Customer Value Manager

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.

About toolsgroup

• 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.

Responsibilities

• A Customer Value Manager empowers customers to achieve target business outcomes while driving retention, consumption upsells and provides meaningful feedback for product development.
• Customer Relationship Management Trusted Advisor Role: Establish and nurture long-term relationships by understanding the customer’s strategic supply chain challenges and goals.
• Execute scheduled business reviews to assess outcomes, gather feedback, and identify adjustments needed for continued success.
• Quantifiable outcomes (i.e. ROI, service level and inventory targets, etc.) reported to customers regularly.
• Partner with the Professional Services team to guide customers through onboarding, ensuring a smooth and efficient implementation of our supply chain planning software.
• Lead training sessions, demonstrations, and webinars to ensure high adoption and ease of use of the software.
• Use quantitative and qualitative metrics to evaluate product usage, adoption of core features, and overall customer satisfaction.
• 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.
• 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.
• Develop and present dashboards that capture product usage, engagement levels, and success metrics aligned with supply chain performance improvements.
• Issue Resolution & Support Coordination Rapid Problem-Solving: Coordinate with technical support and engineering to resolve customer issues quickly, minimizing disruption in supply chain operations.
• Implement standardized escalation procedures to ensure timely intervention for critical issues.
• Identify and close opportunities for upselling.
• 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.

Requirements

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.