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 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

• Drive account strategy in generating and developing business growth opportunities, working collaboratively with cross functional leaders as well as the Product team.
• Drive business development, forecast accurately and achieve strategic goals by leading customers through the entire impact journey that Inspectorio can offer.
• Present a company 360 view of customers’ key performance metrics and health score
• 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.
• Measure and track portfolio during each stage of customer journey including, onboarding, adoption levels, upsell, renewal and advocacy and loyalty.
• 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
• Lead renewal activities and ensure timely renewal/invoicing
• Influence long-term strategic direction to C-level executives and serve as a supporting business partner.
• Help customers reflect their business processes on the Inspectorio platform through management and guidance of configuration, integration, and training.
• Manage a portfolio of key customer accounts help drive CS metrics such as GRR, NRR and Adoption
• Propose, develop and lead the execution of adoption plans and successfully prescribe impactful solutions
• Drive insights and performance recommendations to customers by analyzing customer data.
• Understand each customer’s Quality and Sustainability goals, strategic growth plans and business drivers, technology strategy, and competitive landscape.

Requirements

• Comfortable to own and manage monthly & quarterly objectives and quotas
• Bachelor's degree or equivalent practical experience.
• Experience in establishing and growing senior-level relationships (Directors, VP, SVP, 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.
• Experience using Sales/Customer Success tools such as Hubspot, LinkedIn, Totango, Salesforce, etc.
• 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

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

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.

• 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.
• 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.