Customer Value Manager
Job in
Town of Poland, Jamestown, Chautauqua County, New York, 14701, USA
Listed on 2026-01-10
Listing for:
ToolsGroup
Full Time
position Listed on 2026-01-10
Job specializations:
-
Business
Customer Success Mgr./ CSM, Client Relationship Manager -
Customer Service/HelpDesk
Customer Success Mgr./ CSM, Client Relationship Manager
Job Description & How to Apply Below
About the Role
You play a crucial part in ensuring the success, satisfaction, and retention of our valued customers who utilize our supply chain software. A Customer Value Manager’s goals include ensuring our customers implement and utilize our software to achieve superior results by improving supply chain performance. A Customer Value Manager empowers customers to achieve target business outcomes while driving retention, consumption upsells and provides meaningful feedback for product development.
MainResponsibilities
- Trusted Advisor Role: Establish and nurture long‑term relationships by understanding the customer’s strategic supply chain challenges and goals.
- Regular Engagement: 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.
- Tailored Onboarding: Partner with the Professional Services team to guide customers through onboarding, ensuring a smooth and efficient implementation of our supply chain planning software.
- Empowerment through
Education:
Lead training sessions, demonstrations, and webinars to ensure high adoption and ease of use of the software.
- Customer Health Monitoring: Use quantitative and qualitative metrics to evaluate product usage, adoption of core features, and overall customer satisfaction.
- Proactive Account Management: 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.
- Voice of the Customer: 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.
- Insightful Reporting: Develop and present dashboards that capture product usage, engagement levels, and success metrics aligned with supply‑chain performance improvements.
- Rapid Problem‑Solving: Coordinate with technical support and engineering to resolve customer issues quickly, minimizing disruption in supply‑chain operations.
- Escalation Protocols: Implement standardized escalation procedures to ensure timely intervention for critical issues.
- Upsell: Identify and close opportunities for upselling.
- Renewals: Ensure timely renewals of customer subscriptions.
- 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, Hub Spot), data analytics tools, and training/demo software.
- Leadership: To lead initiatives that will help achieve goals faster.
- Problem‑solving: Since your time will be spent solving users’ obstacles and finding the right solutions.
- Communication: Since this is a very client‑facing job, your ability to communicate effectively at all levels, is essential to perform well.
- Empathy: To understand your customers.
- Industry knowledge: To be helpful, you must familiarize yourself with your customer’s business model and common pain points.
- Technical savviness: So, you can deeply understand your product and ensure that users are on the right track.
- Collaboration: The best Customer Success teams regularly collaborate with sales, marketing, and support teams to exchange data and create more thoughtful strategies.
- Gross Retention Rate (GRR): Percentage of ARR maintained YOY. Target: >95%.
- Net Retention Rate (NRR): Sum of GRR…
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