19 days old

Customer Success Manager (Remote)

Jaggaer, LLC
Morrisville, NC 27560 Work Remotely
  • Job Code
    3379
Customer Success Manager (Remote)

Location US-NC-Morrisville

Job ID 2021-3379 Category Customer Support Type Regular Full-Time

Overview

Why Consider JAGGAER?

JAGGAERis the world's leading provider of comprehensive source-to-pay solutions. Some of the largest commercial, manufacturing and life sciences companies and government organizations in the world trust JAGGAER with billions of dollars of annual spend. JAGGAER eProcurement and strategic sourcing customers across the globe have gained access to the best suppliers, with the best terms, on our scalable, customizable, user-friendly platform. Our SaaS-based, source-to-settle solution provides unparalleled visibility, insights and recommendations to procurement leaders and suppliers. The result is a fluid supply chain driven by powerful spend analysis, comprehensive contract management and efficient accounts payable solutions.

What Were Looking For:

JAGGAERs Customer Success Program is in place to ensure our customers are achieving their desired outcomes (value realization) with the use of our solutions. When customers are successful JAGGAER benefits through increased customer retention (i.e. reduced churn), solution expansion, and positive references. The Customer Success Manager (CSM) is a highly visible, customer facing role within JAGGAERs Customer Engagement group. As a CSM, you proactively engage with a portfolio of high-touch, strategically important customers and leverage your ability to develop customer relationships to promote solution value and customer retention. Additionally, you assist customers to identify and report measurable value and to recommend ways to achieve that value via the solutions JAGGAER offers.

The ideal candidate utilizes a consultative approach and enjoys achieving results to complex business challenges.

Principal Responsibilities

Awesome things you will do:

  • 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.
  • Gain knowledge of customer business goals to ensure alignment with product and feature recommendations.
  • Create reports, analyze data, and provide suggestions based on findings.
  • Create and present operational Business Reviews to customer stakeholders.
  • Proactively engage customers to review solution-relevant themes and provide consultative guidance following scheduled software releases.
  • Develop Value Achievement Plans to drive usage and positive outcomes.
  • Align with sales resources to identify opportunities for growth and expansion.
  • Address customer inquiries, manage obstacles, and identify ways to drive additional value for customers.
  • Maintain customer health records to drive account management decisions.
  • Establish periodic touchpoints to ensure customers are informed, remain engaged, and solicit general feedback.
  • Develop campaigns to educate and inform customers about important features, tips, and best practices.

Success in this Position:

Some keys to measuring your success as a Customer Success Manager at JAGGAER:

  • Consistent high customer health ratings for your portfolio of customers
  • Customers consider you a trusted advisor with both product and business acumen
  • You have created a brand that puts you in demand for assignment of new customers
  • Other CSM Team members consider you a collaborative member of the Team
  • You deliver innovation on how to make our customers successful

Position Requirements

What you will bring :

  • Bachelor's degree or equivalent with proven Customer Success, Account Management or Project Management skills required to create, maintain and enhance customer relationships.
  • Experience developing reports and analyzing data.
  • Proven strong consulting skills required.
  • SaaS competencies (general understanding of software, hardware, networks, etc.)
  • Ability to work independently taking initiative to follow through and take ownership of all aspects of client management including: reporting, managing client expectations, as well as driving tasks and issues to resolution.
  • Capable in the areas of business process orientation, hands-on client relationship and client services.
  • Motivated, action & goal oriented, persistent, interpersonal, consultative, multi-tasking and problem-solving skills.
  • Strong communication skills, ability to create and present client communication and analysis in all formats: verbal, presentation, email, written documents.
  • Develop and maintain proficiency in JAGGAER's software solutions, solution methodologies, and core technologies

About Our Benefits

JAGGAER offers you a flexible schedule & an exceptional work/life balance. We offer a generous benefits package including employee and family health, dental and vision coverage, reimbursement accounts for eligible medical expenses; company-paid life insurance, AD&D, short-term and long-term disability benefits; retirement plan with company match and plentiful paid time off benefits. Additional benefits include educationand well-being reimbursements.

JAGGAER offers equal employment opportunities without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, veteran or military status and other protected class characteristics.

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Posted: 2021-10-08 Expires: 2021-11-06
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Customer Success Manager (Remote)

Jaggaer, LLC
Morrisville, NC 27560

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