Client Success Manager

Elemica; United States; Remote; USD 130,000 - 140,000; Full time

Benefits offered by this job

Flexible work locations

Competitive compensation

Parental leave

Personal and pet insurance

Flexible time off and holidays

Wellness programs

Employee referral bonus

Fun work environment

Job summary

Elemica, a global leader in digital supply chain automation, is seeking an experienced Client Success Manager to support top enterprise clients. This fully remote role is open to candidates in the United States, with a preference for Eastern and Central Time Zones.

You will serve as a trusted advisor, drive customer value, and collaborate with cross-functional teams to ensure retention, adoption, and renewal while contributing to growth across the client portfolio.

Qualifications

• Bachelor’s degree or equivalent work experience required.
• 5+ years in Customer Success, Account Management, and/or Sales.
• Strong written and verbal communication skills.
• Ability to analyze data and provide actionable insights to executives.
• Willing to travel up to 30%.
• Knowledge of Logistics/Supply Chain preferred.

Responsibilities

• Develop and maintain strong customer loyalty and high satisfaction; manage a portfolio and grow repeat business.
• Identify root causes of issues and implement effective solutions to prevent recurrence.
• Understand client workflows and Elemica tools; stay current on industry trends.
• Drive change with clients and create coalitions of buyer and user personas.
• Demonstrate ongoing value of Elemica and secure critical partnerships.
• Negotiate references and case studies; expand pipeline opportunities.
• Collaborate across Customer Success, Sales, Consulting, Marketing, Product, and Engineering.
• Adhere to opportunity management processes and ensure cross-functional alignment.
• Budget time and money; meet commitments and manage priorities.
• Maintain good-will and handle conflicts professionally.

Skills

Customer Success

Account Management

Sales

Communications

Cross-functional leadership

Data analysis

Education

Bachelor’s Degree or equivalent

Job description

Client Success Manager

_ We are continually growing and are always interested in connecting with exceptional talent. This posting is intended to help us build a pipeline of qualified candidates for anticipated future openings. While there may not be an immediate vacancy, candidates who align with our needs may be contacted as opportunities arise. _

Please note - this position is fully remote in the United States. Candidates in the Eastern and Central Time Zones are preferred. Annual on-target earnings are ~130 - 140K USD (base + bonus).

Interested in a career that bridges the gap between Supply Chain and Technology?

Elemica, a global leader in digital supply chain automation, is seeking experienced Client Success Manager to grow our business and strengthen our partnerships with existing top enterprise clients. This is an opportunity to join a growing company of talented and committed individuals, unified in the common goal of exceeding our client’s expectations.

Our Values

• Curiosity – we delight in the discovery of new challenges and feel compelled to solve them
• Integrity – We are relatable and trustworthy; steadfast in our commitment to our colleagues, clients, and partners
• Accountability – We show up and deliver measurable, meaningful business value. Consistently.
• Passion – We have a shared enthusiasm for transforming our clients’ supply chain

What’s In It For You?

• Work for theglobalindustry leading digital supply network where the executive team is focused on drivingclientsuccess
• Join a high-functioning, collaborative team, where you can playan important rolein growing the company
• Work with an innovative product that drives significant value forclients
• Apply emerging best practices that will accelerate your career
• Cutting-edge supply chain technology and innovation
• Flexible work locations
• Competitive compensation packages
• Inclusive parental leave policy that supports all parents and careers
• Personal and pet insurance options
• Flexible time offandpaid holidays
• 401k andbonus program
• Wellness andmental health initiatives
• Generous employee referral bonus program
• Fun work environment

Responsibilities & Objectives

Elemica’s Client Success Managers are integral to our success and serve as trusted, dedicated advisors to our loyal clients, helping them to achieve success.

