• Growing environment with ability to develop within a highly qualified team
• Working in a multi-cultural team and international company
• Working with well-known products and with very good references in this market
• Competitive compensation and benefits

• Drive Customer Success Outcomes
  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through cross-sell and up-sell
  • Influence future value through higher product adoption and customer satisfaction
  • Drive new business growth through greater advocacy and reference-ability
  
  

• Define and Optimize Customer Lifecycle
  • Map customer journey
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from best practices in industry
  
  

• Manage Customer Success Activities
  • Onboarding
  • Training
  • Delivery activities (Professional Services and Customer Care)
  • Customer Success Management
  • Renewals
  • Cross-sell / Up-sell
  • Advocacy
  
  

• Manage Consumables and Parts Sales activities
  • Develop a sales strategy to ensure the company strategy alignment and the achievement of sales goals and profitability
  • Develop and maintain relationships with key accounts and promoting sales of Lectra Spare Parts & Consumables to all clients within the region
    
• Manage Service contract activities
  • Develop strategy for Winback, while continuing high rate of conversion and renewal; objective to maximizing the revenues of service contract (HW and SW).
  • Develop and maintain relationships with key accounts and promoting quality service and value for money of Lectra Service contract.
    

• Measure Effectiveness of Customer Success
  • Define operational metrics for team
  • Establish system for tracking metrics
  • Create cadence for review within team
  • Expose subset of metrics to executive team, company and board
  
  

• Lead World-class Customer Success Team of 15 persons
  • Recruit experienced leaders for each functional role
  • Attract high potential individual contributors into team
  • Create rapid onboarding process for new team members
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team
  • Re-structuring existing Professional Services and Customer Care Team in cooperation with Regional President and Corporate Management
  
  

• Enhance Effectiveness and Efficiency Through Technology
  • Support systems
  • Customer marketing software
  • Reference and advocacy solutions
  • Customer Success Management platform
  
  

• Inspire Customer Success Across Company
  • Create company-wide culture of Customer Success
  • Align with Marketing around marketing to existing clients
  • Align with Product around driving product roadmap
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Align with Finance around measurement and forecasting
  • Align with Executive Team around key metrics and objectives
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop

• 10+ years experience in leading customer-facing organizations
• Relevant Bachelor’s or Master’s degree
• Experience in business to business activities delivering complex high technological solutions, with a mix of equipment, software, consulting, and subscription contracts.
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers and passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Strong project management skills (forecasting, scheduling, workload management, pool of experts management & development)
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills