Job Description

Job Summary

At MAJIQ, we don’t just provide software—we deliver mission-critical solutions that optimize operations for the pulp and paper industry. As a Senior Customer Success Manager, you’ll serve as a strategic partner to our highest-potential clients, ensuring they fully leverage MAJIQ’s software solutions. You’ll be responsible for relationships with clients identified for their highest growth potential—helping them maximize their MAJIQ investment, align future strategies with our solutions, and expand usage to drive mutual growth.

Your deep expertise in supply chain, logistics, and manufacturing in the pulp and paper industry will allow you to understand customer needs, drive adoption, and align our solutions with their strategic goals. You’ll work closely with senior stakeholders to enhance operational efficiencies, identify growth opportunities, and ensure long-term value. In this role, you won’t just support customers—you’ll help shape their success while driving revenue expansion opportunities for MAJIQ.

Responsibilities

• Own and manage MAJIQ’s 10-12 highest growth potential clients, driving strategic partnerships and long-term success.
• Serve as a trusted advisor to senior executives in IT, supply chain, logistics, and manufacturing, aligning MAJIQ’s software solutions with their business objectives.
• Lead key accounts through their post-sale journey—from onboarding and adoption to expansion and advocacy—focusing on operational efficiencies and measurable ROI.
• Identify and drive software expansion opportunities, helping customers adopt new Elixir modules and solutions that improve their operations.
• Analyze customer workflows and supply chain processes to proactively identify areas for optimization and ensure full utilization of MAJIQ’s software solutions.
• Collaborate with customers to develop best practices for inventory management, production planning, and logistics execution, reinforcing their competitive advantage.
• Work cross-functionally with Product, Engineering, and Support to champion customer needs, drive product enhancements, and troubleshoot complex operational challenges.
• Conduct executive-level business reviews, providing strategic insights on system utilization, efficiency improvements, and industry trends.
• Develop client growth strategies, proactively identifying and pursuing opportunities.
• Advocate for clients internally, ensuring a seamless feedback loop between the client and MAJIQ’s internal teams.
• Stay ahead of industry shifts and emerging pulp and paper manufacturing challenges to advise customers proactively.
• Travel as needed for on-site strategy sessions with customers, fostering strong relationships and deep industry partnerships.

Qualifications

• 10+ years of leadership experience in supply chain, logistics, or manufacturing within the pulp and paper industry.
• Proven track record of managing executive-level customer relationships and driving operational improvements.
• Background in account management, customer success, or a similar customer-facing role in a B2B enterprise software environment.
• Strong strategic thinking, problem-solving, and business acumen.
• Excellent communication and presentation skills, with the ability to engage at all levels of an organization.
• Willingness to travel for onsite customer meetings.

Education

• A bachelor's degree is strongly preferred.

Nice to have, but not required

• Experience using MAJIQ’s Elixir software in a pulp and paper mill in North America.

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