Customer Success Manager

Billtrust is a B2B order-to-cash software and digital payments market leader, helping brands improve customer satisfaction and accelerate cash flow. The Customer Success Manager will engage strategic customers, build relationships, drive customer satisfaction, and ensure successful adoption of the Billtrust platform.

Responsibilities:

• Work directly with a portfolio of customers to define success and drive adoption and value
• Help our customers identify, frame and realize value out of using Billtrust
• Develop a deep understanding of customer needs, use cases, and objectives to ensure that the Billtrust platform is properly leveraged to achieve them
• Assist customers in driving user adoption and change management within their organization
• Build and maintain strong relationships with all key customer stakeholders
• Monitor and report on the overall well-being of customers, tracking key health and usage indicators
• Serve as a point of escalation for key customer issues and ensure swift resolution
• Drive customer advocacy through case studies and references
• Ensure high customer satisfaction and retention
• Evangelize the capabilities of the Billtrust platform, identifying opportunities for further growth within customers while working collaboratively with the account team to position upsells
• Work with the services teams to facilitate the onboarding of new customers

Requirements:

• Experience working with C-Level executives in supporting and providing them advice and presenting analysis to sustain your advice
• 3+ years' experience in management consulting and/or value selling (could have been working in internal strategy/consulting departments)
• Understanding of key Financial Services and technology trends
• Understanding and hands on experience working in large/complex opportunities or working at/with large and complex companies (where it was required to manage multiple agendas and stakeholders)
• Ability to understand complex scenarios and business operations using limited information and able to extrapolate recommendations on path forward and key set of initiatives for executives to consider
• It is critical to be proactive and have a collaborative attitude
• We work in a fast pace and dynamic environment, so you need to make things happen
• Able to influence and drive others when working in a virtual team environment
• Preferably: experience working in roles that had a strong technology component (that at least required an understanding of the impact technology can have)