Technical Customer Success Manager

About the position

EazyStock is looking for a Technical Customer Success Manager (T-CSM) who plays a crucial role in bridging the gap between technical teams and non-technical Customer Success Managers (CSMs). This position is essential for ensuring the best customer experience during onboarding and post go-live phases. The T-CSM will work directly with customers on implementation, handling technical setup and modifications to help customers achieve their goals. The role involves taking responsibility for assigned customers, becoming an integral part of their business, and serving as a valuable, tech-savvy advisor. The T-CSM will also be the voice of the customer within the business, working cross-functionally to ensure needs are met and playing a major role in how the region evolves to further support customers. Reporting to the Head of Customer Success, the T-CSM will manage a portfolio of customers and have the support required to thrive in their role.

Responsibilities

• Attend, contribute to, and potentially lead Discovery Workshops with customers.
• Map customer requirements to EazyStock capabilities.
• Help customers to map their data to the EazyStock interface file specifications.
• Work with the implementation team to configure the EazyStock solution.
• Test inbound customer data and EazyStock results.
• Support user training.
• Fine tune parameters to ensure best results for the customer.
• Understand and help design integration connectors.
• Potentially create SQL reports to support specific use cases.
• Maintain and edit data transformation files (XSL).
• Monitor customer usage and analyse results and KPIs.
• Provide ongoing training on advanced functionality and new releases.
• Support value reviews with customers to ensure they are meeting their goals.
• Be a point of contact for customers, providing expert advice and timely solutions.
• Encourage customer advocacy via reviews, whitepapers, and video case studies.
• Look for upsell opportunities.
• Identify functionality gaps, scope solutions, and liaise with the Products Team.

Requirements

• Some demonstrable working experience in at least one of Supply Chain, Purchasing or Forecasting.
• Business English proficient with evidence of tailoring both verbal and written communication to achieve desired results.
• Clear and concise presentation skills, ability to adapt message depending on audience.
• Ability to teach, train and coach users through their EazyStock journey, identifying different learning methods and adapting training.
• Desire and ability to keep up to date with news/issues/advancements in technology related to the domain.
• Effective organization and prioritization skills.
• Experience using Microsoft Word, Excel, PowerPoint, and Outlook (or equivalents) in a business environment.
• Proactive and self-motivated.
• Customer centric attitude.
• Ability and desire to travel to customer sites as required.
• Comfortable with ongoing changes in a growing business.
• Confident to give, receive and act on feedback in a timely and constructive manner.
• Experience working with SQL writing, database structures, etc.
• Experience working with XML and XSLT transformations.
• Experience in a cloud SaaS organization.
• Experience with cloud Software implementations.
• Chicagoland based.

Nice-to-haves

• Project Management Experience (particularly in Software).
• Customer Success/Account Management experience.
• Experience working in a growth business.
• Experience working with Partners or in direct sales processes.
• A Degree or further education in domain or software related subject.
• Experience using Salesforce, JIRA, Freshdesk or similar.
• Intermediate or advanced Microsoft Excel skills.
• Experience working with REST APIs.
• Additional languages.