Customer Success Team Engagement Consultant

Exceedra are a fast paced, dynamic software company, disrupting the Integrated Business Planning and Revenue Management Software market. Our software enables consumer goods organizations to maximize their revenues and have clearer visibility of their Trade Spend ROI. Our solutions focus on empowering user experience through simplicity, presenting a complex business process in an easy to use tool. 

The purpose of this role is to form a first point of contact for Exceedra’s in-life customer base, leading to increased customer satisfaction and potential sell on opportunities.

Job Title

Customer Success Team Engagement Consultant

Team

Customer Success Team

Reports To

Customer Success Manager

Job Specification

Key Accountabilities

  • Owning relationships from an engagement perspective with specific clients. This would include:
    • Visiting customer sites to provide demos / training and advise clients on how best to derive benefit from Exceedra.
    • Identifying opportunities for additional services and features to be provided to their clients.
    • Responding to ad-hoc queries and questions from clients with regards to their implementation of Exceedra.
    • Responding to ad-hoc queries and questions from Exceedra technical staff with regards to specific client implementations.
  • Assisting the Customer Success Manager with internal engagement, including internal testing, UAT triage, support ticket triage, change request assessment.
  • Completing documentation reviews and ensuring Client Configuration Documents (CCD) and interface specifications are kept up to date, with all changes captured.
  • Drive standard working and adherence to process across the team.
  • Participate within the delivery process for Exceedra’s non-customised, off the shelf product – “Foundation”.
  • Forming successful relationships with clients and internal teams. Interpersonal skills and emotional intelligence will be key requirements for this individual.

The above list of duties is not exhaustive and is subject to change.  The post holder may be required to undertake other duties.

Personal Specification

Essential

  • Understanding of the financial drivers by which businesses operate, e.g. P&L, monthly financial cycles, key metrics.
  • Presentation skills – comfortable running training sessions and facilitating meetings for up to twenty people.
  • Stakeholder management skills – able to guide and influence team members from client side.
  • Communication skills – able to parse complex technical issues and concepts into appropriate language for clients’ understanding and, vice versa, able to translate client business problems into appropriate language for technical team members.
  • Minimum of two years’ experience in finance, supply chain, sales or consulting.
  • Interpersonal and team working skills
  • Trustworthy
  • Able to speak on familiar topics with gravitas and authority.
  • Able to operate in a fast-paced environment with multiple conflicting priorities.

Desirable

  • Relevant accountancy qualifications
  • BCS Business analysis certification
  • Understanding of the financial drivers and metrics as applied within the fast moving consumer goods (FMCG) industry.
  • Experience of working within a project team undertaking the implementation of an ERP or forecasting software tool.
  • Knowledge of the Sales and Operational Planning cycle and promotional planning with retailers
  • Business analysis skills – ability to elicit requirements from customers
  • Sales skills – experience of identifying opportunities for delivery of additional services
  • Experience within the fast moving consumer goods (FMCG) industry.
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