The Customer Success team is responsible to ensure the successful adoption and expansion of our software solutions within our existing customer base and to secure high customer satisfaction and retention rates.
The Business Consultant will conduct customer business process analysis, help customer with system and process improvements, “health checks”, information modeling, mapping to Centric 8 configurations, provide customer guidance on process-system alignment practices, process-system validations, trainings and ongoing customer care.
Scope:
- Central Europe
- Existing customer base
- Involved after the initial project with a customer has been finalized
Main Responsibilities:
- Meet with assigned customers to perform an initial assessment of their situation
- Collect information about the customers’ business processes, IT landscape and data usage through a variety of methods (business process analyses, interviews, surveys, reports, RFI)
- Analyze and interpret processes and data to identify weaknesses and problems, and understand the root causes
- Identify use cases and create concept papers
- Formulate and document recommendations, considering customer needs, C8 capabilities and potential budget limitations
- Present solution findings and suggestions to customers with justification, recommendation and practical advice
- Train customers on C8 solution according to the Centric training offerings
- Organize and execute assigned C8 software implementation projects on behalf of Centric according to customer needs and/or the scope mentioned in the statement of work
- Provide guidance based on experience and Centric best practices
- Maintain quality standards regarding methodologies and documentation by using internal Centric systems
- Coach other team members and share experience and knowledge
- Communicate priorities, challenges and success stories internally
- Collaboration with other Customer Success teams
- Regular exchange with peers from Pre-Sales, service teams and partners
Objectives:
- Customer satisfaction and retention
- Utilization targets
- Qualitative objectives (documentation standards, customer feedback, coaching, etc.)
Requirements & Skills:
- Minimum 5-8 years of consulting experience in the Fashion industry
- Bachelor's degree in a relevant field such as Fashion, Industrial Design, or Business Administration
- Good understanding of the PLM software industry and best practices
- Strong IT knowledge with a focus on MS Office, Confluence & Jira
- Excellent communication and interpersonal skills, with the ability to build and maintain relationships with customers and internal teams
- Training and presentation skills incl. storytelling
- Business process mapping (BPM) skills or other methodologies
- Project management skills
- Problem-solving and decision-making abilities
- Conflict and escalation management
- Results-oriented with a passion for (customer) success
- Ability to work in a fast-paced and dynamic environment, managing multiple priorities and deadlines
- Assume a few days per month on site at the different customer locations throughout Europe
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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.
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