Customer Success Manager

4 weeks ago

Newark, United States Agilis Commerce Full time

Company Overview: Agilis is a fast-growing software company transforming the chemical industry with cutting-edge digital customer engagement solutions. Designed for the unique needs of chemical producers and distributors, our platform offers tools like Product Information Management (PIM) systems, digital catalogs, customer portals, and e-commerce solutions to streamline sales processes, automate transactions, and integrate seamlessly with ERP/CRM systems.

By enhancing operational efficiency and customer experiences, Agilis drives sales growth, builds customer loyalty, and safeguards brand integrity. Our scalable, quick-to-implement solutions leverage advanced technology, data science, and AI to help companies establish a strong online presence, generate leads, and accelerate business growth.

Position Overview: We seek an experienced and team-oriented Customer Success / Project Manager to join our growing team. This role is critical to ensuring our Customer's success and satisfaction with our platform. As a Customer Success / Project Manager, you will be customers' primary point of contact, drive engagement and adoption of our platform, and manage project timelines and deliverables. You will be pivotal in ensuring our Customers achieve their business objectives and experience maximum value from our solutions. We are looking for someone who can "wear multiple hats" simultaneously, can operate with a high degree of autonomy, and wants ample opportunity to learn and grow.

Key Responsibilities:

  • Customer Engagement & Relationship Management: Develop and maintain strong relationships with key stakeholders at Customer organizations. Serve as their primary point of contact, providing support and guidance to ensure their success with our platform.
  • Customer Onboarding: Lead the onboarding process for new Customers, ensuring a smooth and successful implementation of our platform. Use data analytics techniques to prepare provided product documentation and customer data for platform upload. Work with the backend team to create high-quality product profiles for our Customer portals.
  • Training & Change Management: Outline change management activities based on the Customer organization's change readiness assessment. Conduct training sessions and workshops to educate customers on how to use our solutions effectively.
  • Project Management: Oversee and manage project timelines, deliverables, and resources to ensure successful implementation and adoption of our platform. Coordinate with internal teams and customers to ensure alignment and timely delivery of projects.
  • Performance Monitoring & Reporting: Track and monitor key performance indicators (KPIs) to measure the success of customer implementations. Provide regular reports and updates to customers and internal stakeholders on project progress and performance.
  • Customer Advocacy: Act as the voice of the customer within Agilis with a focus on collaborating cross-functionally, advocating for customer needs and feedback to integrate it into product development and enhancements. Collaborate with the product and engineering teams to drive continuous improvement of our platform.
  • Issue Resolution: Proactively identify and address any issues that may arise during customer engagements. Work with internal teams to resolve issues promptly and efficiently to ensure customer satisfaction.
  • Renewals, Upsells, and Sales Support: Collaborate with the sales team to identify opportunities for renewals and upsells. Work with customers to understand their evolving needs and recommend additional solutions or features to enhance their experience with our platform. With the help of the backend team, create demos for customer engagement and present those to prospective Customers.
Requirements
  • Experience: 3-5 years of relevant experience in customer success, project management, or a similar role, preferably with the chemical industry. Experience working with B2B SaaS platforms is a strong plus.
  • Industry Knowledge: Strong understanding of the chemical industry, including market dynamics, go-to-market approaches, product documentation, and regulatory requirements.
  • Project Management Skills: Proven track record of successfully managing projects from inception to completion. Strong organizational skills with the ability to manage multiple projects simultaneously.
  • Data Analytics Skills: Proficiency in data analytics, including experience working with large data sets and document collections. Ability to interpret data and provide actionable insights to Customers and internal teams.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey complex information to diverse audiences.
  • Problem-Solving Abilities: Strong analytical and problem-solving skills, with the ability to break down complex problems into manageable parts and find solutions using available tools and platforms.
  • Customer-Centric Mindset: Passion for customer success and a deep commitment to delivering exceptional service and value to Customers.
  • Technical Aptitude: Comfortable with technology and able to quickly learn and adapt to new tools and platforms. High proficiency with standard office software is a must. Data analytics, basic HTML, and Python skills are a plus.
Benefits
  • Competitive salary with equity options.
  • Comprehensive health benefits and other perks.
  • Growth opportunities in a fast-paced startup environment.
  • Collaborative, no-bureaucracy culture.
  • Flexible working hours and location.
Life at AgilisAt Agilis, we embrace:
  • Integrity: We deliver on our promises.
  • Customer focus: We craft products our customers love.
  • Ownership mindset: We take responsibility for our work and make decisions that benefit our customers and drive success for the entire team.
We value diversity and welcome individuals with a passion for learning, grit, creativity, and a growth mindset.

What We Look For:
  • Passion: Excitement for our mission, products, and people.
  • Creativity: A fresh perspective to solve existing problems innovatively.
  • Entrepreneurial spirit: Confidence to take risks and challenge the status quo.
  • Focus: A results-oriented mindset that keeps the big picture in view.
  • Collaboration: A willingness to jump in and contribute wherever needed.
  • Ambition: Determination to excel and achieve goals.
  • Active listening: Ability to understand customer feedback and turn it into actionable insights.
  • Self-starting: Taking initiative to overcome obstacles and deliver results.

Join us to help reshape the chemical industry with transformative digital solutions.

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