Customer Success Partner – Retail Industry

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a reliable strategic advisor and the main point of contact for designated clients.

• Cultivate strong relationships with business and IT executives, including key stakeholders at the executive level.

• Collaborate with Account Managers, Technical Account Managers, and other internal partners to ensure a cohesive customer experience.

• Acquire an in-depth understanding of clients' businesses, operating models, strategic goals, and retail landscapes.

• Facilitate collaborative discovery sessions to create Value Success Plans that outline business objectives, value drivers, and anticipated outcomes.

• Ensure that clients effectively implement, adopt, and derive value from the contracted Blue Yonder solutions.

• Establish strategic engagement rhythms and ensure internal alignment around client priorities and progress.

• Lead Executive Business Reviews and Quarterly Business Reviews.

• Recognize and address potential customer attrition risks.

• Oversee customer renewal processes.

• Identify and promote upsell, cross-sell, and solution expansion opportunities.

• Foster customer advocacy through champions, the Customer Appreciation Program, and reference opportunities.

• Monitor Verified Value Outcomes.

• Propel executive customer engagement via strategic business reviews.

⛳️ Requirements

• Over 10 years of pertinent professional experience.

• 6 to 8+ years of experience in retail supply chain and/or direct retail customer interactions.

• Extensive knowledge and expertise in the retail and supply chain domains.

• Capable of engaging credibly with senior business and technology leaders.

• Demonstrated ability to establish trusted relationships and influence executive and C-level stakeholders.

• Strong executive presence, along with effective communication and presentation skills.

• Ability to navigate successfully in ambiguous and complex situations.

• Experience in cross-functional collaboration with Sales, Product, Delivery, Professional Services, Support, and Engineering teams.

• Excellent negotiation, influence, and stakeholder management abilities.

• Solid commercial and business acumen, with knowledge of SaaS business models, customer retention, renewals, and growth opportunities.

• Analytical and data-driven mindset towards customer success.

• Proficiency in translating customer goals into quantifiable outcomes.

• Highly organized and detail-oriented.

• Bachelor’s degree in Business, Supply Chain Management, or a related field, or equivalent professional experience.

• Willingness to travel up to 50%.

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision coverage.

• 401K plan with matching contributions.

• Flexible Time Off policy.

• Corporate Fitness Program.

• A range of voluntary benefits, including Legal Plans, Accident and Hospital Indemnity, Pet Insurance, and much more.