EazyStock Customer Success Manager

EazyStock

EazyStock’s parent company, Syncron, has been specializing in Inventory and Price solutions for enterprise customers for 30years. With customers such as JCB, Mazda and Manitowoc, Syncron is a market leader in their field.

EazyStock was set up as a cloud-based forecasting, purchasing and inventory optimization tool, with the goals of helping customers reduce stock, increase service level, provide dynamic categorization, and give easily accessible KPI information.

We are an entrepreneurial and international team, operating across Europe, Asia, and the USA, developing and selling the best cloud-based inventory optimization solution on the market.

The software is best in class, but it is our people that make us special. We hire great people, give them the tools, and then help them to flourish. We are a customer first business who achieve our goals together.

We are looking for someone who has a growth mindset, can bring experience and knowledge, and who has a genuinely customer centric outlook.

About the role

The Customer Success Manager (CSM) is the face of the company. It is an exciting and broad role that includes both heading up the implementation of new customers and providing their long-term guidance to ensure they meet their goals. It is about taking responsibility for your allocated customers and becoming a part of their business. We want you to know what they do, how they do it and how EazyStock can best add long-term value.

The CSM is the voice of the customer within the business. Whether this be product development, process improvements or support requirements, you will work cross functionally to ensure needs are met and you will play a major role in how the region evolves to further support their customers.

The CSM role is wide ranging and has plenty of scope for you to personalize your approach and develop your skills. Reporting to the Head of Customer Success, you will have your own portfolio of customers and all the support required to thrive in your role.

A Career Progression Model is in place and can be discussed at interview.

What would you do?

As a CSM you will help our customers get started with EazyStock efficiently & effectively. You will:

• Attend, contribute to, and eventually lead Discovery Workshops with customers.
• Map customer requirements to EazyStock capabilities.
• Help customers to map their data to the EazyStock interface specifications.
• Work with our implementation team to configure the EazyStock solution.
• Test inbound customer data and EazyStock results.
• Provide user training.
• Potentially create SQL reports to support specific testing use cases.

Once the customer is live you will:

• Hold regular value reviews with all of your customers to ensure they are meeting their goals, understand if their needs are changing and set value targets for upcoming periods.
• Monitor customer usage and analyze results and KPIs.
• Provide ongoing training on advanced functionality and new releases.
• Encourage customer advocacy via reviews, whitepapers, and video case studies.
• Look for upsell opportunities.
• Be the first point of contact for your customers, providing expert advice and timely solutions. Liaising with XS team if required.
• Identify functionality gaps, scope solutions, and liaise with Products Team to ensure appropriate development for your customers.

Who you are? / What we expect:

An entrepreneurial individual who is passionate about growing the EazyStock business. Laser focused on delivering customer satisfaction, this will also be someone who has incredible communication skills and must be able to build meaningful relationships at all levels of business.

The individual will be very organised and prepared to take full responsibility for their customers and their own time, structuring conflicting deadlines in the correct manner to ensure projects move forward at the appropriate pace.

Someone who has a genuine interest in utilising software to solve business problems and has experience/knowledge of using other business tools such as ERPs, CRMs or WHM solutions.

The individual will have knowledge (and likely experience) of Supply Chain, Purchasing or Forecasting and will easily be able to discuss the benefits of the EazyStock software.

This will likely be the next step in your career, possibly the first out of industry, but it will definitely be someone who is ready to step into a challenging role in a growing market with insane potential. Being a great teammate and coachable are skills that will also be required.

• Some demonstrable work