• Own the end-to-end customer relationship: Take ownership of the customer lifecycle, focusing on driving adoption and usage, product engagement, best practices and satisfaction of Guideline solutions. • Account Management: Build and nurture strong, long-term relationships with customers, ensuring they maximize the value of our solutions. • Alliance & Channel Partner Development: Develop and manage relationships with alliance and channel partners Support business development efforts working with leaders and senior individual performers. Serve as the primary relationship owner for these partners, ensuring mutual value and sustainable growth. • Renewal and Expansion: Own the customer renewal process, proactively managing timelines, and engaging with customers throughout the year to ensure exceptional service and seamless contract renewals. Introduce new and existing products to benefit customers and grow accounts. • Customer Retention: Drive customer satisfaction by regularly engaging with customers to understand their business goals and identifying opportunities for upselling or expanding service offerings. • Success Planning: Develop and implement tailored success plans for each customer, aligning solutions with their evolving needs to increase the likelihood of renewal and long-term growth. • Data-Driven Engagement: Track customer health metrics and usage patterns, and utilize this data to address risks or challenges that could impact renewal outcomes. • Collaboration: Work closely with sales, product, and support teams to address any obstacles to renewal and ensure customers’ expectations are met or exceeded. • Identify opportunities for product expansion: Work cross-functionally with product and sales teams to identify opportunities where alliance and channel partners can extend Guideline's value proposition — whether through data contributions that strengthen our platform or derivative products that serve our customers' evolving needs. • Provide guidance on product functionality: Offer guidance on product functionality and workflows, based on the specific business needs and goals of each client. At the same time, understanding client needs and objectives and provide guidance on how to leverage guideline solutions (software) to achieve these goals. • Conduct consultations, demos, trainings and QBRs: Engage clients in consultations, demos, trainings, and Quarterly Business Reviews (QBRs). Educate users on product features, utilization, and drive value realization. • Stay abreast of product and market changes: Stay informed about product and market changes, ensuring clients are equipped to leverage new offerings effectively and stay ahead of industry trends.

• Tu foco principal será el engagement, la retención y el crecimiento del cliente, construyendo relaciones que te posicionen como asesor/a estratégico/a durante todo el ciclo de vida. • Gestión estratégica de cuentas: Gestionar de principio a fin una cartera amplia y mixta, con foco en cuentas enterprise estratégicas junto a un segmento de cuentas SMB, construyendo relaciones a largo plazo con líderes de pricing, e-commerce y categoría, hasta nivel C-suite. • Segmentación del servicio: Aplicar un modelo de atención por niveles (high-touch en cuentas estratégicas, procesos escalables en SMB) para maximizar retención y eficiencia en toda la cartera. • Retención y prevención de churn: Responsabilizarte de la retención bruta de tu cartera, detectando señales de riesgo de forma temprana y ejecutando planes de recuperación antes de que impacten en la satisfacción o la renovación. • Crecimiento y expansión: Identificar e impulsar oportunidades de upselling y cross-selling en la cartera, en colaboración con el equipo de Ventas (AEs) en las operaciones de mayor tamaño, contribuyendo directamente a los objetivos de net revenue retention. • Implementación y adopción: Liderar el onboarding y la adopción de la plataforma, asegurando un time-to-value rápido y el uso completo de las funcionalidades clave. • Engagement ejecutivo: Dirigir business reviews, workshops y sesiones de formación ejecutiva que conecten el uso de la plataforma con los objetivos comerciales del cliente. • Asesoramiento basado en datos: Elaborar y presentar informes de rendimiento con herramientas de analítica y BI, convirtiendo datos de uso y de mercado en recomendaciones de nivel ejecutivo. • CRM y excelencia operativa: Mantener los datos de cuentas actualizados en HubSpot, contribuir a la mejora de playbooks y flujos de trabajo, y garantizar los estándares de servicio. • Colaboración interna: Trabajar con Ventas, Marketing, Producto y Operaciones para cerrar el ciclo de feedback y ofrecer una experiencia de cliente integral.

