PURPOSE
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 Technical Consultant is responsible for providing technical solutions to existing customers on the Centric product portfolio, mainly Centric PLM, and must be able to articulate the company’s technology to both business and technical users.
This position will report into the Technical Team Lead, Customer Success. The reporting line may change to the Upgrade Manager, Customer Success, after successful onboarding.
SCOPE
- Central Europe region
- Existing customer base
- Involved after the initial project with a customer has been finalized
- Involved upgrade projects
MAIN TASKS
- Collect information about the customers’ system configuration, IT landscape and data usage to identify weaknesses and problems, and understand the root causes
- Provide guidance and formulate recommendations based on experience and Centric best practices, considering customer needs and Centric 8 capabilities
- Present solution findings and suggestions to customers with justification, recommendation and practical advice
- Create and confidently deliver technical presentations internally and externally
- Work with Product Management to feedback on issues with current products and provide input around new products
- Builds productive relationships internally and externally, fostering teamwork by keeping colleagues updated on activities
- Able to understand business drivers and risks involved to the customer and to Centric
- Adhere to the company’s quality standards and code of conduct
- Collect data package for preparing the migration scripts
- Refactor the configuration for the new release
- Run upgrade process, support UAT & hyper care processes and present solutions
COLLABORATION
- Collaboration with other Customer Success teams & Upgrade Managers
- Collaboration with Support / Cloud Operations / R&D teams
- Collaboration with business consultants
- Regular exchange with technical consultants, service teams and partners
- In depth working knowledge of Centric 8 OOTB Functionality and configuration possibilities.
- Working knowledge of current issues and technologies concerning the PLM industry, together with a demonstrable interest in keeping abreast with technical developments in this field.
- Able to show and discuss a range of previous customer solution designs & technologies
- Configuration
- Out of the box
- Migration
- XML / API / SQL
- Data Cleansing
- VPN
- SSO
- Node-based data structures
- Upgrade
- Develop and create integrations based on REST and Message Queueing (AMQP)
- Understanding of HA and Client-server model.
- Ability to develop effective working relationships internally at a variety of levels and work closely with product development
- Organized and analytical
- Ability to cope under pressure and prioritize work accordingly
- Assume a few days per month on site at the different customer locations throughout Europe
QUALIFICATION
- Bachelor degree (or equivalent) in Computer Science / or equivalent
- Fluent German & English (spoken/written)
- Proven presentation and communication skills
- Knowledge in Bitbucket/JIRA/Confluence (or similar tools)
- 5-10 years’ experience working for a Technical / Integration / PLM software vendor
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.
