Customer Value Manager

About ToolsGroup

ToolsGroup is a global leader in retail and supply chain planning, helping businesses navigate uncertainty and complexity with AI-powered solutions. Our platform enables real-time inventory visibility, demand planning, and service level optimization—ensuring the right products are in the right place at the right time. With ToolsGroup, companies can keep their promises to customers, maximize revenue, and optimize working capital—even in the most constrained environments.

About the Role 
You play a crucial part in ensuring the success, satisfaction, and retention of our valued customers who utilize our supply chain software. A Customer Value Manager’s goals include ensuring our customers implement and utilize our software to achieve superior results by improving supply chain performance. A Customer Value Manager empowers customers to achieve target business outcomes while driving retention, consumption upsells and provides meaningful feedback for product development.

Main Responsibilities

1. Customer Relationship Management
   • Trusted Advisor Role: Establish and nurture long-term relationships by understanding the customer’s strategic supply chain challenges and goals.
   • Regular Engagement: Execute scheduled business reviews to assess outcomes, gather feedback, and identify adjustments needed for continued success.
   • Report on value attainment: Quantifiable outcomes (i.e. ROI, service level and inventory targets, etc.) reported to customers regularly.
2. Onboarding & Training
   • Tailored Onboarding: Partner with the Professional Services team to guide customers through onboarding, ensuring a smooth and efficient implementation of our supply chain planning software.
   • Empowerment through Education: Lead training sessions, demonstrations, and webinars to ensure high adoption and ease of use of the software.
3. Retention & Expansion
   • Customer Health Monitoring: Use quantitative and qualitative metrics to evaluate product usage, adoption of core features, and overall customer satisfaction.
   • Proactive Account Management: Identify potential risks early on, manage churn, drive renewals, and uncover opportunities for upsell and cross-sell—especially when new supply chain functionalities are introduced.
4. Product Advocacy & Feedback Loop
   • Voice of the Customer: Act as a representative of the customer to the product and engineering teams, ensuring that supply chain needs and improvements are factored into the roadmap.
   • Insightful Reporting: Develop and present dashboards that capture product usage, engagement levels, and success metrics aligned with supply chain performance improvements.
5. Issue Resolution & Support Coordination
   • Rapid Problem-Solving: Coordinate with technical support and engineering to resolve customer issues quickly, minimizing disruption in supply chain operations.
   • Escalation Protocols: Implement standardized escalation procedures to ensure timely intervention for critical issues.
6. Renewals & Upsells
   • Upsell: Identify and close opportunities for upselling.
   • Renewals: Ensure timely renewals of customer subscriptions.

Requirements   

• Bachelor's degree or equivalent experience in Business, Marketing, Supply Chain Management, Inventory Planning, or related field.
• 3 years of proven experience in Customer Success, Account Management, or a related customer-facing role with a track record of meeting and exceeding customer satisfaction and retention goals.
• Strong understanding of supply chain processes, with experience in demand forecasting, inventory optimization, and replenishment planning.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Familiarity with CRM platforms (i.e., Salesforce, HubSpot), data analytics tools, and training/demo software.

Additional Qualifications   

• Leadership. To lead initiatives that will help achieve goals faster.
• Problem-solving. Since your time will be spent solving users’ obstacles and finding the right solutions.
• Communication. Since this is a very client-facing job, your ability to communicate effectively at all levels, is essential to perform well.
• Empathy. To understand your customers.
• Industry knowledge. To be helpful, you must familiarize yourself with your customer’s business model and common pain points.
• Technical savviness. So, you can deeply understand your product and ensure that users are on the right track.
• Collaboration. The best Customer Success teams regularly collaborate with sales, marketing, and support teams to exchange data and create more thoughtful strategies.

Key Performance Indicators
 

KPI	Description	Target/Comment
Gross Retention Rate (GRR)	Percentage of ARR maintained YOY.	Target is >95%
Net Retention Rate (NRR)	Sum of GRR and incremental ARR from upsell and renewals.	Target is >105%
Net Promoter Score (NPS)	Indicator of customer satisfaction and their likelihood of recommending the platform.	Benchmark against industry standards
Customer Health Score	Composite metric combining usage rate, support interactions, and overall satisfaction.	Monitor and score monthly
Adoption & Value Delivered	Usage score, QBR completion, product penetration.  Number of QBR or Usage % if TG data allows.	TBD
Advocacy/Reference Activity	References, case studies, reviews	≥ 1 per quarter

Applying to this job the candidate consents that his/her data are treated by ToolsGroup in compliance with the GDPR n. 2016/679 GDPR and Transparency Document

U.S. applicant notice: This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. ToolsGroup is CCPA/CPRA compliant.