Enterprise Customer Success Program Manager

About Inspectorio

Inspectorio is the leading AI-powered supply chain platform optimizing performance, building resilience, and providing intelligence across production chains for global brands, retailers, and their multi-tier suppliers.

Our innovative platform seamlessly connects and digitizes supply chain processes to optimize decision-making, while providing real-time visibility and control over production chain operations.

Today, Inspectorio is used by over 12,000 customers, including some of the largest brands and retailers in the world.

About the role

The Strategic Accounts team is primarily responsible for acting as a bridge between the company and stakeholders on the customer side. The idea is to increase customer lifecycle value by starting small like with a free trial or test project, adding value, and building trust. The Enterprise CSM/Program Manager role is critical in this process, as this role will be the primary owner of one of Inspectorio’s largest accounts, acting as the voice of the customer internally, while also acting as the spokesperson for Inspectorio with the client.   

The responsibilities of this role will be split into two primary categories, Relationship Management and Program/Project Management. The ideal candidate is able to operate Autonomously and deliver Excellence across both aspects of this role.   

What you'll do

Relationship Management - Customer Success Management

• Manage a portfolio of key customer accounts and help drive CS metrics such as GRR, NRR and Adoption.  
• Build and deepen executive relationships with customers through QBRs (Quarterly Business Review), MBRs and regular check ins.
• Present a company 360 view of customers’ key performance metrics and health score.  
• Propose, develop and lead the execution of adoption plans and corrective action plans, successfully prescribe impactful solutions. 
• Influence long-term strategic direction to C-level executives and serve as a supporting business partner. 
• Ensure the health of the account remains high at all times by producing documents, meetings, presentations, reports, and webinars.  
• Ability to establish and grow in senior-level relationships (Directors, VP, etc.) being seen as a trusted advisor.  
• Build and deepen relationships with customer stakeholders by delivering top-notch services.  

• Inform account strategy in generating and developing business growth opportunities, working collaboratively with leaders, and Product.   

• Negotiate with stakeholders both internal and external to arrive at optimal solutions to resolve client business problems.   

• Create and maintain clear Ways of Working that will guide the partnership.   

• Drive business development, forecast accurately and achieve strategic goals by leading customers through the entire impact journey that Inspectorio can offer. 

Program and Project Management  

• Influence long term strategic direction and serve as the product expert.   

• Be able to prioritize across multiple work streams to ensure client satisfaction while still holding Inspectorio’s development capacity as a top priority.   

• Understand each customer’s Quality and Sustainability goals, strategic growth plans, business drivers, technology strategy, and competitive landscape.   

• Lead system configuration conversations with the client and collaborate closely with Product and Solutions Consulting teams to complete the work necessary to resolve the business problems.   

• Facilitate system integrations by working closely with business and IT stakeholders externally as well as Engineering and Product teams internally.   

• Stay up to date with all Product and major Industry developments - Successfully prescribe an impactful solution and be able to convince customers of the impact.  

• Maintain clear and updated documentation on all information gathered to ensure the rest of the team is enabled to operate efficiently.  

• Be able to navigate the complexities of a Fortune 100 size enterprise to arrive at solutions that are optimal for all involved stakeholders.  

• Use active listening to truly understand and translate business problems into concrete requirements, and be able to find suitable solutions through configuration, process recommendations, or product development.   

Qualifications

• 8+ years in client-facing roles (ideally in international supply chain tech), including 5+ years in B2B SaaS with a track record of exceeding targets.
• Strong consulting / implementation / client engagement experience; able to diagnose business problems, define requirements, and propose practical solutions.
• Skilled at translating complex processes into clear process maps/flowcharts; analytical and consultative approach.
• Comfortable with analytics tools / application software and digital tech (e.g., API + SFTP integrations, automation, basic HTML/web concepts).
• Excellent written/verbal communication & presentation skills (virtual + in-person); able to partner with Product and stay close to market/competitive updates.
• Thrives in a fast-paced environment, manages multiple priorities, and can own monthly/quarterly objectives in a remote, distributed setup.
• Fluent in English and Mandarin/Cantonese.

Benefits

Why it would be awesome to work with us

• 🍹 Unlimited Annual Leave: We prioritize your well-being and trust you to manage your time.

• 🏝️ Flexible Working: Whether from home, a coffee shop, or our global hubs, work where you're most comfortable.

• 💪 Project Ownership: You get to lead  the initiatives you're passionate about, professionally or socially.

• 🌱 Grow with us: We're invested in your personal and professional development.

• 🌎 Global, diverse, and innovative team: Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation.

• 🤝 Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself.
• 🎉 Celebrate together: Enjoy remote and hub company and team  events that strengthen our bonds and build a fun culture.
  

Our Values

• EXCELLENCE: We pursue mastery and craftsmanship. "Good enough" is our enemy. We have a thirst and desire for knowledge. There's always an opportunity to be better.

• AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance and clear goals instead of orders. We self-assess the quality and impact of our work.
• COURAGE: We share our opinion, even if it's uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we're not sure it will succeed.
• HUMBLENESS: We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives.