1. POSITION SUMMARY:
As a Customer Performance Manager, you build strong partnerships with customers under maintenance contracts for Lectra cutting room solutions. Your goal is to ensure they fully leverage our solutions and services to optimize performance and ROI. Business-minded, you understand how to integrate Lectra/Gerber solutions into customer processes and drive continuous improvement. Supported by the Global team in France, working cross-functionally with Sales,
Technical Sales, Finance, Marketing, and Professional Services, you act as a trusted advisor, monitor key KPIs, and deliver proactive recommendations that protect contract value and foster long-term success.
2. DUTIES AND RESPONSIBILITIES:
• Manage 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 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.
• Drive expansion opportunities by identifying additional Professional Services or solutions aligned with customer needs.
• Collaborate with Sales, Marketing and Professional Services for contract renewals and strategic account planning.
• Bachelor's degree in industrial operations, Engineering, Project Management, or equivalent work experience.
• 5+ years of relevant experience in the manufacturing industry is preferred.
• 5+ years of successful account management, project management, sales, or customer training.
• Knowledge of CAM solutions and the processes of the Automotive, Furniture and Fashion Industries is preferred.
• Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
• Prior use of products such as [protected info] and Microsoft Teams is a plus.
• Industry expertise and knowledge in Manufacturing in terms of strategy, business evolutions, challenges, and shared operational issues.
• Technical or business knowledge of the product development & cutting room processes.
• Exceptional communication, presentation, and problem-solving skills.
• Able to analyze customer data to improve customer outcome and experience.
• Self-driven and proactive nature.
• Ability to work cross-functionally in a high-growth environment with attention to detail and a positive attitude.
• Strong ability to align technical concepts & features to business needs.
• Ability to deliver results with minimal direction.
• Strong influencing skills and ability to build and maintain relationships with customers.
