Location: Remote - Europe
Centric Software provides a Digital Transformation Platform for the most prestigious names in fashion, retail, footwear, luxury, outdoor and consumer goods. Centric’s flagship Product Lifecycle Management (PLM) platform, Centric 8, delivers enterprise-class merchandise planning, product development, sourcing, quality, and collection management functionality tailored for fast-moving consumer industries. Centric SMB provides innovative PLM technology and key industry learnings for emerging brands. Centric Visual Innovation Platform (VIP) offers a fully visual, transformative experience via large touchscreens and mobile devices, revolutionizing group decision making and creative collaboration while dramatically condensing time to market and product innovation.
Centric Software provides a Digital Transformation Platform for the most prestigious names in fashion, retail, footwear, luxury, outdoor and consumer goods. Centric’s flagship Product Lifecycle Management (PLM) platform, Centric 8, delivers enterprise-class merchandise planning, product development, sourcing, quality, and collection management functionality tailored for fast-moving consumer industries. Centric SMB provides innovative PLM technology and key industry learnings for emerging brands. Centric Visual Innovation Platform (VIP) offers a fully visual, transformative experience via large touchscreens and mobile devices, revolutionizing group decision making and creative collaboration while dramatically condensing time to market and product innovation.
Job Summary:
We are seeking a highly skilled and customer-focused Cloud Services Technical Enablement Manager (TEM) to join our team. In this role, you will act as a key technical advisor and advocate for our customers, working closely with internal teams such as Sales, Customer Success, Support, and Leadership to ensure our clients achieve success with our cloud-based solutions. You will leverage your technical expertise to provide guidance, resolve complex issues, and drive customer satisfaction, all while ensuring seamless collaboration across the organization. This position reports directly to the Senior Director of Cloud Services.
Responsibilities:
- Sales Support & Pricing: Assist the global sales team by responding to hosting RFIs (Requests for Information) and RFPs (Requests for Proposals), and providing customized hosting deal pricing tailored to customer needs.
- Customer Relationship Management: Serve as the primary point of contact for regional customer service reviews, acting as a trusted advisor during customer meetings to address technical requirements and ensure satisfaction.
- Strategic Insights & Best Practices: Advocate for Centric's cloud best practices, maintaining high standards and consistency across deployments. Offer actionable recommendations to enhance customer environments, improve system performance, and support long-term success.
- Escalation & Issue Resolution: Identify and escalate complex or high-priority issues to senior team members or management for prompt resolution. Coordinate resources for deep technical reviews, conduct customer health checks, and ensure timely resolution of challenges.
- Performance Monitoring & Metrics: Track and report on key performance indicators (KPIs) related to incident and service request management, identifying areas for continuous improvement. Provide feedback to both customers and internal teams regarding system utilization and performance.
- Technical Support & Guidance: Provide technical insights and guidance to the Customer Success Team during customer interactions, ensuring adherence to best practices for cloud deployment and operations.
- Project Coordination & Planning: Act as the liaison between Cloud Services, Client Services, and Global Support during customer go-live planning. Support the creation of comprehensive upgrade plans, ensuring minimal disruption and alignment with best practices.
Qualifications:
- Bachelor’s Degree Computer Science, MIS, or related technology field, or equivalent practical experience
- 7+ years technical account management
- Proficient in using cloud service management tools and systems.
- Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
- Both Linux and Windows experience
- Experience working with Confluence/Jira is a plus.
- Strong organizational and multitasking abilities in a cloud environment.
- Problem-solving skills and attention to detail.
- Excellent communication and interpersonal skills.
- Ability to work effectively under pressure and in a fast-paced environment.
- ITIL Foundation or similar certification are a plus
Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.
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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.
