Senior Customer Success Manager
il y a 1 mois
Corcentric, a leading provider of cloud-based finance and procurement solutions, is seeking a Senior Customer Success Manager to serve as a trusted advisor to our customers. The ideal candidate will ensure ongoing success with our platform-based solutions, maximize customer return on investment, and facilitate strong customer retention and growth across our portfolio of products.
Key Responsibilities:- Coordinate internal functions and resources to reach client goals and solve complex customer issues
- Function as primary point of contact for all post-sales activities, including customer onboarding, consultative guidance, change management, product training, technical support, and assigned account management activities
- Cultivate customer executive relationships to reinforce the strategic positioning of solutions
- Structure content and conduct regular business reviews with customer executives to review accomplishments, challenges, and reinforce business value
- Establish long-term success roadmaps for each customer with frequent checkpoints to ensure milestones are being attained
- Monitor customer health indicators and sentiment trends and take swift action when necessary to restore customer confidence
- Understand a diverse customer portfolio and strengthen relationships through support, training, and strategic dialogue with key users and contacts
- Earn the right to become a trusted advisor to customers, delivering best practices and value-added guidance with an empathetic ear
- Coordinate with the product, delivery, and support teams to meet customer needs related to product enhancements and change requests
- Actively monitor and promote customer product adoption and usage
- Promote, communicate, and train customers on new functionality and system upgrades
- Identify opportunities to increase the Corcentric product and solution footprint
- Act as the internal customer advocate to ensure customer needs and requests are met
- Proactively identify issues and potential concerns in the customer relationship and work to rectify these with internal resources as needed
- Represent the voice of the customer and work closely with the product team for new product enhancements and feature requests
- Bachelor's degree in business or relevant field
- 7+ years of experience in a customer success or account management role
- 4+ years of experience in a SaaS environment
- 2+ years of procure-to-pay or source-to-pay domain expertise
- Exceptional collaboration and interpersonal skills, with demonstrated ability to build relationships at all levels of the organization
- Highly organized and efficient, with a proven ability to think both strategically and tactically
- Strong technical problem-solving abilities
- Demonstrated communication and presentation skills
- Highly proficient in using MS Excel to analyze and chart data
- Experienced in preparing and effectively delivering customer presentation decks in MS PowerPoint
- Influencing and negotiation skills
- Team player with a positive attitude and a record of consistently meeting commitments
- Ability to travel up to 15%
Corcentric is a global provider of business spend management and revenue management software and services for mid-market and Fortune 1000 businesses. Corcentric delivers software, advisory services, and payments focused on reducing costs, optimizing working capital, and unlocking revenue.
We achieve success by exemplifying our core values in the way we work, communicate, and collaborate:
- Do the Right Thing
- Embrace + Drive Change
- Be Empowered
- Be Relentlessly Focused on the Customer
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