Lectra Systems (Shanghai) Co. Ltd
Customer Success Manager
INTRODUCTION
We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries powered by Industry 4.0 and supported by Lectra. Software, equipment, data and services. At Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry 4.0 revolution with boldness and passion by providing best-in-class technologies. But it doesn’t stop there. By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers. And we’re always on the lookout for new tech-enthusiasts to join the team! With more than 50 years of experience and a presence in over 100 countries around the world, we are 3,000 employees united by passion and driven by innovation. A unique journey awaits you at Lectra, are you ready to craft the future of technology together?
POSITION SUMMARY
Part of the Customer Success team, the Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. The Mission of the Customer Success Team is to increase sustainable proven value for both the Customers and Lectra.
As a Customer Success Manager,you will be managing a few of Lectra customers, driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.
DUTIES AND RESPONSIBILITIES
The Customer Success Manager analyzes customer data to identify the level of health and risk of non-renewal (solution/contract) or churn (subscription).
He / she Contributes to improving the customer satisfaction, health and retention
The Customer Success Manager develops long-term customer relationships and support them proactively and qualitatively.
He / she improves the perception of the value of Lectra solutions and service contracts/subscription.
By developing close intimacy with the customers, he/she identifies additional sales opportunities
The Customer Success Manager coordinates escalation process and customers evolution requests within the Lectra teams (Marketing, R&D) and with the Global Account Team to improve customer satisfaction, retention, contract / subscription coverage and revenues
He/she contributes to define and implement Service and Customer Success strategy for Key accounts together with the Account Team
He / she also supports the Account Team to improve the perception of the value of the contracts and subscriptions (customer presentations & visits…)
POSITION QUALIFICATIONS
Excellent interpersonal and communication skills to build effective relationships with customers and with other members of the account team.
An ability to grasp customers’ needs and suggest timely solutions
EDUCATION AND/OR EXPERIENCE
TRAVEL
There will be 50 to 70% of travel to customer sites and Lectra offices across the region
At the forefront of innovation since its founding in 1973, Lectra provides industrial intelligence technology solutions—combining software in SaaS mode, cutting equipment, data, and associated services—to players in the fashion, automotive and furniture industries.
With boldness and passion, Lectra accelerates the transformation and success of its customers in a world in perpetual motion thanks to the key technologies of Industry 4.0: AI, big data, cloud and the Internet of Things.
The Group is present in more than one hundred countries. It operates three production sites for its cutting equipment, located in France, China and the United States.
Lectra's 3,000 employees are driven by three core values: being open-minded thinkers, trusted partners and passionate innovators. They all share the same commitment to social responsibility, which is one of the pillars of Lectra's strategy for ensuring sustainable growth for both the company and its customers.
The company is listed on Euronext, and is included in CAC All Shares, CAC Technology, EN Tech Leaders and ENT PEA-PME 150 indices.
