Customer Success Manager (Data Science)

at  CENTRIC SOFTWARE INC

ABOUT THE TEAM

The Centric Pricing and Inventory Business Unit is a fast-growing, fast-paced team, with many exciting opportunities for the entrepreneurial-spirited individual who wants to be a part of the most innovative AI-based in-season pricing & inventory solutions in the industry. This team requires a real sense of initiative and autonomy to deal with everyday situations. Centric is aggressively penetrating the fashion/apparel, beauty, and home markets with solutions in Market Intelligence & Trends, and Price & Inventory optimization automation. The ability to deal with customers and handle customer situations will be key.

• Own and develop a portfolio of 5-10 customers
• Form strategic relationships and develop strategic roadmaps
• Visit customers on-site or remotely through web sessions
• Monitor and improve customer success process
• Own key activities QBRs (Quarterly Business Reviews), user trainings, roll outs
• Document all customer relevant interaction (ticket system) and relevant customer information specifics
• conduct customer satisfaction surveys
• 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 mananger on upsell & cross sell opportunities
• Continuous improvement of processes and systems for project, service and requirements management (via feature requests).
• Analyze and interpret A/B test results to determine the further roll out configurations and plans
• Work with the customer to optimize the performance of the product, including making recommendations for configuration changes or other improvements
• Ensure all customer specific time & effort is being tracked accurately