Lectra

Customer Success Manager (m/f/d)

Lectra develops premium solutions that give fashion, automotive and furniture companies the means to embark on Industry 4.0 with confidence. We empower brands, manufacturers and retailers by providing them Collection Design, Manufacturing and Management solutions (CAD, CAM, PLM, PIM, DAM), Cutting Room solutions and Competitive Intelligence solutions. Founded in 1973, the company reported revenues of 522 million euros in 2022, is listed on Euronext (LSS) and employs 2,500 people.
In June 2021, Lectra acquired Gerber Technology, a US-based company founded in 1968. Like Lectra, Gerber Technology develops software and automation solutions for fashion, automotive, furniture and other businesses across the globe. 
By uniting, Lectra and Gerber Technology has become the ultimate Industry 4.0 partner for their customers.
For more information, please visit www.lectra.com.

POSITION SUMMARY
Part of the Customer Success team, the Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. The Mission of the Customer Success Team is to increase sustainable proven value for both the Customers and Lectra. 
As a Customer Success Manager for PLM/KubixLink, you will be managing a few of Lectra customers, driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.

DUTIES AND RESPONSIBILITIES

• Customer Health monitoring

The Customer Success Manager analyzes customer data to identify the level of health and risk of non-renewal (solution/contract) or churn (subscription).
He / she Contributes to improving the customer satisfaction, health and retention

• Relationship management

The Customer Success Manager develops long-term customer relationships and support them proactively and qualitatively. 
He / she improves the perception of the value of Lectra solutions and service contracts/subscription.
By developing close intimacy with the customers, he/she identifies additional sales opportunities

• Customer Success coordination

The Customer Success Manager coordinates escalation process and customers evolution requests within the Lectra teams (Marketing, R&D) and with the Global Account Team to improve customer satisfaction, retention, contract / subscription coverage and revenues
He/she contributes to define and implement Service and Customer Success strategy for Key accounts together with the Account Team 
He / she also supports the Account Team to improve the perception of the value of the contracts and subscriptions (customer presentations & visits…)

POSITION QUALIFICATIONS

• Solid technical background with hands on experience in complex solutions management
• Excellent interpersonal and communication skills to build effective relationships with customers and with other members of the account team.
• Excellent verbal and written communication skills
• An ability to grasp customers’ needs and suggest timely solutions
• Strong analytical and problem-solving skills

EDUCATION AND/OR EXPERIENCE

• Engineering degree in one of the following fields:  digital technologies, mechanical, electronics, computer science, 
• Over 10 years’ experience in Customer Success Management and SaaS, in the Fashion industry preferably
• English and German fluent : written and spoken

TRAVEL 
The position is based in Ismaning/Remote.
There will be 20 to 30% of travel to customer sites and Lectra offices across the region.