Customer Success Manager

Madrid
- Retail

Are you passionate about having impact on retail through technology? Do you want to help the world’s leading retailers, such as Scalpers, Tendam, Superdry, Under Armour or River Island? Do you have a customer centric approach, the capacity to create warm relationships, proficient analytics and consulting skills, and the courage to bring fresh ideas to customers?

Then this is your opportunity to join our us as a Customer Success Manager.

Nedap Retail is growing fast and is changing the way that the retail world works with our iD Cloud platform. Our international customer base continues to grow year on year and with the help of our state-of-the-art technology retailers and brands can create the perfect inventory visibility and exceptional shopping experiences.

As a Customer Success Manager, you will be speaking with the decision makers in fashion companies on a daily basis with a responsibility to drive product adoption, satisfaction, engagement and retention. Your ultimate goal will be to deliver high levels of business value to our customers, to create real iD Cloud advocates.

**The responsibilities of this opportunity include**:

- Be a proactive advocate within Nedap and at the customer to accomplish defined Customer Success objectives;
- Develop a trusted advisor relationship with customer stakeholders as the central iD Cloud Store point of contact after successful software implementation;
- Help in developing tools, processes and best practices to ensure customers are realizing the greatest possible value from the iD Cloud solution;
- Monitor and identify adoption and utilization trends and provide customers with recommendations based on their business needs;
- Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of iD Cloud store products and services;
Perform periodic customer health-checks to forecast customer retention;
- Cooperate with internal stakeholders to align account activities in the iD Cloud Platform with the customer’s strategy;
- Assist in the organization of community events, speaking engagements and arrange customer reference calls for our global customer community.

Your team

You will be part of our dedicated and professional customer success team led by your domain lead Customer Success. The team consists of highly motivated professionals who love working together to help our customer community succeed. The team has can-do mentality and collaborates closely with our solution experts, product team, implementation specialists and account management team to achieve common goals.

**Offer**:
We offer an energetic environment where you can develop yourself and where it is great fun to work. You get a lot of freedom to make a difference within the fashion retail industry. We are looking for someone with a 'can do' mentality and believe in the power of ideas and individual initiative. This is the foundation on which our entire organization is built. We offer the opportunity to be part of a highly successful, growing, market-leading organization with a strong mission and values, as well as a competitive salary.

Required experience and skills
- Fluent in both Spanish and English, excellent speaking and writing skills are required;
- Ideally based in Madrid or remotely located within 1h of an international airport with direct connections to key European capitals;
- 3+ years of experience in customer success or similar client-facing role in SaaS or similar industry;
- Excellent communication skills, including issue tracking, triaging and crisis management;
- Ability to deliver informative, well-organized presentations;
- Ability to efficiently manage multiple customers simultaneously;
- Ability to connect with customers at all levels, from key user to senior management;
- Ability to effectively explain technical information to non-technical audiences;
- Experience in any of the following a plus: retail processes, retail IT landscape, general knowledge of cloud architecture.