Customer Success Manager (Remote, EST preferred)

JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes. The Customer Success Manager (CSM) is responsible for fostering customer relationships, defining success plans, assessing value, maximizing solution adoption, and contributing to customer retention and growth.

Responsibilities:

• Foster Customer Relationships
• Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging the solution to achieve full business value
• Establish periodic touchpoints to ensure customers are informed, engaged, and solicit general feedback
• Address customer inquiries, manage obstacles, and identify ways to drive additional value for customers. Ensure Customer requests are escalated to the relevant teams
• Define Success
• Gain knowledge of the customer's business goals to ensure alignment with product and feature recommendations
• Develop a Success Plan aligned with the customer's business objectives
• Set adoption targets
• Assess Value
• Proactively analyse usage, adoption and value KPIs using standard/custom dashboards and reports
• Create and present Performance Reviews to customers
• Maximize Solution Adoption
• Advise on solution optimization to meet business objectives
• Provide insights on benchmarks and best practices
• Engage customers and provide consultative guidance following software releases
• Continuously grow and maintain your solution expertise
• Contribute to Customer Retention and Growth
• Actively work to ensure customer retention
• Proactively identify areas of growth

Requirements:

• Bachelor's degree or equivalent experience with proven skills in Customer Success, Account Management, or Project Management, required to create, maintain, and enhance customer relationships
• SaaS competencies, including a general understanding of software, hardware, networks, etc
• Proven strong consulting skills
• Ability to work independently, taking initiative to follow through and take ownership of all aspects of client management, including reporting, managing client expectations, and driving tasks and issues to resolution
• Capable in business process orientation and hands-on client relationship management and services
• Highly motivated, action- and goal-oriented, persistent, with strong interpersonal, consultative, multi-tasking, and problem-solving skills
• Strong communication skills, with the ability to create and present client communication and analysis in all formats: verbal, presentation, email, and written documents
• Develop and maintain expertise in JAGGAER's software solutions, methodologies, and core technologies, especially the assigned platform
• Ability to lead projects and initiatives for several team members successfully