Customer Success Manager (Key Accounts)

About Inspectorio

Inspectorio is the leading AI-powered supply chain platform optimizing performance, building resilience, and providing intelligence across production chains for global brands, retailers, and their multi-tier suppliers.

Our innovative platform seamlessly connects and digitizes supply chain processes to optimize decision-making, while providing real-time visibility and control over production chain operations.

Today, Inspectorio is used by over 12,000 customers, including some of the largest brands and retailers in the world.

About the role

What you'll do

• Manage a portfolio of key customer accounts help drive CS metrics such as GRR, NRR and Adoption
• Build and deepen executive relationships with customers through QBRs (Quarterly Business Review), MBRs and regular check ins
• Present a company 360 view of customers’ key performance metrics and health score
• Propose, develop and lead the execution of adoption plans and corrective action plans, successfully prescribe impactful solutions
• Influence long-term strategic direction to C-level executives and serve as a supporting business partner.
• Ensure the health of the account remains high at all times by producing documents, meetings, presentations, reports, and webinars.
• Help customers reflect their business processes on the Inspectorio platform through management and guidance of configuration, integration, and training.
• Measure and track portfolio during each stage of customer journey including, onboarding, adoption levels, upsell, renewal and advocacy and loyalty.
• Identify opportunities for upselling, cross-selling and any other expansion opportunities
• Lead renewal activities and ensure timely renewal/invoicing
• Establish processes required to ensure efficient, effective cross functional collaboration
• Drive insights and performance recommendations to customers by analyzing customer data.
• Revise playbooks / tools based on results and best practices analysis to ensure the defined processes maximize the value deliver to customers and proactively identify risk and opportunities
• Drive business development, forecast accurately and achieve strategic goals by leading customers through the entire impact journey that Inspectorio can offer.
• Understand each customer’s Quality and Sustainability goals, strategic growth plans and business drivers, technology strategy, and competitive landscape.
• Maintain clear and updated documentation on all information gathered to ensure the rest of the team is enabled to operate efficiently.
• Help the rest of the team continuously improve the revenue growth process and strategy.
• Drive account strategy in generating and developing business growth opportunities, working collaboratively with cross functional leaders as well as the Product team.
• Cross functional collaboration with Product to ensure the team continues to enhance capabilities that better serve our customers, In collaboration with the product team, responsible for the deep understanding of all current and future product capabilities and their respective value proposition. Stay up to date on all Product and major Industry developments.

Qualifications

• A minimum of 5+ years in a customer-facing role, preferably as a Customer Success Manager or in a similar position, demonstrating a strong track record of success.
• Fluencyin English is a must, and any other language such as Spanish or Portuguese would be preferred.
• Strong interpersonal skills with the ability to build rapport and trust with clients.
• Excellent communication and presentation skills, both written and verbal.
• Ability to prioritize, multitask, and manage time effectively in a fast-paced environment.
• Analytical mindset with the ability to interpret data and trends.
• Experience working in a cross-functional team environment.
• Familiarity with CRM software and customer success tools is a plus.
• Ability to establish and grow in senior-level relationships (Directors, VP, etc.) being seen as a trusted advisor.
• Comfortable to own and manage quarterly objectives and quotas.

• 🍹 Unlimited Annual Leave: We prioritize your well-being and trust you to manage your time.

• 🏝️ Flexible Working:Whether from home, a coffee shop, or our global hubs, work where you're most comfortable.

• 💪 Project Ownership: You get to lead the initiatives you're passionate about, professionally or socially.

• 🌱 Grow with us:We're invested in your personal and professional development.

• 🌎 Global, diverse, and innovative team:Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation.

• 🤝 Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself.
• 🎉 Celebrate together: Enjoy remote and hub company and team events that strengthen our bonds and build a fun culture.

• EXCELLENCE: We pursue mastery and craftsmanship. "Good enough" is our enemy. We have a thirst and desire for knowledge. There's always an opportunity to be better.

• AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance and clear goals instead of orders. We self-assess the quality and impact of our work.
• COURAGE: We share our opinion, even if it's uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we're not sure it will succeed.
• HUMBLENESS: We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives.