Client Account Manager

COMPANY

As the market leader in decision management software, our client helps the world's largest companies in digitally transforming their integrated business planning, revenue management and supply chain management functions. It's platform puts the right information in front of the right people at the right time, so that everyone in a company can make smarter decisions, faster. They offer a cloud-based platform that connects the supply chain end-to-end through use of technologies like AI/ML and NLP. With a global presence across NA, Europe and Asia-Pac, the company provides services in multiple industries and to some of the biggest brands in the world. It runs as a flat organization with a very strong entrepreneurial culture (and no corporate politics).

ROLE & KEY RESPONSIBILITIES

Manage and grow the customer base. Build and mentor a team of world-class planning professionals to deliver outstanding results to customers. Deliver consistently to sales and revenue goals for the portfolio of accounts. 

Customer Management: 

• take ownership of one or multiple highly complex customer accounts; 
• build long-term relationships at executive and operational levels; 
• resolve project issues including timeline, budget, and scope; 
• provide regular project communication and status reporting; 
• project quality to ensure customer satisfaction and roi; 
• grow the business from a sales and revenue perspective at the assigned accounts; and 
• manage customer delivery

Team Management: 

• build and manage a team of high caliber planning practitioners including functional subject matter experts, engagement leads and implementations consultants. 

Peer Relationships: 

• work closely with R&D to communicate field-level insights and customer issues; 
• help define functional requirements across disparate projects; and 
• work closely with the marketing team for the specific customer events and press releases. 

Practice Management: 

• financial/business planning annual/quarterly/monthly revenue forecast; and 
• capacity/resource planning hiring plan to meet foretasted consulting staffing requirements. 

Thought Leadership: 

• act as o9's thought leader in planning domain; and 
• support marketing activities as required. 

Customer Expansion and Sales:

• responsible for expanding the customer account for future sales; 
• accountable for the profit, margin and pricing for consulting services; 
• oversee the invoicing and credit terms for managed clients; and 
• responsible for the new services Statement of Work (SOW) which contains the resource plan and project execution timelines. 

REQUIRED QUALIFICATIONS

• Bachelor's degree in operations research, industrial engineering, production engineering, or a related field of study
• 10+ years retail and consumer product supply chain experience that must include demand planning, assortment planning, order fulfillment and allocation planning
• Retail and consumer product supply chain experience must include: completion of 5 projects involving the implementation of supply chain solutions software for a fortune 500 retailer and consumer packaged goods (CPG) customer that must include experience in managing the project margin and achieving project completion within the given margin criteria; serving as part of implementation cycle team on at least 6 projects for retail planning software such as assortment, demand, fulfillment, size scaling, store planning and financial planning; leading 4 teams through implementation cycle for retail and CPG supply chain solutions, that must include the facilitation of change requests process during the implementation cycle, and providing guidance, mentoring, feedback and coaching to the project team; demonstrated ability to build and manage a team of high caliber planning practitioners including functional subject matter experts, engagement leads and implementations consultants for 3 projects; 
• 3 years experience in each of the following: management of financial/ business plan with post license sale revenue forecast (including annual/quarterly/monthly) managed with at least 80% accuracy; and managing project budgets, invoice process and accounting process for projects (including time and material, fixed bid, milestone acceptance); 
• 4 years of experience resolving customer project issues, that must include 4 years experience escalating issues to the appropriate parties for the successful implementation of the project on time, budget and scope; and 
• 5 years experience interfacing closely with R&D team to provide the field level insight and customer issues. 

TRAVEL REQUIREMENT

Requires 50% travel primarily domestic, possibly international

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