Customer Success Director

Permanent contract  - Osaka

INTRODUCTION

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 3,000 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.

WHY IS THIS AN EXCITING OPPORTUNITY?

• 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

POSITION SUMMARY

What is the idea behind Customer Success? It is not about the customer being happy or satisfied. Rather, the customer must be successful with the product or service. Success in this sense means that the expectations that the customer has about the product/solution are fulfilled. This usually can only be achieved if the entire organization is geared towards enabling the customer to obtain the maximum benefit from the product.

Successful customers do not quit, but satisfied customers might. Feeling good through customer orientation is not enough. The product has to support the customer's goals, for example by increasing revenues or productivity. Then the risk for the customer to replace the product with a competitor's offer is clearly too high.

KEY RESPONSIBILITIES

• 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

PROFILE

• 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
• Fluency in Japanese and English

TRAVEL

The position is based in Osaka

There will be up to 50% of travel to customer sites/Lectra offices