Position Overview
Founded in 1993 and headquartered in Austin, Texas, Baxter Planning is a dynamic and rapidly growing company setting the standard for SaaS in the service supply chain planning space. We are developing many new products and solutions to build on our success in global markets.
The Customer Success Team will partner with Baxter Planning customers to create, communicate, and capture value provided through utilization of the company’s Supply Chain optimization solutions. The team is responsible for dedicated customer accounts, with the overarching goal of making customers realize strong ROIs and driving up-sell or cross-sell opportunities.
This role will partner cross functionally with internal stakeholders to align strategic objectives for each assigned customer. CS will drive critical work streams including developing and documenting Value Tracking / Customer Case Studies, defining Supply Chain Objectives (“SCO”), and Optimizing and Contextualizing the Best Practice Scorecard to drive best practices and highlight the financial / SCO impact of adopting them. Customer Success drives regular Business Reviews with assigned customers in partnership with the go-to-market Account Executives.
The Customer Success Specialist will provide strategic oversight for our Planning Team by providing mentorship to Planners and collaborating with Planning Support Team (especially on SaaS accounts without designated Planners) to triage or rectify significant issues with customers. Additionally, CS will provide strategic guidance for planners on special projects (delivery of Statements of Work) and Planning as a Service (PaaS) change management. As a customer advocate, the specialist will partner with the Professional Services team to identify and address issues with customer implementations that may deviate from best practices or otherwise deviate from underlying changes to customers’ service supply chain.
Baxter Planning combines the flexibility of a start up with the stability of an established company, leveraging 31 years of industry expertise to support a rapidly growing customer base. We offer excellent benefits, an exciting and supportive work environment, and excellent work-life balance.
Purpose, Scope, and Responsibilities
Create, Communicate, and Capture Customer Value
Champion Relationship Development
Supply Chain Objectives / Customer Compass
Provide Strategic Guidance and Mentoring for Internal Teams
Partner with Planning team to reinforce “Your Partners in Planning” service delivery.
Reinforce Planning’s transition to “Strategic Advisory” and provide training and mentorship opportunities as needed. Of note, this role is wholly distinct from Planning – the CS role is to elevate the customers’ experiences and results, not pinch-hit for Planning.
Strategic Guidance and Product Management for Planning,
Develop best practices around PaaS 3.0 (governance and strategic planning), aligning the sales team with feasible expectations, and provide planners with the correct cadence for standard engagement with customers.
Requirements