Customer Success Manager

apexanalytix; Greensboro (NC); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

BeWell program

Mentor program

Tuition and certification assistance

Job summary

apexanalytix is seeking a Customer Success Lead to manage post-sale engagement for apexportal solutions. You will drive adoption, ensure client value, and expand relationships with executive stakeholders across client organizations.

The role emphasizes cross-functional collaboration, strategic account planning, and opportunities to upsell services while partnering with clients at the C-level to maximize outcomes. Travel to client sites is expected, including Greensboro, NC.

Qualifications

• Minimum of 5 years’ experience in customer success role.
• Knowledge of supplier onboarding, dynamic discounting, supply chain financing, and e-invoicing preferred.
• Ability to interact credibly with technical and business stakeholders up to C-level.
• Strong project management skills a plus.

Responsibilities

• Serve as SME on apexportal solutions addressing client needs.
• Develop and implement strategies to increase adoption and satisfaction.
• Lead Executive Business Reviews and align teams for success.
• Identify opportunities for upsell across assigned accounts.
• Build long-term relationships from C-level to administrators.

Skills

Customer success

Account expansion

Executive relationship management

Cross-selling

Travel readiness

Job description

At apexanalytix, we’re lifelong innovators! Since the date of our founding nearly four decades ago we’ve been consistently growing, profitable, and delivering the best procure-to-pay solutions to the world. We’re the perfect balance of established company and start-up. You will find a unique home here.

And you’ll recognize the names of our clients. Most of them are on The Global 2000. They trust us to give them the latest in controls, audit and analytics software every day. Industry analysts consistently rank us as a top supplier management solution, and you’ll be helping build that reputation.

The Customer Success Lead position is in our apex portal Solutions group, which manages customers post-sale, implements and supports APEX software for our clients. Our apex portal Solutions leverage the latest in cognitive computing and our massive proprietary database of scored supplier records to recover and prevent overpayments, improve processes, ensure compliant supplier relationships, and optimize working capital.

The Work

• Serve as a Subject Matter Expert on all apexportal solution with a deep understanding of how those solutions can address client needs.
• Demonstrate deep understanding of clients’ business – challenges, opportunities, goals, etc.
• Maintaining the current relationship is not enough. The CSM should Expand the relationship.
• Develop and drive strategies that lead to increased customer adoption and satisfaction
• Lead customer engagement touch points such as Executive Business Reviews and process or technical team alignment
• Identify opportunities and incremental business on assigned accounts through active cross and upsell strategies
• Participate in achieving department goals through identifying additional services opportunities to installed clients.
• Ensure C-level executives at client organizations achieve their desired outcomes and gain maximum value from our solution
• Build and sustain relationships across customers from C-level executives to administrative personnel through regular meetings, understanding their needs, and offering tailored solutions
• Develop customers who will provide positive references for prospects
• Lead and align administrative and technical teams both within apex and with the customer to drive process and technical priorities to completion
• Advocate for and address customers’ product, technology, and service needs internally
• Assess client usage, performance, and satisfaction, and align their business objectives with our solutions
• Develop deep knowledge of apex solutions
• Lead base-level demos of apex products for customer knowledge and growth.

The Must-Haves

• Minimum of 5 years’ experience in customer success role
• Knowledge of supplier onboarding, dynamic discounting, supply chain financing, and e-invoicing solutions preferrable
• Good understanding of Accounts Payable & procurement principles, including Accounts Payable best practices is useful
• Ability to interact credibly with technical & LOB professionals as well as senior executives through the CPO, CFP and CEO level
• Strong project management skills a plus
• Ability to build rapport with team members and clients
• Excellent customer communication skills with the ability to be an active listener
• Passionate commitment to customer satisfaction
• Excellent communication skills, both written and verbal, including ability to communicate effectively with both business and technical personnel, both inside the APEX organization and within client organizations, at both peer and senior levels.
• Collaborate with customers to develop and execute success plans that align apex’s capabilities with the customer's business goals and objectives
• Strong influencing, problem-solving, and negotiation skills
• 25% travel to client sites and Corporate, Greensboro, North Carolina

Over the years, we’ve discovered that the most effective and successful associates at apexanalytix are people who have a specific combination of values, skills, and behaviors that we call “The apex Way”. Read more about The apex Way - https://www.apexanalytix.com/careers/

At apexanalytix we know that our associates are the reason behind our successes. We truly value you as an associate and part of our professional family. Our goal is to offer the very best benefits possible to you and your loved ones. When it comes to benefits, whether for yourself or your family the most important aspect is choice. And we get that. apexanalytix offers competitive benefits for the countries that we serve, in addition to our BeWell@apex initiative that encourages employees’ growth in six key wellness areas: Emotional, Physical, Community, Financial, Social, and Intelligence.

With resources such as a strong Mentor Program, Internal Training Portal, plus Education, Tuition, and Certification Assistance, we provide tools for our associates to grow and develop.