Business Consultant, Customer Success Consultant

Summary

Join Centric Software as a Business Consultant & Customer Success Consultant to support customer onboarding and ongoing success for our AI-driven Planning & Pricing SaaS platform. You will be responsible for understanding customer needs, demonstrating the value of our technology, and providing technical and functional expertise. The ideal candidate possesses a strong background in business consulting and merchandise planning, pricing strategies, or AI-driven analytics, along with excellent communication and problem-solving skills. This role involves working closely with various teams, including solution architects, data science, and engineering, to deliver optimal solutions. You will build customer business blueprints, identify process gaps, and make recommendations for improvements. The position requires strong analytical skills, fluency in English, and experience in retail merchandising and consulting, preferably within the fashion and lifestyle industry.

Requirements

• You have a degree in business administration, management, merchandising, or a related technical field
• You have experience in retail merchandizing and consulting preferably within the fashion & lifestyle industry
• You have strong analytical and logic reasoning skills
• You are solution-oriented with good communication skills and enjoy working with customers
• You are driven, hungry to learn and don’t shy away from challenges
• You feel comfortable in the SaaS environment, as well as on all hierarchical levels in your communication
• You can translate customer business processes into a solution design and build a roadmap
• Your English skills are business fluent, other languages are a plus
• You are familiar with the common Office applications and Business Intelligence
• The customers are primarily served remotely, but you are willing to travel from time to time
• You enjoy working in a dynamic, diverse and multi-national team

Responsibilities

• Own and develop a portfolio of 5-10 customers
• Function as the subject matter expert/ Business Consultant within customer onboarding projects, ensuring a smooth and effective adoption of the product
• Work closely with solution architects, data science & engineering, as well as project managers to deliver the best fitting solution & configuration for the client
• Build a holistic business blueprint of your customers, mapping all structures & processes onto our solution and documenting meticulously
• Identify gaps & opportunities in the customer business processes. Work with them to optimise the performance & make recommendations for configuration changes or other improvements
• Play an active role in providing feedback to the Product teams, driving further improvements
• Carry out deep-dive analyses of markdown and inventory optimisations, building an understanding of the AI models and managing the customer acceptance rate
• Form strategic relationships with customers and develop long-term strategic roadmaps
• Own key activities QBRs (Quarterly Business Reviews), user trainings, Change Requests, Upgrades
• Visit customers on-site or remotely through web sessions
• Work closely with Customer Support Teams to ensure high operational satisfaction, as well as conducting customer satisfaction surveys (NPS)
• Monitor and improve customer success process
• Manage, communicate & document all customer topics such as configurations, incidents, feature/ change requests and follow up internally for speedy resolution
• Work closely with account & Pre-Sales manager on upsell & cross sell opportunities
• Continuous improvement of processes and systems for project, service and requirements management (via feature requests)
• Ensure all customer specific time & effort is being tracked accurately