Lectra USA Inc.

Customer Service Development Associate

POSITION SUMMARY

The Contracts Service Development Associate is responsible for ensuring the contract retention of the Lectra install base and helping grow the recurring contract and subscription base. The individual will work alongside upper management to promote retention of customers and an overall positive experience with the brand. The primary goal is to protect Lectra’s contract base by meeting the needs of the customer and to ensure satisfaction with the product or service purchased. The successful candidate will understand customer needs and provide solutions to meet those needs.

DUTIES AND RESPONSIBILITIES

• Design strategies to winback inactive or former customers
• Interact with customers on a constant bases and conduct regular onsite visits to build relationships and foster loyalty
• Evaluate clients’ satisfaction with Lectra’s products and services and identify opportunities for improvement
• Analyze customer usage data and service history to formulate strategy for renewals, preventing cancellations, upgrading to new service levels, and providing data to support winback opportunities
• Focus on renewals and winback opportunities and provide metrics on activity and success
• Prioritize customer cancellation calls immediately to identify concerns and offer solutions to keep customers on contract
• Collaborate with Consumables & Parts teams and other teams to devise strategies and plans for retention, and to ensure that customers receive optimal service at all times
• Coordinate with sales, legal and finance on Service negotiations
• Work in partnership with the sales team for feedback and overview of accounts, preparation of quotes, and proposals
• Interact regularly with members of the Customer Success team
• Assess risk management by evaluating and mitigating contracts at risk within 90 days and implement solutions where possible
• Create and maintain customer satisfaction surveys that gather feedback from customers about their experience with Lectra
• Provide support to clients during emergencies by answering questions or resolving issues as they arise.

QUALIFICATIONS

• Strong technical aptitude across electrical, mechanical, and/or manufacturing disciplines
• Experience with Lectra CAD/CAM products preferred
• Ability to work independently with attention to details in all operations
• Ability to plan, organize and prioritize work with a positive can do attitude
• Ability to learn quickly in a fast-paced environment
• Excellent customer-facing skills: professional, patient and courteous
• Excellent interpersonal, verbal and written communication skills
• Act as a brand ambassador for Lectra
• Experience with Salesforce.com is a plus

EDUCATION AND EXPERIENCE

• Bachelor’s Degree in Management, Business, or related technical field, or relevant experience
• 5+ years of experience in a related field required
• Proficient in Microsoft Office and service management software

TRAVEL

• Hybrid position based in Atlanta GA
• Up to 50% travel (some international travel required)