Customer Success Manager

Summary

Join RELEX Solutions as a Customer Success Manager – US LATAM and contribute to the company's expansion into Latin America. You will be responsible for building strong customer relationships, leading KPI target discussions, improving NPS scores, and identifying upsell and cross-sell opportunities. This role requires a deep understanding of retail supply chains and experience in areas like demand planning, forecasting, replenishment, space planning, assortment, category management, merchandising, and price and promo optimization. You will work closely with customers to understand their business processes, identify areas for improvement, and optimize their use of RELEX's solutions. The ideal candidate will have a minimum of 2-5 years of experience in SaaS Customer Success Management, IT Service Management, Management Consultancy, Supply Chain Management, or Account Management, with fluency in English and Spanish. RELEX offers a dynamic work environment, flexible working hours, remote work opportunities, and a commitment to career progression.

Requirements

• Candidate must be based in Mexico
• Minimum 2-5 years of relevant work experience in SaaS Customer Success Management, IT Service Management, Management Consultancy, Supply Chain Management, or Account Management role operating or supporting one of the key areas above
• English and Spanish fluency is a must – Portuguese is a plus
• Experience in having full customer responsibility, developing customer accounts, managing development roadmaps, and actively building pipeline and closing cross sell and upsell opportunities
• Process and software solution experience in any of the following areas: Demand planning
• Space and assortment
• Merchandising
• Retail or CPG
• Industry experience with retailers, preferably experience with Tier 1 retailer
• Relevant Master's or Bachelor’s degree with an excellent academic record in e.g., Industrial Management, Business Administration, Business Management, Computer Engineering, Industrial Engineering, Computational Science and Engineering, Logistics, Supply Chain Management or Supply Chain Engineering

Responsibilities

• Having your finger on the pulse of your customers operations and business strategy - measuring satisfaction, asking about challenges, and offering help when needed
• Working with your customers with a strong consultant mindset to understand and optimize their business processes and identify areas of opportunity to increase sales, reduce costs and maximize the efficiency of in-store operations
• Monitoring customer's key performance metrics and taking the necessary actions to improve them
• Facilitating recurring quarterly business review (QBR) meetings to align with customer's business-strategy and RELEX road map
• Working closely with Service Delivery Manager to plan and coordinate version upgrades
• Manage customers solution improvements and work directly with RELEX Value Development team
• Providing thought leadership, innovation, and having the confidence to challenge business strategy with your customers
• Primary escalation points for business operations, secondary for IT
• Administrative functions such as reporting and invoicing billable activities

Preferred Qualifications

• Combination of Customer Success Management skills, IT Service Management skills and retail industry knowledge
• Able to influence business strategy and communicate effectively at all levels
• Able to understand customer’s challenges from business and IT perspectives
• Able to independently develop customer accounts and create more value for our customers

Benefits

• A front row seat in a rapidly growing and international software company
• Working with a fun, ambitious, and committed team of smart people
• A respectful and professional, yet easy-going atmosphere where individual thinking is encouraged
• Responsibilities in challenging projects from day one
• International career and learning opportunities
• Position where you can help retailers fight against food waste
• Flexible working hours and the opportunity to work remotely from your home office