Location: Permanent Work from Home / Remote working

The Customer Success Management (CSM) team is responsible for developing and maintaining customer relationships that promote retention, loyalty, and generate upsell opportunities. The role provides value by identifying customer challenges and then leveraging Xeeva technology to create business solutions while ensuring that customers are achieving maximum ROI from their Xeeva investment and meeting their business goals. The Associate CSM supports low complexity / low touch customers and works closely with experienced peers to learn and grow into a senior Customer Success Management role.

The CSM team understands their customers- industry and procurement business processes, drives solution adoption for their respective customers, helps the customer optimize the utilization of products, demonstrates the system's features, and serves as the primary point of contact for the customer in a post-sales production environment.

Important Things You Will Do :

- Own overall relationship with assigned clients, which includes managing on-boarding, increasing adoption, ensuring retention, and high levels of customer satisfaction

- Establish a trusted and strategic advisor relationship to help drive continued value of our products and services

- Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team.

- Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.

- Maintain existing customer success metrics and data as directed.

- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.

- Review the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goals.

- Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.

- Collaborate, problem solve, and/or strategize upcoming client meetings with team members.

- Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in C-Sat/NPS scores to identify areas of improvement.

- Work with the sales and marketing team to drill customer references and develop case studies

Our Ideal Candidate (with a combination of education and work experience) :

- 3-5 years of experience in Account Management, or Customer Success in Enterprise B2B space

- Strong verbal and written communication, strategic planning, and project management skills

- Analytical and process-oriented mindset

- Comfortable working across multiple departments in a deadline-driven environment

- Active team player, self-starter, and multitasker who can quickly adjust priorities

Some Useful Familiarities :

- Experience with major ERPs and/or financial applications.

- Experience working with key technology partners and vendors.

- Experience with data analytics.

- Xeeva Procure-to-Pay and Spend Analytics application knowledge is a plus.

- Experience supporting manufacturing and supply chain industries is strongly preferred.

- Experience with Salesforce CRM.

- Bachelor's degree

- MBA in marketing and Customer Relations is an added advantage

- Knowledge of SalesForce and project management tools

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.