Lead Customer Success (USA)

You experienced working in the operations field in the industry and had the challenge to contribute in manufacturing digitalization (project management, process orchestration and/or tools deployment): your knowledge will be helpful.

As leading the Customer operations team for North America, you’ll play an instrumental role at maximizing the impact of the Pelico platform for our users.

Additionally to the inherent missions, the challenges of this position will be to secure questions related to the scaling changes and to ensure a successful delivery to our clients.

• How can we support the clients

• How can we put in place practices & automation

• How can we organize and structure the delivery team

• How can we manage increasing number of priorities

What you'll do & learn 📖

In a context of growth at Pelico, as a Lead Customer Success in North America you’ll be in charge of:

1. Team Management: Recruit, train, and manage a high-performing customer success team. Set clear performance expectations, provide coaching and mentorship, and facilitate professional development opportunities. Foster a collaborative and supportive team environment.

2. Customer Onboarding: Oversee the onboarding process for new customers, ensuring a smooth and efficient implementation of the software solutions and users onboarding. Work closely with the implementation team to set realistic expectations, define success criteria, and maximizing Pelico’s impact at customers

3. Relationship Management: Build and maintain strong relationships with key stakeholders in client organizations, such as executives, project managers, and end-users. Act as a trusted advisor to understand their needs, challenges, and goals, and provide proactive support and guidance.

4. Customer Retention and Expansion: Drive customer retention and expansion efforts by identifying opportunities for upselling and cross-selling. Collaborate with the sales team to identify growth opportunities within existing accounts and develop strategies to increase customer lifetime value.

5. Customer Satisfaction and Advocacy: Monitor and measure customer satisfaction levels, collecting feedback and identifying areas for improvement. Proactively address customer concerns and ensure their needs are met. Foster a customer-centric culture and promote advocacy among customers.

6. Customer Success Metrics and Reporting: Regularly track and report on the team's performance. Analyze data and metrics to identify trends, opportunities, and challenges and make data-driven decisions to improve customer success outcomes.

7. Cross-functional Collaboration: Collaborate closely with other departments, such as sales, marketing, product management, and support, to ensure a seamless customer experience. Share customer insights, feedback, and success stories to contribute to product development, marketing initiatives, and overall company strategy.

8. Industry and Market Knowledge: Stay updated on the latest trends, best practices, and challenges in the industrial manufacturing industry. Understand the competitive landscape and how it impacts customer success strategies and tactics. Share industry knowledge with the team to provide relevant guidance and support to customers.

9. Continuous Improvement: Continuously assess and improve customer success processes, methodologies, and tools. Identify areas of improvement and implement changes to enhance customer satisfaction and achieve better outcomes.