Lead Customer Success Strategist
il y a 3 semaines
Corcentric, a premier provider of cloud-based finance and procurement solutions, is in search of a Lead Customer Success Strategist to act as a trusted advisor for our clientele. The ideal candidate will ensure sustained success with our platform-based offerings, optimize our customers' return on investment, and foster robust customer retention and growth across our diverse product portfolio.
The Customer Success team at Corcentric is composed of passionate advocates dedicated to prioritizing the needs of our customers and the company. We regard Customer Success as a vital profession and an essential element of Corcentric's ongoing achievements. Our approach incorporates industry best practices and skill enhancement to empower team members to focus on customer outcomes, exceed expectations, and learn from every interaction. We value diverse perspectives and promote teamwork and collaboration at all times. The environment within Corcentric Customer Success is dynamic, with high standards for quality delivery and accountability. If you are enthusiastic about crafting exceptional customer experiences and wish to contribute to a company with a promising future, consider this opportunity with Corcentric Customer Success.
Key Responsibilities- Act as the client executive advocate by orchestrating internal functions and resources to achieve client objectives and resolve intricate customer challenges.
- Serve as the primary contact for all post-sales engagements, including customer onboarding, consultative support, change management, product training, technical assistance, and account management tasks.
- Develop executive relationships with customers to reinforce the strategic value of our solutions.
- Organize and conduct regular business reviews with customer executives to assess achievements, address challenges, and highlight business value.
- Create long-term success roadmaps for each customer, with regular checkpoints to ensure milestones are met.
- Track customer health indicators and sentiment trends, taking prompt action to restore customer confidence when necessary.
- Understand a diverse customer portfolio and enhance relationships through support, training, and strategic discussions with key users and contacts.
- Earn the trust to become a valued advisor to customers, providing best practices and insightful guidance with empathy.
- Collaborate with product, delivery, and support teams to address customer needs related to product enhancements and change requests.
- Actively monitor and encourage customer product adoption and usage.
- Communicate and educate customers on new functionalities and system upgrades.
- Identify opportunities to expand the Corcentric product and solution footprint.
- Serve as the internal advocate for customers to ensure their needs and requests are fulfilled.
- Proactively identify issues and potential concerns in customer relationships and work to resolve these with internal resources as needed.
- Represent the voice of the customer and collaborate closely with the product team for new enhancements and feature requests.
- Proactively identify critical success factors and areas for business process improvement aimed at enhancing the overall customer experience.
- Bachelor's degree in business or a related field.
- 7+ years of experience in a customer success or account management role.
- 4+ years of experience in a SaaS environment.
- 2+ years of expertise in procure-to-pay or source-to-pay domains.
- Exceptional collaboration and interpersonal skills, with a proven ability to build relationships at all organizational levels.
- Highly organized and efficient, with a demonstrated ability to think both strategically and tactically.
- Strong technical problem-solving skills.
- Proven communication and presentation abilities.
- Highly proficient in using MS Excel for data analysis and visualization.
- Experienced in preparing and delivering customer presentation materials in MS PowerPoint.
- Strong influencing and negotiation skills.
- A team player with a positive attitude and a track record of consistently meeting commitments.
- Willingness to travel up to 15%.
Corcentric is a global leader in business spend management and revenue management software and services, catering to mid-market and Fortune 1000 companies. We provide software, advisory services, and payment solutions focused on reducing costs, optimizing working capital, and unlocking revenue.
Our success is driven by our commitment to our core values, which guide our work, communication, and collaboration:
- Do the Right Thing
- Embrace + Drive Change
- Be Empowered
- Be Relentlessly Focused on the Customer
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