Senior Customer Success Manager - (Key Accounts)

Description

ABOUT US

Inspectorio is a SaaS company founded in 2016, aimed at helping brands, retailers and manufacturers build an interconnected supply chain. Through our suite of products, including RISE, SIGHT, and TRACKING, we’re able to support our customers to manage risk through digitalized quality, compliance, and production tracking programs.

Bound by our mission to build an interconnected, sustainable, and transparent supply chain, and was named Best Tech StartUp in 2021 by The Tech Tribune. And the industry sees our vision, as today, Inspectorio is used by over 8,000 customers, including some of the largest brands and retailers in the world.

Job Summary

As a Senior Customer Success Manager, you will act as a trusted business partner to our largest/enterprise and most important customers of Inspectorio to understand their unique company challenges and goals. You will advocate the innovative power of our products to make organizations more productive, collaborative, and ensure they are meeting their business priorities and outcomes with the Inspectorio platform.

Responsibilities

• Present a company 360 view of customers’ key performance metrics and health score
• Help customers reflect their business processes on the Inspectorio platform through management and guidance of configuration, integration, and training.
• Drive business development, forecast accurately and achieve strategic goals by leading customers through the entire impact journey that Inspectorio can offer.
• Influence long-term strategic direction to C-level executives and serve as a supporting business partner.
• Propose, develop and lead the execution of adoption plans and successfully prescribe impactful solutions
• Drive account strategy in generating and developing business growth opportunities, working collaboratively with cross functional leaders as well as the Product team.
• Lead renewal activities and ensure timely renewal/invoicing
• Understand each customer’s Quality and Sustainability goals, strategic growth plans and business drivers, technology strategy, and competitive landscape.
• Build and deepen executive relationships with customers through QBRs (Quarterly Business Review), MBRs and regular check ins
• Identify opportunities for upselling, cross-selling and any other expansion opportunities
• Establish processes required to ensure efficient, effective cross functional collaboration
• Cross functional collaboration with Product to ensure the team continues to enhance capabilities that better serve our customers, In collaboration with the product team, responsible for the deep understanding of all current and future product capabilities and their respective value proposition. Stay up to date on all Product and major Industry developments.
• Drive insights and performance recommendations to customers by analyzing customer data.
• Measure and track portfolio during each stage of customer journey including, onboarding, adoption levels, upsell, renewal and advocacy and loyalty.
• Manage a portfolio of key customer accounts help drive CS metrics such as GRR, NRR and Adoption

Requirements

• Comfortable to own and manage monthly & quarterly objectives and quotas
• Experience in establishing and growing senior-level relationships (Directors, VP, SVP, etc.)
• Bachelor's degree or equivalent practical experience.
• Experience using Sales/Customer Success tools such as Hubspot, LinkedIn, Totango, Salesforce, etc.
• Demonstrated success with large complex commercial and legal negotiations working with procurement, legal, and business teams.
• 5 years of experience in software sales and strategic account management at an enterprise B2B software company.
• Understanding of global sourcing and/ or manufacturing industry.
• Track record in working with and managing partners in complex implementation projects, including global system integrators and packaged software vendors.

Benefits

• 🌎 Global team: you’ll be joining a fun, and welcoming global team from over 40 countries.
• 🍹 Unlimited annual leave: Yes, you heard that right! We take work:life balance seriously!
• 🏝️ Flexible working: You can WFA, or from our many hubs around the world.
• 💪 Project ownership: Whatever work or social project you’re passionate about, we’ll listen!
• 🌱 Personal and professional growth: we make sure to invest heavily in our team!
• 🥳 Fun: Company-sponsored trips, weekly parties, sporting events, and more.

Our Values

Carlos Moncayo, our CEO wrote these values himself - he’s deeply passionate about these and they’re at the center of everything we do. They’re in our day-to-day and our driving force for success.

• AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance, and clear goals instead of orders. We self-assess the quality and impact of our work.
• COURAGE: We share our opinion, even if it’s uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we’re not sure it will succeed.
• EXCELLENCE: We pursue mastery and craftsmanship. “Good enough” is our enemy. We have a thirst and desire for knowledge. There’s always an opportunity to be better.
• HUMBLENESS: We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives.