Customer Success Manager

7 days ago

Downers Grove, Illinois, United States Corcentric Full time

Corcentric, a leading provider of cloud-based finance and procurement solutions, seeks a Customer Success Manager (CSM) to serve as the trusted advisor to our customers. The right candidate will ensure ongoing success with our platform-based solutions, maximize our customers' return on investment, and facilitate strong customer retention and growth across our portfolio of products.

We are currently hiring out of the following office locations:

  • Cherry Hill, NJ
  • Downers Grove, IL
This role may be eligible for voluntary work-from-home consideration. In order to be considered for this position, you should live within a commutable distance to one of these office locations, even if you plan to request a work-from-home arrangement, as there may be times when in-person meetings, training sessions, social events, or similar activities are held onsite.

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 the diversity of thought and encourage teaming and collaboration. Corcentric Customer Success is a fast-paced environment with high expectations for quality delivery and accountability. 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 Customer Success.

As a Customer Success Manager, you will:
  • Serve as the 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
  • Monitor customer health indicators and sentiment trends and take swift action when necessary to restore customer confidence
  • Understand a diverse customers portfolio and strengthen relationships through support, training, and strategic dialogue with key users and contacts
  • Earn the right to become a trusted advisor to customers, delivering best practices and value-added guidance with an empathetic ear
  • Establish long-term success roadmaps for each customer with frequent checkpoints to ensure milestones are being attained
  • Conduct regular business reviews to review accomplishments, challenges and reinforce business value
  • Coordinate with the product, delivery, and support teams to meet customer needs related to product enhancements and change requests
  • Actively monitor and promote customer product adoption and usage
  • Promote, communicate and train customer on new functionality and system upgrades
  • Identify opportunities to increase the Corcentric product and solution footprint
  • Act as the internal customer advocate to ensure customer needs and requests are met
  • Proactively identify issues and potential concerns in the customer relationship and work to rectify these with internal resources as needed
  • Represent the voice of the customer and work closely with the product team for new product enhancements and feature requests
  • Proactively identify critical success factors and areas of business process improvement designed to enhance the overall customer experience
Requirements

You'll need to have:
  • Bachelor's degree in business or relevant field (or equivalent experience)
  • Experience in a Customer Success Management or Account Management role
  • Experience in a Software-as-a-Service (SaaS) environment, preferably Procurement Tech
  • Exceptional collaboration and interpersonal skills, with demonstrated ability to build relationships at all levels of the organization
  • Efficient organizational skills, with a proven ability to think both strategically and tactically
  • Strong technical problem-solving abilities
  • Demonstrated communication and presentation skills, with experience preparing and effectively delivering customer presentation decks in MS PowerPoint
  • Proficiency using MS Excel to analyze and chart data
  • Influencing and negotiation skills
  • A team-player mindset, with a positive attitude and a record of consistently meeting commitments
  • Ability to travel up to 15%
(We want to make sure you're set up to succeed, and we view these as the critical skills you'll need to achieve great things at Corcentric)

It's great if you also have:
  • Procure-to-pay or source-to-contract domain expertise
  • Managed services experience
(Psst...Don't worry if you don't check all these boxes... we view this as helpful experience that can shorten ramp-up time)

About Us

Corcentric is a global provider of business spend management and revenue management software and services for mid-market and Fortune 1000 businesses. Corcentric delivers software, advisory services, and payments focused on reducing costs, optimizing working capital, and unlocking revenue.

We achieve success by exemplifying our core values in the way we work, communicate, and collaborate:
  • Do the Right Thing
  • Embrace + Drive Change
  • Be Empowered
  • Be Relentlessly Focused on the Custom
Benefits

At Corcentric, we know that the hard work of our employees is what drives the success of our organization. We care about who you are and what you value, both inside and outside of work.

Within our organization, you will have the opportunity to work with smart, collaborative team members and approachable leaders. Our down-to-earth, solutions-oriented culture means you'll have the opportunity to get hands-on with interesting work projects and be able to draw a short line from your contributions to business impacts. We prioritize professional development and encourage cross-functional promotional opportunities to enable you to reach your career goals. We have been in business for over 25 years and are thrilled to be actively growing and scaling our teams accordingly - it's an exciting environment and a great time to join.

We also recognize the importance of work-life balance and want to support your efforts to take care of your health and well-being and the health and well-being of those who depend upon you. In support of this, we are proud to offer a comprehensive benefits package to our full-time team members, including:
  • Generous annual paid time off program that increases with tenure
  • Nine paid holidays plus an annual personal holiday to recognize or celebrate an occasion that is important to you
  • An annual paid day off to volunteer for causes that are near and dear to you
  • Paid maternity, paternal/secondary caregiver, and adoptive parent leave
  • Company-paid life and disability insurance
  • 401k program with a company match
  • Medical insurance plan options ranging from a traditional PPO to High Deductible Health Plan options that feature a company HSA contribution
  • Dental plan - including orthodontia coverage
  • Vision plan - including discount for LASIK surgery
  • All medical, dental, and vision insurance plans are available from the first of the month following your start date - no extended waiting period to be eligible
  • A no-cost Employee Assistance Program - 24/7 access to confidential counseling services and a wide range of additional support and professional services

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