Business Consultant, Customer Success

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, 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

• CERT region
• Existing customer base
• Involved after the initial project with a customer has been finalized

MAIN TASKS

• 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

• Collaboration with other Customer Success teams
• Regular exchange with peers from Pre-Sales, service teams and partners

OBJECTIVES / KPIs

• Customer satisfaction and retention (customer survey result)
• Utilization target (%)
• 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 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

Travel Requirements

Assume 1 days per week on site at the different customer locations throughout Europe

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.