Service Delivery Manager (French Speaker)

Company Description

Generix is a leading SaaS vendor specializing in Collaborative Supply Chain solutions that enable the seamless exchange of goods and data across the globe between suppliers and customers, all while responsibly managing their flows. Its platform of innovative digital services optimizes the management of physical flows, by coordinating the entire supply process, from production to delivery, thanks to its WMS, TMS, RMS and VMI solutions; as well as logical and financial flows, by integrating the systems of all players in the chain, from order to payment, with its e-invoicing, e-reporting, EDI, P2P and O2C solutions.

Generix creates a distinctive ecosystem designed to cater to its customers, ensuring top-notch performance and sustainability, connecting all global players in retail, industry and services, and fostering the transition toward greater digitalization and energy efficiency. With nearly 850 dedicated employees, Generix provides day-to-day support to over 4,500 companies across more than 60 countries, processes over 500 million invoices, handle more than 40 million order lines each month, and manage 8 million EDI messages daily. Our clientele includes Danone, FM Logistic, Fnac-Darty, Essilor, and Ferrero.

Job Description

The Customer Success Manager (CSM) is responsible for managing the overall relationship with strategic clients, supporting them from service delivery through the operational phase of the solution. The CSM ensures client satisfaction, adoption, retention, and growth by acting as a trusted advisor and connecting clients with the best that Generix has to offer.

Main Responsabilities

• Strategic Account Management: Own a portfolio of strategic customers, promote product adoption, ensure satisfaction, and identify growth opportunities.
• Service Reviews: Prepare and lead service review meetings, including reports on events, incidents, ongoing issues, customer requests, root-cause analysis, and billing/consumption follow-up.
• Opportunity Management: Identify and track commercial opportunities, assist with analysing new customer needs, and coordinate complementary quotations.
• Value Delivery: Ensure customers maximise and measure the value of their investment, with high adoption and satisfaction levels. Work jointly with Sales to identify expansion opportunities.
• Long-term Relationship Building: Develop and maintain strong, trust-based relationships with stakeholders from operational users to C-Level.
• Customer Advocacy: Represent the customer internally by communicating needs clearly and influencing product improvements and roadmap decisions.
• Continuous Improvement: Collaborate with customers, Sales, Product and Technical teams to ensure optimal solution usage. Build and follow progress plans.
• Product & Service Vision Sharing: Facilitate workshops to share product roadmaps relevant to customer needs and long-term plans.
• Contract Management: Manage contract lifecycle, renewals, and key negotiations.
• Escalation Handling: Manage customer escalations during business hours.
• Marketing Collaboration: Work with Marketing to highlight customer success stories.

Qualifications

- Academic Background in IT, Information Systems or Project Management.
- Solid experience in consulting or professional services within a software vendor, and/or proven experience in customer success management or service delivery.

- Nice to have: knowledge of supply chain processes, EDI, dematerialization, or electronic invoicing.

Main soft skills :
- Customer relationship management

- Active listening to identify needs and expectations

- Agility and adaptability

- Strong sense of priorities

- Exceptional customer service mindset

Additional Information

- Attractive compensation package;

- Hybrid Working Policy;

- Excellent work conditions and environment (Lionesa Business HUB).

For more information, please check our website: www.generixgroup.com/pt