Plato is bringing AI into one of the world’s largest and most overlooked industries: wholesale distribution. As Customer Experience Manager, you ensure that this technology delivers measurable value to every customer we serve.
You will guide wholesalers through their AI transformation from onboarding and workflow adoption to continuous improvement, executive alignment, and commercial expansion. You will work directly with C-level leaders and operational teams, acting as a trusted advisor who drives adoption, outcomes, and long-term success.
This is a high-impact role at the intersection of Customer Success, Product, and AI-enabled operations, ideal for someone who wants ownership, direct customer exposure, and a steep learning curve.
Customer Onboarding & AI Adoption: Lead new customers through onboarding, training, workflow setup, and best practice implementation. Translate Plato’s AI capabilities into clear, actionable workflows for sales and management teams. Ensure customers experience early value from day one to the first measurable win.
C-Level Engagement & Strategic Guidance: Build trusted relationships with business owners, managing directors, and department heads across Europe. Facilitate strategic conversations on topics such as sales performance and process automation. Position Plato as the AI operating system that transforms how wholesalers run their business.
Customer Value Delivery & PMO Execution: Act as the project manager for each customer: set milestones, manage progress, unblock issues, and measure outcomes. Help customers embed recommendations and insights into daily decision-making.
Commercial Ownership & Expansion: Own retention and renewal readiness through strong relationships and consistent value delivery. Identify expansion opportunities (new modules, additional users, new departments). Partner closely with Sales to craft business cases and support upsell conversations.
Product Feedback & Customer Insights: Become an expert on the wholesale sector and the operational pain points our customers face. Work cross-functionally with Product & Engineering to relay insights, prioritize features, and shape roadmap decisions. Help design scalable customer-facing materials (playbooks, guides, training resources).