Customer Success Manager – Procurement

• Develop a deep understanding of our Procurement SaaS product and its use cases in the public sector.
• Communicate confidently with executives, project managers, business analysts, end users and key stakeholders leading regular customer meetings.
• Build strong relationships with key stakeholders, identifying individual and organizational goals to deliver value at any communication touchpoint.
• Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product.
• Conduct regular customer check-ins to monitor progress, identify issues, and address concerns.
• Collaborate with senior Customer Success Managers and cross-functional teams, including sales, marketing, and product development, to ensure customers receive exceptional service.
• Analyze customer data and usage patterns to identify opportunities to upsell, cross-sell, or expand the scope of our product offering.
• Monitor customer health indicators, respond to potential risk factors for customer retention, and facilitate churn mitigation calls.
• Request, track and respond to surveys, including NPS, CSAT and implementation surveys.
• Attending and assisting with webinars, and events, connecting with customers and expanding our customer community.

• Bachelor's degree in business, communications, computer science, or related field
• 3+ years of experience in customer success, implementation, customer support, or a related field
• Proven track record of developing and implementing successful customer experience strategies
• Experience in project management, including the ability to manage multiple projects simultaneously
• Proficient in Salesforce, Microsoft Office, and other relevant software applications.

Demonstrates expertise in customer success strategies, project management, and stakeholder engagement, with a strong focus on maximizing customer value and retention. Proficient in analyzing customer data to drive upsell opportunities and enhance overall customer experience.

• Customer Success Management
• Project Management
• Salesforce Proficiency
• Customer Experience Strategy Development
• Data Analysis

• Customer Success Management
• Project Management
• Data Analysis
• Customer Experience Strategy Development

• Communication
• Relationship Building
• Collaboration

• Procurement SaaS
• Public Sector
• Customer Health Indicators
• NPS
• CSAT

• Salesforce
• Microsoft Office