Lectra – Customer Success Director, Japan
Job Description
Lectra develops premium solutions that give fashion, automotive, and furniture companies the means to embark on Industry 4.0 with confidence. We empower brands, manufacturers, and retailers, providing them with the market respect and peace of mind they deserve. Lectra offers Collection Design, Manufacturing and Management solutions (CAD, CAM, PLM, PIM, DAM), Cutting Room solutions, and Competitive Intelligence solutions. Founded in 1973, the company reported revenues of 468 million euros in 2021 and is listed on Euronext (LSS).
In June 2021, Lectra acquired Gerber Technology, a USA-based company founded in 1968. Like Lectra, Gerber Technology develops software and automation solutions for fashion, automotive, furniture, and other businesses across the globe.
By uniting, Lectra and Gerber Technology will become the ultimate Industry 4.0 partner for their customers.
For more information, please visit www.lectra.com and www.gerbertechnology.com.
WHY IS THIS AN EXCITING OPPORTUNITY?
- Growing environment with the ability to develop within a highly qualified team
- Working in a multi-cultural team and international company
- Working with well-known products and with very good references in this market
- Competitive compensation and benefits
What is the idea behind Customer Success? It is not about the customer being happy or satisfied. Rather, the customer must be successful with the product or service. Success in this sense means that the expectations that the customer has about the product/solution are fulfilled. This usually can only be achieved if the entire organization is geared towards enabling the customer to obtain the maximum benefit from the product.
Successful customers do not quit, but satisfied customers might. Feeling good through customer orientation is not enough. The product has to support the customer’s goals, for example by increasing revenues or productivity. Then the risk for the customer to replace the product with a competitor’s offer is clearly too high.
KEY RESPONSIBILITIES:
Main responsibilities: Manage Customer Success Activities
- Consumables and parts sales
- Customer Success Management
- Training and delivery activities (Professional Services)
- Ensure quality of support given to the Customers
- Develop a strategy for Winback, while continuing a high rate of conversion and renewal; the objective to maximize the revenues of service contracts (HW and SW).
- Develop and maintain relationships with key accounts and promote quality service and value for money of Lectra Service contract.
- Customer Success Management
- Increase renewal rates and reduce churn
- Expand our revenue in accounts through cross-selling and up-sell
- Influence future value through higher product adoption and customer satisfaction
- Drive new business growth through greater advocacy and reference-ability
- Manage training and delivery activities
- Achieve billability target
- Optimize resources and develop versatility
PROFILE
- 10+ years experience in leading customer-facing organizations
- Relevant Bachelor’s or Master’s degree
- Strong experience in a Customer service organization
- Experience in business-to-business activities delivering complex high technological solutions
- Ability to manage influence through persuasion, negotiation, and consensus building
- Ideally combined background of post-sale and sales experience
- Strong empathy for customers and passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Strong project management skills (forecasting, scheduling, workload management, pool of experts management & development)
- Demonstrated desire for continuous learning and improvement
- An enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
- Understand the cross-cultural working environment
TRAVEL:
The position is based in Japan (Osaka)
There will be up to 50% of travel to customer sites/Lectra offices
