Customer Success Manager
il y a 2 semaines
Corcentric, a leading provider of cloud-based finance and procurement solutions, is seeking a Customer Success Manager to serve as the trusted advisor to our customers. The ideal candidate will ensure ongoing success with our platform-based solutions, maximize our customers' 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 the 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
- Proactively identify critical success factors and areas of business process improvement designed to enhance the overall customer experience
- Bachelor's degree in business or relevant field, or equivalent working experience
- Experience in a customer success or account management role
- Experience in a SaaS environment
- Knowledge of the procure-to-pay or source-to-pay domain
- 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%
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