Associate Client Success Manager - Manufacturing

Overview

Associate Client Success Manager for Manufacturing, responsible for managing post-go-live customer accounts and support delivery for o9's planning platform in the US and India.

What you'll do

• Develop and strategically manage customer accounts within the US and India for post-go-live services.
• Generate sustainable, repeatable and long-term customer revenue through exemplary support service to customer accounts.
• Resolve customer issues in a timely fashion, ensure the accuracy of data loads and validate end-to-end workflows to maintain solution usability and uptime.
• Achieve agreed performance levels in line with customer requirements and functional SLAs.
• Act as the single point of contact for any platform-level upgrade, patch or hotfix.
• Assign and monitor tasks for support consultants.
• Identify design issues in the existing setup and coordinate with functional and technical support consultants to drive resolution.
• Build and manage successful support teams in a global environment, motivating the team and initiating its career enhancement.
• Maintain a repository of all project-related documents for use throughout the project, for historical reference, training and audits.
• Work with the R&D team to drive enhancements in the product.

What you'll need

• 7+ years of experience.
• Master's degree in Operations Research, Mathematics, Science, Engineering, Business Administration, Business Analytics, Computer Science, or related fields (including Supply Chain Engineering).
• Experience in planning applications such as Manugistics, SAP APO, SAP IBP, JDA Demand Fulfil, JDA S&OP, i2 Supply Chain Planner, or Oracle SCM.
• High degree of interpersonal effectiveness and ability to build relationships with customers across levels and functions.
• Presentable personality, able to be the face of o9 for the Support Organization.
• High drive and energy with the ability to handle multiple actions and facets effectively and quickly.
• Strong project management skills.

Details

• Location: Bangalore, Karnataka, India.
• Work from home two days a week.