Customer Success Specialist

Position Overview 

Founded in 1993 and headquartered in Austin, Texas, Baxter Planning is a dynamic and rapidly growing company setting the standard for SaaS in the service supply chain planning space. We are developing many new products and solutions to build on our success in global markets. 

The Customer Success Team will partner with Baxter Planning customers to create, communicate, and capture value provided through utilization of the company’s Supply Chain optimization solutions. The team is responsible for dedicated customer accounts, with the overarching goal of making customers realize strong ROIs and driving up-sell or cross-sell opportunities. 

This role will partner cross functionally with internal stakeholders to align strategic objectives for each assigned customer. CS will drive critical work streams including developing and documenting Value Tracking / Customer Case Studies, defining Supply Chain Objectives (“SCO”), and Optimizing and Contextualizing the Best Practice Scorecard to drive best practices and highlight the financial / SCO impact of adopting them. Customer Success drives regular Business Reviews with assigned customers in partnership with the go-to-market Account Executives. 

The Customer Success Specialist will provide strategic oversight for our Planning Team by providing mentorship to Planners and collaborating with Planning Support Team (especially on SaaS accounts without designated Planners) to triage or rectify significant issues with customers. Additionally, CS will provide strategic guidance for planners on special projects (delivery of Statements of Work) and Planning as a Service (PaaS) change management. As a customer advocate, the specialist will partner with the Professional Services team to identify and address issues with customer implementations that may deviate from best practices or otherwise deviate from underlying changes to customers’ service supply chain. 

Baxter Planning combines the flexibility of a start up with the stability of an established company, leveraging 31 years of industry expertise to support a rapidly growing customer base. We offer excellent benefits, an exciting and supportive work environment, and excellent work-life balance. 

Purpose, Scope, and Responsibilities 

Create, Communicate, and Capture Customer Value 

Champion Relationship Development 

• Develop working relationships and mutual respect within customers’ Champions 
• Maintain management org chart for customer organizations and make GTM team aware of executive level changes that materially impact Baxter’s relationship or create renewal risk 

Supply Chain Objectives / Customer Compass 

• Identify, document, and contextualize each assigned customers’ supply chain objectives within Prophet, Lynx, Snapshot, ALP, etc. at the Executive and Champion level(s). 
• Align with planning team so that planning activities are appropriately aligned to drive achievement of customer SCO 
• Partner with GTM (Go To Market) team to communicate what services are being delivered to drive achievement of objectives. 
• Partner with Professional Services team to identify any implementation-related issues with configuration, and remedy to the fullest extent possible/feasible 
• This may include pushing adoption of newly-released Prophet features that are not properly evangelized to our customers, such as Excess Utilization and DC to DC redeployment 

Value Tracking 

• Document a Value Tracker for each assigned customer. Value Trackers should highlight the ROI for a customer, in the context of their Supply Chain Objectives, focusing on tangible outcomes for the customer. 
• Each customer assigned to CS should understand how Executive and Champion SCOs are achieved via Baxter. 
• Scorecards should be maintained, and recommendations made to customers with tangible impacts from best practices 
• Identify opportunities for customer testimonials, customer champions that are referenceable, and customer PR opportunities 

Business Reviews 

• Utilizing documented SCO, planning activities and value tracker, own Business Review scheduling and process, in coordination with the Account Executive. 
• Collaborate with Planning team, implementation team, PMO, etc. to understand the situational assessment of the customer. 
• Work with GTM team to develop “upsell narrative”. 

Provide Strategic Guidance and Mentoring for Internal Teams

• Partner with Planning team to reinforce “Your Partners in Planning” service delivery. 

• Reinforce Planning’s transition to “Strategic Advisory” and provide training and mentorship opportunities as needed. Of note, this role is wholly distinct from Planning – the CS role is to elevate the customers’ experiences and results, not pinch-hit for Planning.

• Strategic Guidance and Product Management for Planning, 

• Develop best practices around PaaS 3.0 (governance and strategic planning), aligning the sales team with feasible expectations, and provide planners with the correct cadence for standard engagement with customers. 

Requirements 

• Outstanding executive-level interpersonal, verbal and written communication skills 
• Demonstrated ability to establish relationships with executives and team members alike 
• Strong leadership skills including the ability to coach, develop and motivate team members 
• History of leading strategic working sessions with customer points of contact, champions, and Exec Sponsors 
• Industry experience in service parts / service supply chain planning strongly preferred. 
• Natural relationship builder with integrity, reliability and maturity 
• Experience in delivering customer-focused solutions based on customer needs. 
• Excellent listening and presentation skills 
• Self-motivated and able to thrive in a results-driven environment. 
• Critical thinking and problem-solving skills 
• Demonstrated understanding of strategic business and financial principles. 
• Proven contract creation and negotiation experience 
• Ability to prioritize among competing tasks. 
• Ability to effectively reflect and reinforce Baxter Planning’s cultural values and norms. 
• Ability to travel up to 25% on an annual basis both domestically and internationally. 
• Minimum undergraduate degree