Customer Success Manager

What you’ll be responsible for:

• Managing the success of a portfolio of assigned complex strategic accounts by driving the client to steep and fast ROI, adoption, and expansion throughout the entire customer journey.
• Consult clients on their CI / TPM journey to build their transformation plan.
• Managing and delivering on various internal CI initiatives to enhance the CS team’s efficiency and productivity.
• Owning the relationship and being the trusted partner for our manufacturing customers on use-case and product functionality by providing executive oversight and facilitating outstanding client communication.
• Leading the building and deployment of Poka’s Playbooks based on CI and TPM and Poka DEMO.
• Manage both internal and external stakeholders to provide the best experience for the customer.
• Securing renewals of all contracts under management and collaborating to drive account growth.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
• Challenge customers with their existing Poka usage and promote new ways of leveraging Poka
• Document the progress of the customers' use of Poka
• Create dashboards for the Advanced analytic feature to help customers visualizing and analyzing their data
• Support clients for complementary training on Poka
• Being the link between clients and other Poka departments when needed

What you bring to the table:

• Experience in manufacturing
• Experience leading various CI and TPM initiatives
• Deep understanding of lean manufacturing principles.
• Excellent English written and verbal communication skills
• Ability to develop/maintain strong relationships with clients.
• Ability to discuss financial terms with clients — Willingness and ability cross-sell, upsell, expand, and expertly navigate contract renewals
• Adaptability to a changing environment and strong ability to work independently