Customer Success Manager (Software/Saas) - Source to Pay
Corcentric, United States
Job Description
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. 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.
Responsibilities
- Serve as the primary point of contact for all post-sales activities, including but not limited to customer onboarding, consultative guidance, product training, technical support, and assigned account management activities
- 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
- Establish long-term success roadmaps for each customer with frequent checkpoints to ensure milestones are being attained
- Conduct regular business reviews to review accomplishments, challenges and reinforce business value
- 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
- Bachelor’s degree in business or relevant field
- 5+ years of experience in a Customer Success Management or Account Management role
- 2+ years of experience in a SaaS environment
- Procure-to-pay or source-to-contract domain expertise 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
- Ability to travel up to 7-10% (at which point travel is safe to resume)