Senior Customer Success Manager, Source-to-Pay
Corcentric, United States
Job Description
Corcentric, a leading provider of cloud-based finance and procurement solutions, seeks a Senior Customer Success Manager (CSM) to serve as the trusted advisor to our customers. The right 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.
Corcentric Customer Success is a team of fierce customer advocates 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. We respect the diversity of thought and encourage teaming and collaboration always. Corcentric Customer Success is a fast-paced environment with high expectations for quality delivery and accountability. If you are passionate about creating satisfying customer experiences and want to do it for a company with a bright future, join us at Corcentric Customer Success.
This key position reports to the Vice President, Customer Success, Source-to-Pay (S2P) within our Global Customer Success team. We’re passionate about ensuring that our customers have the right solutions to reach their business goals and are committed to driving value aligned with achieving positive business outcomes. We’re a success-driven team in a growing organization offering plenty of opportunity to make impacts and build careers. We look forward to adding you into the mix!
As a Customer Success Manager, you’ll be responsible for:
- 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
Requirements
You’ll need to have:
- Bachelor’s degree in business or relevant field
- 7+ years of experience in a Customer Success Management or Account Management role
- 4+ years of experience in a SaaS environment
- Procure-to-pay or source-to-contract domain expertise, preferred
- Managed services experience, preferred
- 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