Customer Success Manager Manufacturing

We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries, powered by Industry 4.0 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 4.0 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 3000 employees united by passion and driven by innovation. A unique journey awaits you at Lectra, are you ready to craft the future of technology together?

For more information, please visit www.lectra.com.

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.

• 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.

• 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

• 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

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