Senior Customer Success Manager

Overview

As a Senior Customer Success Manager (CSM), you will serve as a trusted advisor to our customers, ensuring ongoing success with our platform-based solutions, maximizing their return on investment, and facilitating 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 diversity of thought and encourage team collaboration.

We are currently considering remote candidates who are based in the Eastern US Time Zone in states where we have employee hubs: i.e. Pennsylvania, Florida, Georgia, and North Carolina.

This key position reports to the Head of Global Order-to-Cash Success, within our Global Customer Success team. 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.

As a Senior Customer Success Manager, O2C you will:

• Serve as a 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.

You’ll need to have:

• Bachelor’s degree in business or relevant field (or equivalent experience).
• Relevant and transferable domain knowledge and experience.
• Approximately 4+ years’ experience in a Software-as-a-Service (SaaS) environment working in Customer Success Management, Account Management, or similar.
• Experience managing a concentrated portfolio of 10-20 enterprise-scale customer accounts as a consultative partner who embeds themselves in client operations in order to drive value and ROI.
• Exceptional collaboration and interpersonal skills, with demonstrated ability to build relationships at all levels of the organization, influencing internal and external stakeholders towards desired outcomes.
• Efficient organizational skills, with a proven ability to think both strategically and tactically.
• Strong technical problem-solving abilities.
• Demonstr…