Associate Customer Success Manager; Remote - US or Canada, East Coast

Overview

JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base. With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries. Our 1,300+ global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses.

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JAGGAER’s Customer Success Program aims to help our customers achieve their desired outcomes (value realization) with our solutions. When customers succeed, JAGGAER benefits through increased customer retention (i.e., reduced churn), solution expansion, and positive references.

The Associate Customer Success Manager (Junior CSM) is a customer-facing role within JAGGAER’s Customer Operations group, supporting customers with a focus on value realization and maximizing adoption of JAGGAER products. This role mirrors the responsibilities of a Customer Success Manager but with slightly lower expectations, providing support and guidance while developing expertise in customer success practices.

Position Responsibilities:

• Foster Customer Relationship
  • Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging the solution to achieve full business value
  • Establish periodic touchpoints to ensure customers are informed, engaged, and solicit general feedback.
  • Address customer inquiries, manage obstacles, and identify ways to drive additional value for customers.
  • Ensure Customer requests are escalated to the relevant teams
• Define Success
  • Gain knowledge of customer business goals to ensure alignment with product and feature recommendations
  • Develop a Success Plan aligned with customer business objectives
  • Set adoption targets
• Assess Value
  • Proactively analyze usage, adoption, and value KPIs using standard/custom dashboards and reports
  • Create and present Solution Assessments to customers
• Maximize Solution Adoption
  • Advise on solution optimization to meet business objectives
  • Provide insights on benchmarks and best practices
  • Engage customers and provide consultative guidance following software releases
  • Continuously grow and maintain your solution expertise
• Contribute to Customer Retention and Growth
  • Actively work to ensure customer retention
  • Proactively identify areas of growth

Success in this Position

• Consistent high customer health ratings for your portfolio of customers.
• Customers consider you a trusted advisor with both product and business acumen.
• You have created a “brand” that puts you in demand for the assignment of new customers.
• Other CSM Team members consider you a collaborative member of the Team.
• You deliver innovation on how to make our customers successful.

Position Requirements:

• Bachelor’s degree or equivalent experience in Customer Success, Account Management, or Project Management.
• SaaS competencies, including understanding of software, hardware, and networks.
• Strong communication and interpersonal skills.
• Ability to work independently and take initiative under guidance.
• Highly motivated, goal-oriented, and eager to learn.
• Ability to develop and maintain expertise in JAGGAER’s software solutions.

What We Offer:

At JAGGAER, we are committed to supporting you and your family’s well‑being. Your health is a priority, and we offer a range of programs to help you stay well and thrive. Our benefits include exceptional medical, dental & vision plans, adoption assistance, wellness reimbursements, generous parental leave, 401(k) matching, flexible work options, unlimited vacation for exempt employees, and more!

Our Values:

At JAGGAER, our business is about people. Our products are built on intellectual property, but the real differentiator is the teams behind them–the way we collaborate, innovate, solve problems, and deliver for customers.
TEAM gives us a common set of expectations for how we work together across products, cultures, and geographies.

Transparency –…