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Senior Customer Success Manager

2 months ago

Cranberry Isles, Maine, United States TrueCommerce Full time

About the Role:

We are seeking a highly skilled and customer-centric Senior Customer Success Manager to join our team at TrueCommerce. As a key member of our global supply chain network, you will be responsible for driving customer satisfaction, retention, and adoption of our fully integrated, end-to-end supply chain visibility and management solutions.

Key Responsibilities:

  • Own the overall relationship with assigned customers, increasing adoption, ensuring retention, and delivering satisfaction.
  • Serve as part of a team of CSMs, advocating for customer needs and working cross-functionally with internal teams to drive outcomes.
  • Establish a trusted advisor relationship with customers, driving continued value of our products and services.
  • Hold regular calls and meetings with customers to provide status updates, review and triage concerns, and discuss scope enhancements.
  • Influence renewal and retention, suggesting additional services or products to drive customer satisfaction and success.

Requirements for Success:

  • Bachelor's Degree preferred.
  • + years professional experience in a business-to-business software support client-facing role, with ecUtopia experience or similar preferred.
  • + years experience working in high-stress environments with ability to multi-task and adjust to priorities on-the-fly.
  • Experience with TrueCommerce products/services is desired.
  • Technical integration experience (any platform/industry).
  • Experience with e-commerce, business-to-business commerce, or electronic data interchange (EDI) is a plus.
  • Ability to learn and grasp technical concepts and thoroughly master technical applications required.
  • Strong analytical, troubleshooting, and problem-solving skills.
  • Excellent customer handling and relationship-building skills.
  • Strong presentation and written communication skills.
  • Knowledge of ERP systems (Microsoft Dynamics, Sage, SAP, NetSuite) is a plus.
  • Strong team player with self-starter qualities.
  • Passionate about customer success and satisfaction, with prior experience in customer success or equivalent history of increasing customer satisfaction, adoption, and retention.

About TrueCommerce:

TrueCommerce is a high-performing global supply chain network that provides fully integrated, end-to-end supply chain visibility and management. We empower some of the biggest brands in the world to improve their supply chain performance, including Schneider Electric, DanoneWave, Siemens, Ocean Spray, and many more.