About the Company:
Accelerating the digital sustainable supply chain, Logility helps companies seize new opportunities, sense and respond to changing market dynamics, and more profitably manage their complex global businesses. The Logility® Digital Supply Chain Platform leverages an innovative blend of artificial intelligence (AI) and advanced analytics to automate planning, accelerate cycle times, increase precision, improve operating performance, break down business silos and deliver greater visibility. Logility’s SaaS-based platform transforms sales and operations planning (SandOP) and integrated business planning (IBP) processes; demand, inventory, and replenishment planning; global sourcing; quality and compliance management; product life cycle management; supply and inventory optimization; manufacturing planning and scheduling; retail merchandise planning, assortment, and allocation.
Logility clients include Big Lots, Husqvarna Group, Parker Hannifin, Sonoco Products, and Red Wing Shoe Company. Logility is a wholly-owned subsidiary of American Software, Inc. (NASDAQ: AMSWA). To learn how Logility can help you make smarter decisions faster, visit www.logility.com.
Responsibilities:
The role of the Client Success Manager (CSM) is the qualified individual that engages with existing clients, acutely assesses their needs, strategically works with all teams across the organization to align the use of our solutions and services to achieve those needs and ensures that the client attains their expected outcomes by tactically and proactively taking actions to guide the client toward realizing business value from our solution(s).In order to do this they will need to ensure that clients renew their subscriptions, and execute against defined departmental set goals and objectives while proactively managing a portfolio of enterprise clients on a day-to-day basis.
This individual will need to track client activities and flag red alerts to higher management while collecting, updating, maintaining, and analyze key client health metrics to accurately monitor clients’ health and risk of churn. The CSM will need to regularly track client product usage, stakeholder engagement, and other touch point parameters, generate reports, and present your client portfolio behavior and performance to senior management. This individual will need to understand and present the Logility Value proposition of our Services, Solutions, Cloud, and educational offerings and employ a consultative approach to achieve quantifiable results and drive outcomes for our clients. They will work with current clients to assure they are getting maximum value out of the solution by understanding their strategic growth plans, technology strategy, and their industry market dynamics. Other responsibilities will include, but are not limited to:· Understanding our clients’ business challenges, needs, and drivers to help identify where our solutions can align to help them achieve their goals· Discuss current issues, challenges, and concerns regarding our clients’ services and solutions· Develop personalized success plans for each client that identify and prescribe appropriate activities to support the client's needs to drive long-term success· Be a client advocate, providing feedback to internal teams· Identify opportunities to further improve the client experience, report to management on areas of improvement· Strengthen our relationship with our clients for an ongoing and successful partnership· Navigate the client’s organization to deepen strong relationships with key decision-makers· Provide high satisfaction and a great client experience· Partner with our sales, business consultants, professional services, customer support, product and marketing teams to drive clients toward value attainment and client satisfaction throughout the client lifecycle· Support the Marketing teams with client communication initiatives such as client newsletters, webinars, social media, references, and case studies to improve our overall interactions with clients
Requirements
· 2-5 years of sales, service, consulting, or similar client-facing business experience· 2-5 years of experience in a SaaS environment· Location requirements· Supply chain industry expertise preferred· Bachelor’s degree or equivalent experience· Travel for internal and client onsite meetings as required post pandemic (25% travel)· Deep industry expertise in supply chain, understanding of challenges and business process, with best practices to overcome them· Knowledge of supply chain planning systems functionality and technology· Technical savvy, ability to understand enterprise architecture environments· Preferred but not required: has experience working within Logility, Inc.
solutions· Experience in account management; ability to grow and retain accounts, build executive relationships, ability to identify organizational structure, and quickly identify, and communicate potential risks and issues· Strong client relationship skills; confidence to target and build new relationships· Client focused; self-driven and passionate about working with clients, empathy towards client concerns· Strong influencing and negotiation skills· Experience leading effective cross-functional teams by demonstrating strong communication, listening, team building, and conflict management skills· Consultative style; personable with natural problem-solving abilities, critical thinker with the ability to solve complex problems independently· Analytical and data-driven; ability to translate analysis of complex data into meaningful information· Communicates clearly and with authority, verbally, as well as written communication· Strong presentation skills and executive presence; effectively present business concepts and communicate to all levels of an organization· Proactive with a strong eye for detail· Organizational skills; ability to define a client success plan with very minimal guidance· Excellence oriented; committed to performance· Demonstrated discretion; ability to work with confidential information· Proficiency using a CRM tool (i.e.
Microsoft Dynamics, Salesforce) and other Microsoft Office applications· Preferred but not required; experience working within Gainsight Customer Success Solutions· Leader by example, consistently demonstrating commitment to core values of passion, accountability, curiosity, and teamwork
