Back to jobsManage assigned customer portfolio to ensure strong relationships and maximize value from Lectra/Gerber solutions and services.
Protect and renew maintenance contracts, ensuring high retention rates and minimizing churn.
Demonstrate value through performance analysis of connected equipment, production parameters, and associated services (preventive maintenance, MTK, uptime) as well as parts.
Monitor account health by analyzing equipment usage and technical data, identifying adoption gaps, and anticipating risks such as performance issues or dissatisfaction.
Ensure contractual commitments are respected to maintain operational excellence, and ensure the internal organization is committed to deliver: audits, preventive maintenance, and internal reviews of open cases
Monitor the level of NPS and CSAT
Act as primary escalation point for customer issues, coordinating with support and service teams to ensure timely resolution and quality delivery.
Conduct key customer meetings including contract kick-off, regular Customer reviews, renewal discussions, and incident follow-ups 5 (Open Issue List review).
Drive expansion opportunities by identifying additional Professional Services or solutions aligned with customer needs.
Collaborate cross-functionally with Sales, Marketing and Professional Services for contract renewals and strategic account planning.
