Advanced RPO

  • Customer Journey Manager (McLean, VA OR REMOTE)

    Job Locations US-VA-McLean
    Req No.
    2018-9581
    Type
    Regular Full-Time
  • Overview

    Corcentric, a leading provider of cloud-based solutions to address financial process automation, is seeking a Customer Journey Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report into the Director of Customer Success and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.

    This position focuses on championing Corcentric’s customer-centric solutions and outcomes. You will work closely with Corcentric operations, sales and support teams to understand and resolve customer issues and pain points. You will have a strong understanding of our customers’ business objectives, and the ability to identify and articulate how our solution supports achievement of customers’ strategic goals. You are driven to be part of something larger than yourself. You are looking for a career with Corcentric’s Customer Success team.

    This individual will provide day-to-day management of our Customer Success Managers (CSMs) while maintaining a portfolio of customers they are responsible for.

    Responsibilities

    • Report to the Director of Customer Success on past results as well as renewals and upsell forecasts
    • Track Key Performance Indicators (KPIs) regarding renewals and upsell opportunities and provide recommendations to the Director of Customer Success
    • Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and Net Promoter Score (NPS)
    • Coordinate with Marketing on 1:Many communications efforts to synchronize outreach to our customers
    • Detect early signals of at-risk renewals, design and update playbooks for CSMs to address them, and provide a path to escalation
    • Identify top candidates for upsell opportunities
    • Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to:
      • Relay customer feedback to the Product team
      • Align with the Support Desk team on resolution of major cases and report bugs to the Development team
      • Provide feedback to Sales on the health of our customers
      • Assist the Implementation team overcome any delays in implementation
    • Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs
    • Provide materials, support, and data that help our CSMs work more effectively

    Qualifications

    Required Qualifications

    • BS degree in Business or related field OR 10+ years of related experience 
    • 5+ years of experience in supervisory role, preferably in an Account Management/CSM Management role for a Software/SaaS company
    • 8+ years in customer success, customer service, or sales roles
    • Exceptional interpersonal skills for internal and external relationship building at all levels of the organization including cross-departmental colleagues, C-suite and clients
    • Demonstrated ability to make satisfied customers a priority; polite and courteous to all and able to handle difficult customers with respect
    • Demonstrated technical problem solving abilities
    • Passion about customer satisfaction and a commitment to diversity of thought and consideration of different ideas
    • Demonstrated communication and presentation skills and comfortable when interacting in both one-on-one and group settings
    • Influencing skills and ability to build good working relationships
    • Highly organized and efficient, with a proven ability to think both strategically and tactically
    • Solid team player with a positive attitude and a record of consistently meeting commitments and assigned tasks
    • Strong collaboration skills and the ability to work effectively with cross functional teams and subject matter experts to take ideas from concept through implementation
    • Strong negotiation skills to work through complex issues that lead to a win/win result for Corcentric and our customer
    • Ability to travel up to 25% - 50%

    Desired Qualifications

    • Accounting experience is a plus (Accounts Receivable/Accounts Payable)
    • Zendesk Case Management experience
    • Database, FTP, XML, or EDI experience
    • Bi-lingual (Spanish and English) capabilities

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed