Customer Success Manager

About Lytica

Lytica is the world's only provider of electronic component spend analytics and risk intelligence powered by real customer data. With clients spanning industries from Industrial to Automotive to Medical and beyond, we help some of the world's largest organizations identify and realize cost savings and risk mitigation opportunities for the electronics that they purchase. We do so by making the notoriously opaque electronic components marketplace clear to buyers through the use of our technology platform, SupplyLens Pro.

SupplyLens Pro empowers buyers to benchmark their performance in procuring electronics against the wider market using actual customer data. Lytica is well-known for being an award-winning technology provider to procurement organizations - recently securing prominent industry awards such as the 2024 ProcureTech 100 - which recognizes the 100 companies that are pioneering digital procurement technology - and Procurement Magazine's Top 150 Procurement Companies for 2024.

Why Join Lytica?

We’re a multicultural and diverse team. Put simply, our differences are our strengths. At Lytica all ideas are heard, and the best one’s win. We work with cutting edge technology. Lytica has some of the country’s top technology and analytics experts working to solve complex industry issues and make a real difference for our customers.

Company growth means your career can accelerate. Executives and managers take genuine interest in your career progression. Let’s face it, no one gets to the top on their own! Lytica is experiencing rapid growth and wants you to be a part of the journey. So, if you’re a ‘builder’ at heart or a subject matter expert with a can-do attitude and want to be a part of making something really special, this is a great place to be!

What can you expect? How about: a robust benefits plan, a remote/hybrid work environment, competitive compensation, social events, lunch & learns and of course an awesome team of colleagues to work with!

Job Description

Lytica is looking for a Customer Success Manager. As a CSM, you will join our growing Customer Success (CS) Team to lend your industry expertise in the Electronics space. You may currently be in a Program Manager or Senior Planner role in the electronic manufacturing ecosystem or at an EMS provider. Your daily work environment will be within the Lytica’s SupplyLensPro and Customer Success platforms, helping to accelerate our customers’ onboarding and adoption of the platform to achieve their business objectives. You will work collaboratively with the customer to uncover patterns (or conclusions) hidden within a sea of data and present data findings professionally and intuitively to the intended audience. Your focus will be on retaining and growing existing accounts, applying your industry expertise to deliver insights with a heavily consultative edge to ensure that customers understand the value of the solution and can communicate that value within their organization.

You are an ideal fit for this role if:

• You have experience in the Electronics Industry and have been in a customer-facing role.
• You have an understanding of the process of quoting electronic suppliers, manufacturers.
• You have Inside Sales or Program Management experience (or similar) within the electronic component industry or SaaS environment.
• You are comfortable in developing and maintaining strong relationships with customers/potential customers, can quickly establish trust and be the voice of the customer.
• You are comfortable juggling multiple customer priorities and projects, poised under time pressure and unphased with tight deadlines.
• You are comfortable learning the inner workings of SaaS products and demonstrating the value to prospects and customers.

• You take a proactive approach to Customer Management, relentlessly engaging in customer discussions to better understand their experience and challenges, gather and elicit customer feedback.
• You have been involved in or responsible for onboarding customers, and guiding them through a customer journey.
• You would be comfortable training users within the OEM, EMS and CM space on best practices and recommending additional techniques / products to achieve their objectives.
• You are comfortable escalating customer issues effectively within the organization.
• You can demonstrate success around the Key Performance Indicators of Customer Success such as increasing renewals or repeat business, increasing customer satisfaction, developing upsell potential etc.
• You have owned or managed a book of business or an assigned list of accounts.
• You understand clients’ challenges in how and why they can leverage Lytica’s unique data based on your electronics industry experience.

Qualifications

• Minimum of 4 years of experience within the electronic component ecosystem: Device Manufacturer, Distributor or Contract Manufacturer/EMS provider
• Minimum 3-year degree or diploma in Electronics, Supply Chain, Operations, or related discipline
• Some familiarity with Customer Relationship Management platforms (eg. Hubspot) is an asset
• The ability to relate technical information to non-technical customers
• Demonstrated ability to communicate clearly with customers both verbally and in writing
• Flexibility to occasionally work outside of normal business hours to support customers overseas

Why build a career with Lytica

Lytica is an equal opportunity Employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees. If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact the Human Resources department and we will make all reasonable efforts to accommodate your request. We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role.

We thank everyone for their interest; however, only applicants continuing in the recruitment process will be contacted.