Customer Success Manager NA WMS

If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better.

We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.

As a Customer Success Manager, you are passionate about leveraging your communication, organization, and partnership building skills to provide seamless and efficient support solutions. You have a keen eye for identifying risks, opportunities, and a knack for problem-solving. You excel in a fast-paced environment where you can apply your knowledge of Infios team’s, processes, and solutions to ensure successful long-term business relationships with our customers.

Your background includes a solid foundation in enterprise software solutions coupled with a customer-centric approach. You use these skills to ensure that you not only identify risks and build proactive approaches to address them but also empower your customers to understand and build confidence in Infios. You are committed to staying up to date with the latest technologies, enabling you to adapt swiftly to evolving landscapes and deliver customer excellence. Your goal is to consistently exceed expectations.

What a day in the life looks like:

• Engagement with identified customers, to understand their challenges and opportunities.

• Build trust and subject matter expertise throughout the Customer’s journey

• Establish and maintain relationships throughout the broader Infios organization. A need to understand where to go, and when, for various customer challenges

• Track Key Performance Indicators to understand and adapt strategies to ensure Customer satisfaction and escalation deferral

• Be the primary point of contact for the customer leadership, including for escalations to ensure their concerns are addressed quickly and efficiently, without needing the customer to directly engage other areas of Infios

• Provide support for Infios Executives in internal and external engagements

• Engage with and understand the role of partners in the delivery of Infios services

• Provide remote and on-site presentations in support of executives and Customers on all engagement levels

• Ensure proactive approaches, including environmental with scalability, to deflect business-impacting support issues

• Partner with Product Development and Engineering, Operations, Sales, Customer Support and Product Management to identify, address, and mitigate production risks

• Formalize Success Plans across each key customer

• Availability for escalation assistance for the 24/7 coverage team as part of on-call rotation

• Ensure key talking points for the team and the broader organization are defined and consistent across the organization and customer base
  
  

What you bring to the team:

• BS/BA in a technical or business-related area

• 4+ years in a customer-facing role, such as support, implementation, consulting or account management

• Experience with enterprise-level SaaS solutions

• Experience with risk identification and resolution

• Strong customer service, analytical and communication skills

• Ability to respond to ambiguous situations and/or processes to deliver an excellent customer experience

• Proven ability to multi-task and thrive in a dynamic, fast-paced, high-growth environment

• Ability to promote partnerships across internal and external stakeholders

• Able to coordinate cross-functional teams to resolve complex issues within a designated time frame including pressure situations with a service down situation

• Independent and collaborative team member across multiple organizations in Infios

• Strong leadership skills

• Fluency in English

• Ability to travel 25%
  
  

Preferred: (the more the better)

• Strong knowledge of SaaS environments for supply chain software

• High-level knowledge of cloud infrastructure and services

• Supply Chain and Distribution Industry knowledge and experience

• ServiceNow, Moogsoft, Datadog, LogicMonitor experience
  
  

Base Salary 105,000.00 USD

This compensation range is indicative of the role. Compensation offered is on the basis of evaluation during interview process, the candidates’ range and depth of experience, business and market financials and internal pay parity. *This role comes with additional bonus commensurate to the level of the role in the organization.

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Why join us ?

At Infios , we're not just looking for employees; we're looking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you're at the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better.

We believe the future is better when supply chains work better.

We are an equal-opportunity employer and committed to inclusion in the workplace.

At Infios , we believe that inclusion is a fundamental cornerstone of our success. We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued—whether they look, think, move, believe, or love differently.

All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, religion, age, disability, veteran status, genetic information, or any other characteristic protected by law.


Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you require assistance or accommodation due to a disability during the recruiting process, please let us know at [email protected]


Disclaimer: This job advertisement is not designed to cover a comprehensive listing of all duties or responsibilities that are required for this job. Please note that any salary information is a general guideline only. Individual compensation will be determined by various factors such as the scope and responsibilities of the position, experience, education, skills, location, and market and business considerations. Applications must be submitted via our career site.