Job Description

A brief overview of RELEX Solutions: RELEX Solutions is a leading provider of cutting-edge retail optimization software. We offer our customers radically improved demand forecasting and supply chain optimization, which then can be leveraged into exponential benefits — optimizing store space, allocation, workforce, pricing, and promotion strategies, all within our unified platform. RELEX is trusted by leading brands including Coles and Baby Bunting, and has offices across North America, Europe, and the Asia Pacific region. The role: As the Head of Customer Success Customer Success, you would be leading the Customer Success team in the APAC region and report directly to RELEX global Vice President of Customer Success. As the team is new in the region, you are expected to help RELEX in growing and scaling the team very independently. We seek an individual with a proven track record in growing and leading teams in an emerging and fast-growing environment. In addition, we expect you to have deep experience of developing and growing strategic customer accounts long-term and ensuring their RELEX investment is proven and fully realized. You are also expected to contribute heavily to the growth and scaling of the region and will be measured accordingly. We expect our candidate to take full ownership of the entire existing customer base in the region, ensure we never lose a customer, and develop customer satisfaction to a level clearly above the current industry standards. You will be measured on customer satisfaction, NPS (net promotor score), reference-ability, growth (upsell/cross-sell bookings) and the value RELEX bring to our existing customers by measuring KPIs. You are also measured on employee satisfaction and the success of your team.

What we offer:

• A front row seat in a rapidly growing and international software company

• Working with a fun, ambitious and committed team of smart people

• A respectful and professional, yet easy-going atmosphere where individual thinking is encouraged

• Position where you can help retailers fight against food waste

• Responsible for advanced customer development and relationship management with our customers C-level

• A possibility to build, grow and scale your team and truly impact the growth of the region

• A motivating compensation structure where you get compensated based on your results and the value you provide

What you will be doing:

• Build, grow and scale a team of Customer Success professionals

• Owning and maintaining customer relationships on strategical level with decision makers

• Communicating measurable value and proactively identify development needs at our customers

• Through strategical thinking and analysis identify profitable strategical solutions for our customers

• Identify commercial development opportunities by analysing customer strategies to increase sales, reduce costs and maximize the efficiency of in-store operations

• Identify opportunities and lead upsell/cross-sell deals from start to finish

Desired Background

In this role you need to have experience and knowledge from SaaS solutions and from effectively working with these tools as drivers of business value at preferably retail or CPG customers. You also meet a minimum of three criterion below:

• Relevant university degree

• Minimum 5 years of leadership experience in a rapidly growing business context

• Proven track record of being able to lead team members to success

• Experience in Business-to-Business (B2B) relationship building on executive/senior level, developing customer accounts, and building relationship towards C-level in large organizations

• Experience from working with customers in grocery, consumer products goods (CPG), DIY, fast-moving consumer goods (FMCG) retailers or suppliers

• Experience from strategic account management and proven success in commercial growth for your customer base

A brief overview of RELEX Solutions: RELEX Solutions is a leading provider of cutting-edge retail optimization software. We offer our customers radically improved demand forecasting and supply chain optimization, which then can be leveraged into exponential benefits — optimizing store space, allocation, workforce, pricing, and promotion strategies, all within our unified platform. RELEX is trusted by leading brands including Coles and Baby Bunting, and has offices across North America, Europe, and the Asia Pacific region.
The role: As the Head of Customer Success Customer Success, you would be leading the Customer Success team in the APAC region and report directly to RELEX global Vice President of Customer Success. As the team is new in the region, you are expected to help RELEX in growing and scaling the team very independently. We seek an individual with a proven track record in growing and leading teams in an emerging and fast-growing environment. In addition, we expect you to have deep experience of developing and growing strategic customer accounts long-term and ensuring their RELEX investment is proven and fully realized. You are also expected to contribute heavily to the growth and scaling of the region and will be measured accordingly. We expect our candidate to take full ownership of the entire existing customer base in the region, ensure we never lose a customer, and develop customer satisfaction to a level clearly above the current industry standards. You will be measured on customer satisfaction, NPS (net promotor score), reference-ability, growth (upsell/cross-sell bookings) and the value RELEX bring to our existing customers by measuring KPIs. You are also measured on employee satisfaction and the success of your team.

