About Centric:
We are industry and technology people who have a passion for fast-moving and consumer goods, with many of our employees coming from leading apparel and consumer goods brands and retailers. Every type of consumer product is different requiring special expertise and every person who participates in the product go-to-market process brings their own experiences and view on the world. Our solutions are highly configurable to reflect this.
Collaboration is at the heart of everything we do, from designing solutions based on customer feedback to creating innovative tools that improve communication and teamwork.
Responsibilities:
Client Success:
- Act as a strategic partner and own relationships with assigned clients.
- Manage 10-15 Enterprise and SMB clients in the EU, focusing on retention, cross-sells, and upsells.
- Lead account management and onboarding, ensuring best practices and successful rollouts.
- Understand client priorities and KPIs, creating plans to meet them.
- Ensure customer retention and upsells, meeting annual targets.
- Monitor customer health, satisfaction, and product adoption, reporting key metrics and conducting business reviews.
- Conduct training sessions and act as a technology expert.
- Expand existing client relationships and identify new revenue opportunities.
- Use analytics tools to identify opportunities and drive engagement.
- Collaborate with internal teams to enhance customer experience.
- Advocate for customers by capturing feedback and reporting to Product Management.
- Conduct Quarterly Business Reviews to measure performance and discuss client feedback.
- Execute engagement and communication strategies to maintain high customer satisfaction.
Business Intelligence & Process Improvement:
- Optimize existing processes and enhance Customer Success initiatives.
- Develop and share best practices to improve quality and efficiency.
- Lead project management for CS-related software research and implementation.
- Create training documentation and conduct user training sessions.
- Propose creative ideas to automate and scale business processes.
Requirements:
- Bachelor’s Degree in Business, Marketing, Fashion Merchandising, or related field.
- 5+ years of experience in a CSM role in a B2B SaaS company or relevant role in fashion/retail.
- Fluent in German and English.
- Experience in clienteling and using Clienteling Applications and systems.
- Experience presenting to large groups and developing presentation materials.
- Experience with client data, KPIs, and reporting.
- Knowledge of industry best practices.
- Retail & fashion experience is a plus.
- Experience with Salesforce, Hubspot, Jira, Mixpanel, and Intercom is a plus.
Top Skills
What We Do
Centric Software® is the innovator behind the #1 Product Lifecycle Management (PLM) platform, Centric PLM™, that is blazing the trail for brands, manufacturers and retailers across all segments of the consumer goods industry. Headquartered in Silicon Valley, Centric Software has shattered the mold to create state-of-the-art digital solutions to satisfy the needs of every player in the market, large and small, and supports their mission to develop high-quality, sustainable products that are on time and on trend.
- Centric PLM delivers enterprise-class merchandise planning, product development, sourcing, quality and product portfolio optimization innovations specifically for fast-moving consumer industries. Centric PLM streamlines the product development process from concept to retail.
- Centric Planning provides best-in-class data and visually driven financial, merchandise and assortment planning as well as store and vendor forecasting to maximize margins and for seamless and fast, pre and in-season execution.
- Centric Visual Boards improves collaboration and decision-making of merchandising and buying teams through intuitive digital boards, driving innovation and decreasing time to market.
All Centric solutions are market-driven, ensuring they meet the needs of customers. These innovations include the first ever PLM mobile apps, 3D CAD connectors, sustainability integrations, and more. Centric Software has the highest user adoption rates in the industry and proudly maintains a 99% customer retention rate due to its seamless implementation methodology which ensures that 100% of its customers go live. Centric Software is proud to provide the best solution, backed by the best team to service the best customers.
Centric Software is a subsidiary of Dassault Systèmes (Euronext Paris: #13065, DSY.PA). For more information, please visit www.centricsoftware.com.