They will:

• Measure, analyze, and increase customer health and value indicatorssuch as utilization/consumption rates (leading and KPI)
• Execute onValue Realization Plans and ensureElemica clients achieve their value expectations within the agreed upon timeline
• Monitor client satisfaction and proactivelytake action to maintainhigh levelsof satisfaction
• Identifyingand referring cross-sell and up-sell opportunities
• EnsurethatElemicaretainsclients at industry leadingrates
• Provide operational feedback loop to ensure that the organization understands how to change to increase retention

What You’ll Do

• Develop uniquely strong customer loyalty; low-to-no customer attrition; customer executive contacts will go to bat for him/her; generate repeat business more thanpeers;maintain a book of business has high customer satisfaction/NPS scores relative to peers; partner with Success & Sales to position clients for success, deliver presentations, engage executives, and assist with escalations
• Determineroot cause of internal and external problems; develop solutions; oversee and help achieve resolution; ensure problems do not re-occur (learning from failure);leveragethe management technique of failure-based evidence and apply those lessons
• Maintain deep industry pand customer knowledge; knowcustomer workflows and how they integrate intoElemicatools;solid knowledge of business and ability to proactively keep current on industry trends
• Possess the ability to drive change with clients; create a coalition of both buyer and user personas; help create urgencytoincreasecustomerutilizationofthe solution
• Proactively and consistentlydemonstrateto the customer the value and benefits of partnering withElemica, ensuring the relationship is viewed by the customer as indispensable and irreplaceable
• Gain customer loyalty;driveutilization/consumption rates;possesspersonal connections with accounts; asksfor referencesand approval of casestudies;identifies training opportunities and ensures customer is aware of new product features;preventcustomer attrition; generaterepeat business;expand the breadth and depth of existing pipeline opportunities; learn about our customers’ definition of value, challenges, persona roles, and business partners
• Adoptcompany policies; utilizeCRM system; adhereto opportunity management process; understandcustomer success and sales methodologies; defineand managehandoffswith other Elemicadepartments and clients; measure process output; providespecific governance and guidance around process adherence; collaborate and align very effectively with leadership in Customer Success, Sales, Consulting, Marketing, Product, and Engineering to ensure cross-functional integration of processes and services; best practices and innovation in demonstrating measurable value, onboarding, and operationalizing the customer lifecycle
• Budgettime and moneyand effectively manages budget; managemeeting commitments; handlesprioritization conflicts
• Motivate supporters and overcome opposition of detractors within customer organizations;maintain good-will from all parties after resolution of conflicts

What You’ll Need

• 5+years of experiencein Customer Success, Account Management, and/or Sales, preferably in a SaaS company
• Demonstrated ability todrive customer adoption
• Demonstrated ability to lead cross-functional initiatives
• Bachelor’s Degree or equivalent work experiencerequired
• Strong written and verbal communication skills
• Collaborative problem solver who takes ownershipofissues and drives to resolution
• Knowledge ofLogistics/Supply Chainfunction preferred
• Ability to analyze data and convey actionable insights to executives
• Willing and able to travel up to30%
• Proven accountability and excellent interpersonal skills; the confidence to be an honest advocate who is willing to speak up when needed
• Excellent problem-solving skills with ability to get to the root cause of internal and external problems; ability to recommend resolutions
• Must respond to client requests with empathy, compassion, strategic advisement, and rapidity
• Desire to work with a collaborative global team with offices in the USA, Germany, UK, Netherlands, and India

Who We Are

Elemica is a leading provider of Digital Supply Chain Management solutions and the premier multi-enterprise collaboration network for global process manufacturing industries. Its portfolio of SaaS-based, network-powered digitization and visibility solutions automate critical information flows, enable multi-channel data strategies, and improve end-to-end supply chain performance. Elemica solutions connect many of the world’s largest manufacturers to their direct material suppliers, logistics service providers and end customers, helping them realize the promise of, and return on, their investments in supply chain digitization. Today, global leaders—including Arkema, BASF, Continental, Dow, Goodyear, Michelin, and Shell—use Elemica, driving over $1 trillion in commerce annually.

It is the responsibility of all Elemica employees to ensure the security, availability, processing integrity, confidentiality, and privacy of Elemica systems and data and the data of our customers. Using best practices in these areas, all Elemica employees will observe a ‘security first’ approach to their daily responsibilities. All employees are accountable for securing their work devices, work areas, and communications in the execution of their daily duties.

Our use of artificial intelligence in hiring

We use AI-assisted tools to support parts of our recruitment process. These tools help us manage application volume, but no hiring decision is made by AI alone. Your rights: You have the right to request human review of any AI-assisted assessment of your application. You may also request information about how AI was used in evaluating your candidacy and contest any decision that was influenced by automated processing. To exercise these rights or ask questions about our use of AI in recruitment, contact: [e-mail].