Customer Success Manager- Existing Clients

3 weeks ago

Long Island, United States VistaVu Solutions Full time

VistaVu Solutions is an employee-owned tech company on a high growth curve. We deliver full lifecycle ERP implementations, transformation projects, and responsive support through our partnerships with SAP S/4 Hana Cloud, SAP Business ByDesign, SAP Business One, SAP BTP, and Boomi to mid-market companies in a broad range of industries primarily within the United States. Our industry specific expertise, product extensions, and award-winning services help our customers RUN GREAT

It's our people that make VistaVu unique and different from other technology solution providers. We are smart, determined, and not afraid to try new things. We advocate for our customers and earn their trust by understanding their business, using proven processes to serve their needs, and delivering a high return on investment. Our core values shape our culture, define our character, and guide how to make decisions across every level of our organization.

Our Core Values

* Results: You want to work in a company based on meritocracy where your results determine your trajectory (not time served).
* Trust: When your manager gives you something you use your critical thinking and proactive mindset to find a way to get it done and done well.
* User Experience: You appreciate what good customer experience looks like and are driven to consistently go above and beyond for the customer.
* Embrace Change: You thrive within a dynamic and evolving organization.
* Growth: You are consistently investing into and upgrading your skills and experiences.
* Gratitude: You want to feel appreciated, and you look to say thank you loudly and often to others on the team.

The Opportunity

VistaVu is looking for a driven, customer-centric individual who is detail-oriented and proactive. Preferable with SAP Software experience. The ideal candidate should be able to identify opportunities for customer growth and process improvement while effectively advocating on their behalf.

As a key member of the customer success team, reporting to the Director of Customer Experience, the successful candidate will work collaboratively with existing clients to ensure continued success, including recurring revenue, upselling/cross-selling, and testimonials.

How do you know you are a fit?

* You are self motivated, and results driven.
* You are customer focused and passionate about your work.
* You are able to anticipate customer needs.
* You are resilient.
* You have ability to build relationships.
* You have growth mindset and persistent.
* You have strong stakeholder engagement abilities.
* You have SAP ERP software experience.

What will you be doing?

* Maintain ongoing relationships with assigned accounts and work with Strategic Account Managers to ensure total recurring revenue for assigned accounts is maintained or increased through to the end of the year.
* Manage the day-to-day needs of assigned accounts which includes monitoring support/services, regular cadence calls, identifying new opportunities, contract management, managing the consumption of MAS (Managed Application Service), addressing escalations and expanding your presence within the account.
* Foster relationships with end-users and build advocacy leading to public and written testimonials.
* Increase existing client revenue base by 20% from the previous year.
* Maintain necessary information in Gainsight to reflect accurate client health scores and provide leadership with valued insight into accounts.



What experience do you need?

* Bachelor's degree in any field, but with emphasis on Business Management, Accounting, Finance, and other related areas.
* Professional certification in SAP Customer Engagement Executive (CEE) is an asset.
* A minimum of 5years experience working in a similar capacity within an ERP system implementation environment or SaaS space.
* Previous experience managing a portfolio of clients within the ERP or business solutions space.
* Proven track record of maintaining recurring revenue targets and/or growing revenue through existing clients.
* Previous experience managing sales opportunities from nurture to close.
* Annual account planning experience
* Must have excellent client engagement skills.
* Has the ability to align client business challenges to developed solutions.
* Excellent customer management experience.
* Ability to work collaboratively with cross-functional teams, including sales, implementation consultants and technical experts.
* Strong communication skills enabling effective conversations with C-level suite.
* Ability to manage multiple accounts at various levels.
* Empathetic listening and appreciation for client's needs and concerns.
* Independent learning to understand in-depth clients' business and industry.
* Must have a strong technical aptitude.
* Good problem-solving and critical-thinking abilities.
* Excellent interpersonal and relationship building skills.

What's in it for you?

* Work with one of the top SAP partners in North America in an area that is pivotal to our success.
* Ownership through our Employee Share Option Program where you will have an integral role of influencing and contributing to the company success.
* Competitive remuneration
* Flexible Health and wellness spending account.
* Bonus program.
* STD, LTD, Life and Critical Illness benefit program.


* Work with great people in an environment where we live our core values.
* Growth as we provide you challenges and opportunities to advance your career development and training that will set you on the path for professional achievement.

At VistaVu Solutions, we are an equal opportunity employer committed to an inclusive and equitable workplace that values, represents and supports the communities in which we work and live. We welcome people from all backgrounds, ethnicities, cultures, and experiences and are committed to maintaining a respectful work environment that also supports the diverse needs of our employees. We do not discriminate on the basis or race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.

VistaVu will make reasonable accommodations for qualified applicants who would require accommodation in applying for this role or throughout our hiring process unless undue hardship would result. Any applicant who requires accommodation should contact VistaVu's hiring team at careers@vistavusolutions.com. The applicant should advise VistaVu what accommodations they need to participate in the process.

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