provide high satisfaction and a great client experience
- Partner with our sales, business consultants, professional services, customer support, product and marketing teams to drive clients towards value attainment and client satisfaction throughout the client lifecycle
- Support the Marketing teams with client communication initiatives such as client newsletters, webinars, social media, references, and case studies to improve our overall interactions with clients
OUTCOMES & KEY MEASURES OF SUCCESS:
- Meets or exceeds KPIs and goals, as set by the Center of Excellence leadership
- Achieve net retention dollars percentage targets as defined on an annual basis
- Achieve annual quota for professional services revenue
- Build client reference portfolio, annual targets defined on an annual basis
CRITICAL CHARACTERISTICS & REQUIREMENTS:
- Bachelor's degree or equivalent experience
- 2-5 years of sales, service, consulting, or similar client facing business experience
- 2-5 years of experience in a SaaS environment
- Deep industry expertise in supply chain, understanding of challenges and business process, with best practices to overcome them
- Knowledge of supply chain planning systems functionality and technology
- Technical savvy, ability to understand enterprise architecture environments
- Preferred but not required: has experience working within Logility, Inc. solutions
- Experience in account management; ability to grow and retain accounts, build executive relationships, ability to identify organizational structure, and quickly identify, and communicate potential risks and issues
- Strong client relationship skills; confidence to target and build new relationships
- Client focused; self-driven and passionate about working with clients, empathy towards client concerns
- Strong influencing and negotiation skills
- Experience leading effective cross-functional teams by demonstrating strong communication, listening, team building, and conflict management skills.
- Consultative style; personable with natural problem-solving abilities, critical thinker with the ability to solve complex problems independently
- Analytical and data-driven; ability to translate analysis of complex data into meaningful information
- Communicates clearly and with authority, verbally, as well as written communication
- Strong presentation skills and executive presence; effectively present business concepts and communicate to all levels of an organization
- Proactive with a strong eye for detail
- Organizational skills; ability to define a client success plan with very minimal guidance
- Excellence oriented; committed to performance
- Demonstrated discretion; ability to work with confidential information
- Travel for internal and client onsite meetings as required post pandemic (25% travel)
- Proficiency using a CRM tool (i.e. Microsoft Dynamics, Salesforce) and other Microsoft Office applications
- Preferred but not required; experience working within Gainsight Customer Success Solutions
- Leader by example, consistently demonstrating commitment to core values of passion, accountability, curiosity, and teamwork
Date Posted
08/24/2022
Views
5
Positive
Subjectivity Score: 0.8
Similar Jobs
Senior Product Manager - Client - CharterUP
Views in the last 30 days - 6
CharterUP is a leading charter bus platform aiming to disrupt the massive and fragmented bus industry by using proprietary technology to connect bus c...
View DetailsSenior Software Engineering Manager - NCR Corporation
Views in the last 30 days - 5
NCR Corporation is a leader in transforming connecting and running technology platforms for selfdirected banking stores and restaurants They are looki...
View DetailsFP&A Manager - Remote - Sharecare
Views in the last 30 days - 6
The job description is for a Manager FP A at Sharecare a digital health company The role involves providing financial reporting and analysis partnerin...
View DetailsOral & Maxillofacial Surgeon - Atlanta Oral & Maxillofacial Surgery
Views in the last 30 days - 0
View DetailsController - Cognosos
Views in the last 30 days - 7
Cognosos is a fastgrowing tech startup that offers a competitive salary unlimited vacation and a range of benefits The company is looking for a dynami...
View Details