Senior Customer Success Manager

il y a 4 semaines

AixenProvence, Provence-Alpes-Côte d'Azur, France Corcentric Temps plein

Corcentric, a leading provider of cloud-based finance and procurement solutions, is seeking a skilled 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 our customers' return on investment, and facilitate strong customer retention and growth across our portfolio of products.

As a Customer Success Manager, you will be part of a team of fierce customer advocates who are relentlessly committed to doing what is best for the customer and Corcentric. We view Customer Success as an esteemed profession and a critical component to Corcentric's ongoing success. We leverage best industry practices and skill development to help team members focus on customer outcomes, deliver beyond customer expectations, and grow through each experience.

Key Responsibilities:

  • Serve as client executive advocate by coordinating distributed 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 but not limited to 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 customers 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 customer 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

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