Customer Success Engineer (Supply Chain Management / SCM)

Job Locations US-MA-Wilmington | US-Remote
Posted Date 2 months ago(10/6/2021 2:56 PM)
Job ID
Business Management



At TraceLink, we blend decades of leadership in creating multienterprise SaaS technology, deep experience in supply chain business processes, and a clear vision for enabling all industries to drive  digital supply chain transformation. Using TraceLink’s Opus Platform, the world’s first and only low-code development platform and partner ecosystem for building multienterprise apps, we are driving innovation in a wide variety of domains, including product track-and-trace, supply chain issue management, supply chain recall management, and supply network intelligence, among many others.

Customer Success Engineer

To support our rapid growth, TraceLink is looking for a dynamic and highly-motivated Customer Success Engineer to work shoulder-to-shoulder with customers to drive the adoption, usage, and expansion of TraceLink’s suite of multienterprise Supply Chain Work Management solutions. Reporting to the Vice President of Customer Success, this role will be remote (Americas, Europe, or Asia-Pacific), or could be physically based out of any of TraceLink’s five offices around the world.

The Customer Success Engineer will join TraceLink’s Customer Success (CS) team, which designs, manages, and enhances the customer journey across the entire solution experience, ranging from initial solution scoping through value quantification and value realization. The Customer Success team ensures customers launch Tracelink Solutions successfully, adopt the solution widely and ultimately recognize business value through their use of the platform. 

The success of the Customer Success Engineer is measured by how deeply TraceLink’s customers adopt, utilize and expand the usage of licensed TraceLink solutions. The successful Customer Success Engineer will operate as an extension of the customer’s team itself, utilizing a consultative approach, deep experience in supply chain and manufacturing operations, and a growing knowledge of how TraceLink solutions can be applied to customer use cases in order to achieve corporate goals.



Job Responsibilities

  • Serve as the customer’s chief advocate within TraceLink
  • Partner intensely with customers and help them realize value for their investment in TraceLink’s suite of supply chain digitalization products
  • Partner with TraceLink’s pre-sales teams in Solution Consulting and Value Engineering to deeply understand customer challenges and objectives during the sales process
  • Learn customer business processes and use your industry experience in supply chain and software products to help customers adopt and expand usage of TraceLink products
  • Enthusiastically engage customers through virtual and in-person events designed to highlight creative ways that customers can use and gain value from licensed products
  • Gather customer feedback about ways TraceLink can improve processes and products 
  • Host regular workshops with executive leaders and champions in customer accounts to ensure they understand how the customer’s goals are being executed on
  • Influence future customer lifetime value through higher product adoption, product expansion, customer satisfaction, and overall health scores
  • Identify and coordinate where customers require additional training and enablement with TraceLink support resources



Job Qualifications

  • Minimum 5-7 years of supply chain-related operational experience within the manufacturing or retail business segments
  • Minimum 5-7 years of experience using and/or deploying SaaS technology solutions within the supply chain, procurement, manufacturing, supplier relations, logistics, or related domains
  • Demonstrated ability to deeply understand how technology products can be applied within customer environments to create tangible business value
  • Proven experience in consultatively engaging customers or internal stakeholders to drive the adoption of new business processes or technologies to achieve value-based outcomes
  • Intellectually curious and naturally driven to want to learn about and solve complex business problems of customers
  • Highly collaborative, strong work ethic, and ability to drive change across a diverse set of stakeholders
  • Exhibits the technical acumen to learn new software tools quickly
  • Passionate about helping customer achieve their goals
  • Bachelor's degree in a relevant field of study required




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