Key responsibilities of this leader include but not limited to:
- Drive customer success strategies into their customers so achieving adoption and expertise within JDA solutions.
- Serve as primary point of contact for any non-commercial relations and general escalation management
- Monitor and drive adoption metrics (i.e. deployment, utilization, and value realization)
- Understand customers’ industry and business processes
- Own strategic customer account meetings and regular check-ins
- Develop and manage a long-term adoption and value realization plan for each customer
- Assess customer engagement by evaluating ongoing customer satisfaction and tracking NPS
- Provide value-added recommendations to customers on industry trends and best practices
- Build and maintain relationships with key C Level customer sponsors
- Lead, schedule, and prepare for business reviews with JDA stakeholders
- Serve as a customer advocate in driving industry and JDA best practices
- Perform business development within their accounts indentifying cross-selling, and up-selling opportunities
- Identify strategic risks and take action for resolution
Specific goals center on the following:
- Customer adoption of SaaS technology
- Customer referenceability including speaking at JDA events, case studies etc
- Customer SaaS solution expansion
- Driving value for clients via specific QBRs leveraging Value based metrics of clients SaaS solutions
Key activities include:
- Communicating with senior executives at strategic accounts
- Develop customer success roadmap
- Conduct scheduled customer check-ins
- Drive periodic business reviews
- Monitor customer performance and relationships.
- Establish role as trusted advisor
- Liaise with JDA internal resources as required
- Curate for their customers appropriate product and industry information, and relevant JDA news.
- Oversee customer success value metrics workshops
Requirements:
10+ years of consulting, professional services, implementation, customer success management, or account management experience
Ability to travel within region up to 60% of the time to be onsite with customers
Excellent written and verbal communication & presentation skills
Strong negotiation and stakeholder management skills
Experience in interacting with C-Suite Executives
Ability to work in a fast-paced, entrepreneurial, results-oriented culture
Data-driven with a commitment to drive/track consistent engagement process
Strong business and analytical acumen
Knowledge and understanding of SaaS technology landscape
Degree standard qualification
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.