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Senior Manager, Customer Success

1 month ago

Chicago, United States Corcentric Full time

As a Senior Manager, Customer Success at Corcentric, you will join a collaborative team within an ambitious, entrepreneurial global organization You will be responsible for leading our Customer Success initiatives, driving customer satisfaction, and ensuring our clients receive maximum value from our Payments products and services. As a Senior Manager, you will oversee a dedicated team of customer success managers and will play a pivotal role in developing and cultivating strong relationships with our customers.

We are currently hiring out of our office hubs in Cherry Hill, NJ, Downers Grove, IL, McLean, VA, as well as the following remote team locations:

  • Omaha, Nebraska
  • Des Moines, Iowa
  • Cedar Rapids, Iowa
In order to be considered, you should be within a commutable distance to one of these key hiring markets, as there may be in-person training and team-building events from time to time.

Successful candidates have empathetic leadership skills, a proven track record of managing Customer Success operations, and passion for helping customers achieve their business objectives. We're a dedicated, down-to-earth group in a growing organization offering plenty of opportunity. Join us in making a significant impact on our customers' success and help us create exceptional experiences that drive our business forward.

As a Sr. Manager, Customer Success, you will:
  • Lead and manage a team of Customer Success Managers (CSMs) to ensure the highest level of customer satisfaction, including leading team meetings, delivering training, and assigning projects.
  • Conduct regular performance reviews and professional development sessions to elevate team skills and performance.
  • Develop and implement customer engagement strategies that align with business goals.
  • Monitor and analyze customer health metrics to proactively address any issues and enhance customer experience.
  • Foster strong relationships with key stakeholders and customers to understand their business needs and objectives.
  • Identify upselling and cross-selling opportunities to drive revenue growth through existing customer accounts.
  • Implement and optimize customer engagement strategies that foster long-term loyalty and retention.
  • Collaborate cross-functionally with sales, product, and marketing teams to enhance the overall customer journey.
  • Track and report on relevant metrics (client spend analysis, trends, past results, renewals and upsell forecasts) and Key Performance Indicators (customer satisfaction and net promoter scores).
  • Track and report on Key Performance Indicators (KPIs) and relevant metrics regarding customer satisfaction, renewals and upsell opportunities and provide results and recommendations to the VP of Payment Operations.
  • Determine the timing and content of touch points along the customer journey to drive optimal adoption, improve customer experiences
  • Lead continuous improvement initiatives of processes, procedures, tools, software enhancements, and communication channels that enable the team to produce positive results that enhance operational efficiencies and customer experiences.
Requirements

You'll need to have:
  • A Bachelor's degree in business or a relevant field
  • 7+ years of Customer Success experience in the SaaS space
  • 3+ years of leadership experience, including directly managing a Customer Success team
  • Strong Payments domain knowledge and relevant industry experience (Fintech, Banking, Payments, etc.)
  • Exceptional collaboration and interpersonal skills, with the ability to foster a team culture of engagement and achievement
  • Demonstrated ability to build relationships and influence stakeholders at all levels.
  • Strong problem-solving skills, with the ability to think both strategically and tactically to negotiate and influence for positive outcomes.
  • Strong discernment, with the ability to effectively evaluate potential short- and long-term impacts, and make informed, sound decisions in support of department goals and initiatives.
  • Proficient MS Office experience, including MS Excel for effective reporting and data visualization and MS PowerPoint for creating and delivering quality presentations.
  • Familiarity with CRM software and customer success tools.
  • Ability to travel approximately 15% for client meetings and team-building
(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:
  • An MBA or relevant graduate degree
(Psst...Don't worry if you don't check all these boxes... we view this as helpful experience that can shorten ramp-up time)

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


Our roles require routine use of standard office equipment, such as computers, keyboards, printers, phones, and filing cabinets. You may need to type, reach, and lift office materials of a reasonable weight. Travel may also be required based on job responsibilities and business needs.

Corcentric does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.