客户成功负责人
Lead Customer Success Manager
关于Inspectorio
Inspectorio是领先的AI驱动供应链平台，为全球品牌、零售商及其多级供应商优化绩效、构建弹性并提供智能洞察。
我们创新的平台无缝连接并数字化供应链流程，以优化决策，同时提供对生产链运营的实时可见性和控制。
如今，Inspectorio已被超过12,000家客户使用，包括世界上一些最大的品牌和零售商。
职位描述
首席客户成功经理将作为公司最大企业客户的可信业务伙伴和技术联络人，协助其使用公司的信息技术产品和平台。
您将负责以下工作：
具体职责包括：
- 管理和评估IT项目里程碑和成果，包括客户上线、流程部署、模块扩展和数字化转型计划，从而提高客户满意度、投资回报率（ROI）和年度经常性收入。
- 建立流程和框架，确保团队高效且有效运作，确保遵守预算、范围和时间表。
- 与项目人员（包括客户成功专员）沟通，识别、排查和解决技术或操作问题。
- 对流程映射进行业务分析，并就IT产品/平台配置向客户提供建议。
- 通过准确预测、识别产品市场契合机会，并带领客户完成公司平台支持的完整影响旅程，推动业务发展。
- 配置和实施技术平台组件，包括用户角色、权限、自动化规则、工作流、项目级属性、数据验证逻辑、质量计划参数和集成，以符合客户要求和业务规则。
- 管理多个模块的企业级实施，包括Sight、Risk、Traceability、实验室测试和生产监控。
- 在部署过程中确保模块间的互操作性和数据一致性。
- 作为主要技术升级点，将客户业务需求转化为详细的功能和技术规范，与工程和数据科学团队合作调查系统行为，并提供支持。
查看英文原文
About Inspectorio
Inspectorio is the leading AI-powered supply chain platform optimizing performance, building resilience, and providing intelligence across production chains for global brands, retailers, and their multi-tier suppliers.
Our innovative platform seamlessly connects and digitizes supply chain processes to optimize decision-making, while providing real-time visibility and control over production chain operations.
Today, Inspectorio is used by over 12,000 customers, including some of the largest brands and retailers in the world
About the role
The Lead Customer Success Manager will act as a trusted business partner and technical liaison to the Company’s largest enterprise customers related to utilizing the Company’s information technology products and platform.
What you'll do
Specific job duties include the following:
- Managing and measuring IT project milestones and successes, including customer onboarding, workflow deployments, module expansions, and digital transformation initiatives, resulting in increased customer satisfaction, return-on-investment (ROI), and annual recurring revenue.
- Establishing processes and frameworks to ensure efficient and effective team operations, ensuring adherence to budget, scope, and schedule.
- Conferring with project personnel, including a customer success associate, to identify, troubleshoot, and resolve technical or operational problems.
- Conducting business analysis on process mapping and advising customers on IT products/platform configurations.
- Driving business development efforts by forecasting accurately, identifying product-market fit opportunities, and leading customers through the full impact journey supported by the Company’s platform.
- Configuring and operationalizing technical platform components, including user roles, permissions, automation rules, workflows, item-level attributes, data-validation logic, quality-program parameters, and integrations to align with customer requirements and business rules.
- Managing enterprise implementations across multiple modules, including Sight, Risk, Traceability, Lab Testing, and Production Monitoring.
- Ensuring interoperability and data consistency across modules during deployment.
- Serving as the primary technical escalation point, translating customer business requirements into detailed functional and technical specifications, collaborating with engineering and data-science teams to investigate system behavior, and supporting resolution of complex system issues.
- Defining changes in IT contracts, subscription agreements, non-disclosure agreements, and similar contract riders.
- Overseeing system testing and validation activities, including data audits, configuration reviews, and user acceptance testing (UAT), to ensure accurate execution of customer programs and compliance processes.
- Uses the following tools and technologies: Hubspot, Totango, Salesforce, B2B SaaS, Hubspot, Totango, Salesforce, Inspectorio Platform (Sight, Risk, Traceability, Lab Testing), Jira, Confluence, Asana, Miro, Figma, BigQuery, Google Cloud Platform, Excel (Advanced), Google Sheets (Advanced).
- Travel required up to 25% of the time per year within the U.S. and Canada.
Qualifications
This position requires a Bachelor’s degree or equivalent in Business Administration, Economics, or a related field and two (2) years of experience in a related occupation. Must also have 24 months of experience with each of the following:
- Managing and measuring success of information technology projects, including return-on-investment (ROI).
- Driving business development efforts for information technology products, using Salesforce, B2B, and SaaS.
- Defining changes in IT contracts, subscription agreements, non-disclosure agreements, and similar contract riders.
- Conducting business analysis on process mapping and advising customers on IT products/platform configurations.
- Utilizing the following tools and technologies: Hubspot, Totango, Jira, Confluence, Asana, Miro, Figma, BigQuery, and Google Cloud Platform.
Employer will accept experience gained concurrently.
Full-time position. HQ in Minneapolis, MN. Telecommuting (work from home office) is available from anywhere in the US. Please apply online at .
Salary: $87,506 to $120,000/year. We offer standard company benefits, including health, dental, vision, 401(k) retirement plan, commuting benefits, and employee referral bonuses. Visit our website for a general description of our benefits.
Benefits
Why it would be awesome to work with us
· 🍹 Unlimited Annual Leave: We prioritize your well-being and trust you to manage your time.
· 🏝️ Flexible Working:Whether from home, a coffee shop, or our global hubs, work where you're most comfortable.
· 💪 Project Ownership: You get to lead the initiatives you're passionate about, professionally or socially.
· 🌱 Grow with us:We're invested in your personal and professional development.
· 🌎 Global, diverse, and innovative team:Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation.
- 🤝 Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself.
- 🎉 Celebrate together: Enjoy remote and hub company and team events that strengthen our bonds and build a fun culture.
Our Values
·
EXCELLENCE: We pursue mastery and craftsmanship. "Good enough" is our enemy. We have a thirst and desire for knowledge. There's always an opportunity to be better.
- AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance and clear goals instead of orders. We self-assess the quality and impact of our work.
- COURAGE: We share our opinion, even if it's uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we're not sure it will succeed.
- HUMBLENESS: We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives.
Originally posted on Himalayas