Role Description As we continue our ambitious growth journey, we're looking for a Sr. Manager, Customer Logistics – Walmart & Sam's Club to lead one of the most strategic and high-impact customer supply chain relationships in the business. The Sr Manager, Customer Logistics for Walmart and Sam's is a key leadership role driving the next phase of growth for our business across Walmart Inc. This role owns the customer supply chain relationship for Walmart and Sam's Club and builds a data-driven organization that expands on our current Retail Link data, programs, and processes to strengthen collaboration, service, and profitability. What You'll Own: - Serve as the senior supply chain leader and primary point of contact across Walmart Inc., owning the strategy and execution for the next phase of growth for Walmart and Sam's. - Lead, develop, and scale a dedicated team of logistics analysts, coordinators, and analytics professionals supporting Walmart and Sam's accounts. - Own end-to-end order management and fulfillment for Walmart and Sam's accounts, ensuring service excellence and consistent case fill, OTIF, and in-stock performance. - Expand and mature the use of Walmart Retail Link data, building new programs and processes that deepen data-driven decision-making across the account. - Build and lead our supply chain analytics capability leveraging Scintilla to deliver predictive insights on demand, service, forecast accuracy, and cost-to-serve. - Build predictive analytics and dashboards that track KPIs such as fill rate, in-stock %, OTIF, and forecast bias using Retail Link, Scintilla, and internal data sources. - Develop direct relationships and partner closely with Walmart/Sam's replenishment and supply chain leadership to proactively manage supply, forecast accuracy, inventory positions, and order efficiency. - Lead the design and deployment of CPFR strategies with Walmart and Sam's to integrate customer insights into our IBP demand and supply planning processes. - Establish joint forecasting, replenishment, service, and business review cadences to strengthen alignment and collaboration between sales, customer needs, and supply chain execution. - Partner with sales, demand planning, and supply chain planning to integrate outputs from CPFR and business reviews into the IBP process. - Serve as the primary escalation point for logistics and fulfillment issues impacting Walmart and Sam's, with a focus on driving timely resolutions. - Own and lead improvement of Walmart's OTIF and SQEP programs, maintaining a deep understanding of related service level agreements, and develop internal processes to reduce customer fines. - Ensure accurate orders from the customer, whether EDI or manual, including pricing, sourcing, and active items. - Collaborate with the customer and MDM team to drive robust customer and product data governance and ensure data synchronization using industry standards. - Drive adoption of technology and automation to improve order-to-cash efficiency and reduce cycle times. - Define and deliver service level agreements internally with manufacturing, transportation, and warehouse leads to promote a culture of accountability and drive improvement initiatives. - Collaborate with transportation and manufacturing to develop network sourcing strategy to optimize cost-to-serve. - Develop a strong relationship with sales to ensure all account needs are met. - All other responsibilities as assigned. Qualifications - Degree in business, supply chain, engineering, or equivalent combination of education and experience. - 10+ years of experience in customer logistics, supply chain, or customer operations in CPG, with direct leadership responsibility for Walmart/Sam's strongly preferred. - Proven track record leading teams and driving growth within a large, complex retail account. - Proven success delivering high customer service results (fill rate, OTIF, in-stock). - Deep understanding of Walmart and Sam's supply chain processes, systems, and data platforms, including Retail Link. - Experience building or scaling supply chain analytics capabilities; familiarity with Scintilla or similar platforms a plus. - Experience with the CPFR process. - Strong analytical skills with expertise in creating visual analytics, particularly with Microsoft Power BI. - Experience with ERP and TMS (Microsoft Dynamics 365 and e2open BluJay a plus). - Experience in order management, customer service, and/or customer fulfillment leadership. - Ability to lead and manage multiple projects simultaneously and operate cross-functionally. - Ability to work and thrive in a fast-paced environment. - Skilled in analytical thinking and data-based decision-making. - Outcome focused with a strong commitment to continuous improvement. Requirements - Travel required: 10% Benefits - Medical, dental, and vision plans - Employer-matched 401(k) - Profit sharing, bonus plan, employee stock purchase plans - Career growth opportunities in a supportive, inclusive environment

Role Description The Customer Success Manager is responsible for managing and maintaining customer relationships in one of our markets. They will be in charge of driving retention and growth across a large book of customers (predominantly $5k-150k annual spend), by understanding their business needs and helping them succeed, focusing on articulating the value that Cyncly delivers. The Customer Success Manager performs a variety of duties such as: - Maintaining ongoing customer relationships and networking - Implementing success programs and action plans - Contributing to sales - Minimising churn - Analysing complaints - Developing new procedures - Implementing customer retention campaigns The Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base. They must be personable, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The job requires a complex skillset, which includes: - Leadership - Communication abilities - Analytical thinking - Creativity - IT skills Main Responsibilities: - Develop strong relationships within a set portfolio of accounts to ensure they remain happy and loyal customers. - Drive positive onboarding experience and reduce time to value through close collaboration with Professional Services team to ensure smooth onboarding process. - Support customers to achieve their objectives by using our solution and help customers to understand the value of our solution. - Create additional value in the customer relationship such as through activities beyond the solution. - Be the voice of the customer at Cyncly - share customers’ feedback to the product management team to improve the software. - Help Cyncly to retain the customer for longer to increase profitability, and reduce churn by increasing customer satisfaction. Proactively engage customers at risk, including handling and resolving customer requests and complaints. - Prompt upsell and cross-sell of services and products to the customers, collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities. Get involved in presales activities where required. - Analyse customer data to improve customer experience, monitor and report back to the team leads and managers. - Develop customer-focused processes for ensuring customer success. Qualifications - Must have recent experience in the software industry (Flooring experience would be a plus). - 5+ years’ experience in customer success or similar position. - Experience in driving adoption of technology across accounts. - Experience in understanding customers concerns. - Experience in managing a diverse portfolio and adapting approach for each client. - Project management experience desirable or at least experience in establishing milestones and managing all team members on tasks. - Passion for technology and for being a part of a fast-growing SaaS company. - Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services). - Proven understanding of value drivers in recurring revenue business models. Requirements - Excellent relationship building skills. - Excellent communication and listening skills. - Analytical and process-oriented mindset. - Good problem-solving and negotiation skills. - Driven and self-motivated. - Pragmatic, can-do attitude. - Proactive and able to use initiative. - Strong planning and prioritising skills. - Highly organised and able to multi-task. - Solid decision-making skills. - Strong empathy for customers. - Flexible approach, able to operate effectively with uncertainty and change. Benefits - Freedom to work flexibly and autonomously. - Support from teammates and leaders committed to your growth. - Opportunity to work in a diverse and inclusive environment.