What we offer:

• A front row seat in a rapidly growing and international software company

• Working with a fun, ambitious and committed team of smart people

• A respectful and professional, yet easy-going atmosphere where individual thinking is encouraged

• Position where you can help retailers fight against food waste

• Responsible for advanced customer development and relationship management with our customers C-level

• A possibility to build, grow and scale your team and truly impact the growth of the region

• A motivating compensation structure where you get compensated based on your results and the value you provide

What you will be doing:

• Build, grow and scale a team of Customer Success professionals

• Owning and maintaining customer relationships on strategical level with decision makers

• Communicating measurable value and proactively identify development needs at our customers

• Through strategical thinking and analysis identify profitable strategical solutions for our customers

• Identify commercial development opportunities by analysing customer strategies to increase sales, reduce costs and maximize the efficiency of in-store operations

• Identify opportunities and lead upsell/cross-sell deals from start to finish

Desired Background

In this role you need to have experience and knowledge from SaaS solutions and from effectively working with these tools as drivers of business value at preferably retail or CPG customers. You also meet a minimum of three criterion below:

• Relevant university degree

• Minimum 5 years of leadership experience in a rapidly growing business context

• Proven track record of being able to lead team members to success

• Experience in Business-to-Business (B2B) relationship building on executive/senior level, developing customer accounts, and building relationship towards C-level in large organizations

• Experience from working with customers in grocery, consumer products goods (CPG), DIY, fast-moving consumer goods (FMCG) retailers or suppliers

• Experience from strategic account management and proven success in commercial growth for your customer base

• Excellent written and verbal communication skills

• Process and software solution experience in any of the following areas:

o Supply Chain Management (demand planning, inventory management, replenishment) o Space & Assortment o Promotions and Markdown o Workforce (management, optimization, workload forecasting)
Your will be measured according to the following key targets:

• Team’s overall success in the APAC region

• Area recurring revenue & gross profit of the region

• Customer satisfaction

• Customer retention

• Proven business value to our customers (ROI)

• 100% referenceable customers

• Bookings target for upsell/cross-sell in the region

We value the following characteristics in a candidate:

• Strong leadership skills, lots of empathy, can-do attitude, proven track record of living RELEX core values

• Excellent communication skills internally with colleagues and externally with customers key decision makers

• Excellent track record in maintaining above-average customer satisfaction and proven skills in core areas of customer success management (senior stakeholder management, upsell/cross-sell, customer retention etc.)

• Thorough understanding of retail supply chain dynamics and great understanding of the business value we provide to our customers

• History of taking clear responsibility and leading your team by example towards success and outstanding results

• Process and software solution experience in any of the following areas:

o Supply Chain Management (demand planning, inventory management, replenishment) o Space & Assortment o Promotions and Markdown o Workforce (management, optimization, workload forecasting)

• Excellent written and verbal communication skills

Your will be measured according to the following key targets:

• Team’s overall success in the APAC region

• Area recurring revenue & gross profit of the region

• Customer satisfaction

• Customer retention

• Proven business value to our customers (ROI)

• 100% referenceable customers

• Bookings target for upsell/cross-sell in the region

We value the following characteristics in a candidate:

• Strong leadership skills, lots of empathy, can-do attitude, proven track record of living RELEX core values

• Excellent communication skills internally with colleagues and externally with customers key decision makers

• Excellent track record in maintaining above-average customer satisfaction and proven skills in core areas of customer success management (senior stakeholder management, upsell/cross-sell, customer retention etc.)

• Thorough understanding of retail supply chain dynamics and great understanding of the business value we provide to our customers

• History of taking clear responsibility and leading your team by example towards success and outstanding results