Customer Success Manager

Permanent contract  - Munich

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?

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 Kubix Link, our PLM solution, 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:  BA digital technologies, engineering, IT engineering, Apparel and Garment Engineering
• Over 5 years’ experience in Customer Success Management and SaaS, in the Fashion industry preferably
• Fluency in English, German and Spanish as a plus

LOCATION

Position based in Munich, with 30% travelling