Customer Success Manager
2 months ago
ESM Solutions is a leading provider of cloud-based spend management solutions that help organizations build more sustainable, diverse and cost-effective supply chains.
Our apps elevate the office of procurement in strategic importance and transforming the procurement function within an organization. We help education institutions adapt to what's next by embedding convenience, intelligence, community, and mission into scalable cloud solutions that deliver insight at every step in the spend management process. We work hard, and we're serious about what we do. But we like to have fun, too. We put people first, celebrate diversity, drive innovation, and do good in the communities where we live and work.
About this role
ESM is looking for a highly motivated individual to lead its Customer Success function to help clients achieve their goals with the ESM spend management suite. Customer Success Managers oversee our customers throughout their lifecycle, including supporting their deployment, onboarding, training, and support with the expansion of the ESM app portfolio.
You will also strategize with decision-makers and champions to determine how ESM can drive optimum value for their team. You will be a trusted advisor to ESM's customers, discovering their business needs and pains and coaching them on how to resolve those within the spend management platform.
You will work closely with other departments internally, working to identify areas where existing customers could expand and discovering new uses for ESM apps within the customers' organization. Candidates must be self-motivated individuals who love working with a passionate/competitive team, solving customer problems, mastering product knowledge, and continually improving company processes and culture. You must have previous experience in EdTech and work directly with large institutions, and ability to thrive in unknown territory, and a desire to contribute on a strategic level.
Responsibilities
- Establish clear retention goals and process milestones for the client to work toward
- Sustain business growth and profitability by maximizing value
- Analyze customer data to improve customer experience
- Promote the value of the product and upsell services
- Assist in creating training courses and educational materials for other members of the department
- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
- Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
- Optimize existing processes within the company and actively enhance all Customer Success initiatives
Qualifications
- 3-5 years of experience in customer success position strongly preferred
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate for the use of the product to service
- Accountability and personal organization are essential
- Experience in managing a diverse group and training each according to company standards
- Ability to establish milestones and keep all team members on task
- Experience analyzing and optimizing the existing processes in the Customer Success department
- Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
- Strong communication skills
- Preferred to have at least 2 years in the Procure to Pay or Higher Ed Saas space
Compensation
- Competitive pay
- Contributory health coverage
- Medical, dental, and vision
- 401k matching
- Flexible time off
- Parental Leave
- Employee referral bonuses to encourage the addition of great new people to the team
- We foster a learning culture with:
- Tuition Reimbursement Assistance
- Professional Development opportunities
About ESM
Advancing the mission of education takes more than smart spending. Because in education, procurement isn’t just about transactions—it’s about connecting people with the resources they need to power learning. It isn’t about adding more suppliers to your network—it’s about finding the right suppliers who can deliver what your education community needs—today and tomorrow. It isn’t even about automating source-to-pay—it’s about building insight at every point in the process so that you can design innovative new ways to support institutional goals.
At ESM we believe that intelligent procurement is based on a vision for how to deliver lasting value—one shared by you, your suppliers, and your education community. We’re building dynamic new technologies powered by a community of insight to help you manage every relationship more effectively and build a sustainable ecosystem to help your institution thrive.
Because keeping education vibrant and viable isn’t just a job—it’s a calling.
Colorado residents need not apply
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