Senior Customer Success Manager, O2C

Corcentric; Georgia (VT); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is looking for a Senior Customer Success Manager to enhance customer experiences and drive retention. In this pivotal role, you will act as a trusted advisor, coordinating internal resources to meet client goals and solve complex issues. Your expertise in Customer Success Management, particularly in SaaS environments, will be vital in cultivating relationships with customer executives and ensuring product adoption. Join a dynamic team dedicated to delivering exceptional value and fostering strong customer partnerships. If you are passionate about customer success and ready to make a significant impact, this opportunity is for you.

Qualifications

• Experience in Customer Success Management, ideally in SaaS environments.
• Strong interpersonal and communication skills are essential.

Responsibilities

• Serve as a client executive advocate coordinating internal functions.
• Conduct regular business reviews with customer executives.
• Monitor customer health indicators and sentiment trends.

Skills

Customer Success Management

Interpersonal Skills

Organizational Skills

Technical Problem-Solving

Communication Skills

Influencing Skills

Negotiation Skills

Education

Bachelor's degree in business or relevant field

Tools

MS PowerPoint

MS Excel

Job description

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 hiring out of our Cherry Hill, NJ headquarters, as well as remotely across the Eastern US Time Zone in states where we have employee hubs: 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:

1. Serve as a client executive advocate by coordinating internal functions and resources to reach client goals and solve complex customer issues.
2. Function as the primary point of contact for all post-sales activities, including onboarding, guidance, change management, product training, technical support, and account management.
3. Cultivate relationships with customer executives to reinforce the strategic positioning of solutions.
4. Conduct regular business reviews with customer executives to review accomplishments, challenges, and reinforce business value.
5. Establish long-term success roadmaps with checkpoints to ensure milestones are attained.
6. Monitor customer health indicators and sentiment trends, taking swift action when necessary to restore confidence.
7. Support a diverse customer portfolio through support, training, and strategic dialogue with key contacts.
8. Become a trusted advisor, delivering best practices and value-added guidance empathetically.
9. Coordinate with product, delivery, and support teams to address product enhancements and change requests.
10. Promote customer product adoption and usage.
11. Train customers on new functionalities and system upgrades.
12. Identify opportunities to increase product and solution footprint.
13. Act as the internal advocate to ensure customer needs are met.
14. Proactively identify and address issues in the customer relationship.
15. Represent the voice of the customer to the product team for enhancements and features.
16. Identify critical success factors and process improvements to enhance customer experience.

Requirements

• Bachelor's degree in business or relevant field (or equivalent experience).
• Experience in Customer Success Management, ideally in SaaS environments.
• Strong interpersonal, organizational, technical problem-solving, and communication skills.
• Proficiency in MS PowerPoint and Excel.
• Influencing and negotiation skills.
• A positive team-player attitude with the ability to travel up to 20%.

Preferred:

• Order-to-Cash (O2C) domain expertise.
• Knowledge of accounting or accounts receivable operations.
• Managed services experience.