Customer Value Manager

November 22

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ToolsGroup

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AI • Retail • Supply Chain

ToolsGroup is a global leader in AI-powered supply chain and retail planning software, providing solutions that enhance the resilience and performance of operations for retailers, distributors, and manufacturers. Their technology focuses on advanced probabilistic planning, inventory optimization, and dynamic data unification, enabling organizations to navigate uncertainty and improve decision-making with real-time data. With a commitment to maximizing revenue and profitability, ToolsGroup optimizes inventory management and enhances customer experiences through intelligent demand forecasting and planning.

201 - 500 employees

🛒 Retail

💰 Private Equity Round on 2018-05

📋 Description

• Establish and nurture long-term relationships by understanding the customer’s strategic supply chain challenges and goals • Execute scheduled business reviews to assess outcomes, gather feedback, and identify adjustments needed for continued success • Report on value attainment: Quantifiable outcomes (i.e. ROI, service level and inventory targets, etc.) reported to customers regularly • Partner with the Professional Services team to guide customers through onboarding, ensuring a smooth and efficient implementation of our supply chain planning software • Lead training sessions, demonstrations, and webinars to ensure high adoption and ease of use of the software • Use quantitative and qualitative metrics to evaluate product usage, adoption of core features, and overall customer satisfaction • Identify potential risks early on, manage churn, drive renewals, and uncover opportunities for upsell and cross-sell—especially when new supply chain functionalities are introduced • Act as a representative of the customer to the product and engineering teams, ensuring that supply chain needs and improvements are factored into the roadmap • Develop and present dashboards that capture product usage, engagement levels, and success metrics aligned with supply chain performance improvements • Coordinate with technical support and engineering to resolve customer issues quickly, minimizing disruption in supply chain operations • Implement standardized escalation procedures to ensure timely intervention for critical issues • Identify and close opportunities for upselling • Ensure timely renewals of customer subscriptions

🎯 Requirements

• Bachelor's degree or equivalent experience in Business, Marketing, Supply Chain Management, Inventory Planning, or related field • 3 years of proven experience in Customer Success, Account Management, or a related customer-facing role with a track record of meeting and exceeding customer satisfaction and retention goals • Strong understanding of supply chain processes, with experience in demand forecasting, inventory optimization, and replenishment planning • Excellent communication and interpersonal skills • Ability to work independently and collaboratively in a fast-paced environment • Familiarity with CRM platforms (i.e., Salesforce, HubSpot), data analytics tools, and training/demo software

🏖️ Benefits

• Competitive compensation • Vacation policy • Excellent benefits • Career growth opportunities