Advanced RPO

  • Customer Success Manager (McLean, VA OR REMOTE)

    Job Locations US-VA-McLean
    Req No.
    2018-9582
    Category
    Customer Service
    Type
    Regular Full-Time
  • Overview

    Corcentric, a leading provider of cloud-based solutions to address financial process automation, is seeking a Customer Success Manager (CSM) to strategically address our customers’ long term objectives through the use of our products and services. 

    Corcentric’s Customer Success team is looking for an experienced CSM who is passionate about ensuring that their customers have the right solutions and are responsible for managing relationships and selling our products and services within assigned accounts, with a focus on hunting for new business through upsell, cross-sell, as well as renewals.  You are accountable for our clients' adoption of our growing suite of SaaS solutions and services, and are responsible for driving visible value aligned with our clients' business outcomes. This position resides within the Corcentric Customer Success group and is responsible for proactively driving frontline customer satisfaction.  This position will serve as the central point of contact to customers upon deployment for Corcentric’s COR360 and CorConnect product offerings. You are driven to be part of something larger than yourself. You are looking for a career with Corcentric’s Customer Success team.

    This position focuses on working with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value.  The position will interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.   Additionally, the CSM will create and retain customer loyalty by establishing rapport with the customer, plan and develop customer-focused programs, oversee the resolution of customer concerns and facilitate the delivery of goods or services to the customer.

    Responsibilities

    • Primary point of contact for all post-sales activities including but not limited to customer onboarding, consultative guidance, product training, technical support, and assigned account management activities
    • Understand their portfolio of diverse customers and work to strengthen the relationships through support, training and strategic dialogue with key users and contacts as well as providing business insight and support to ensure that customers are managed effectively while optimizing the customer experience
    • Serve as a trusted advisor to customers delivering best practices, guidance, and an empathetic ear
    • Develop and maintain relationships with multiple customer contacts, enabling them to understand and address their complete needs
    • Establish a roadmap for each customer’s long term success by creating frequent checkpoints to ensure milestones are being attained and adjust the plan accordingly
    • Conduct regular reviews with customers and provide the highest standard of quality and “best in class” service
    • Coordinate with product, delivery, and support teams to meet customer needs as it relates to product enhancements requests, ensuring successful deployment and maintenance of ongoing customer relationships
    • Actively contribute to maximizing product usage with all customers and promote additional functionalities and upgrades
    • Identify opportunities to increase the footprint of the product throughout all Corcentric customers
    • Advocate for customers by facilitating internal teams and projects to solve customer’s needs
    • Assist in giving product demonstrations, handling customer queries, and training users
    • Proactively identify issues and potential concerns in the relationship and work to rectify these with sales, customer support, development, IT, and management
    • Be proactive by looking at usage and help drive adoption
    • Work closely with product team for new product enhancements and new feature requests based on experience in the field
    • Provide input to senior management at the earliest opportunity regarding any issues impacting customer satisfaction
    • Develop effective internal and external communication mechanisms contributing to overall customer service
    • Proactively identify critical success factors and areas of business process improvement designed to enhance the overall customer experience

    Qualifications

    Required Qualifications

    • BS degree in Business or related field OR 5+ years of related experience 
    • 5+ years of experience in an Account Management/Customer Success 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 company and customer
    • Ability to travel up to 25% - 50%

    Desired Qualifications

    • Accounting experience a plus (Accounts Receivable/Accounts Payable)
    • Change management and training experience is a plus
    • Experience working for a B2B SaaS company that has scaled successfully through rapid growth
    • Bi-lingual (Spanish and English) capabilities

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