Senior Customer Success Manager

Are you ready to unlock your true potential? Join a growing and global company where you can be part of a team that fuels supply chain solutions. Discover how you can make a big impact.

TrueCommerce is seeking customer-centric talent for our Sr. Customer Success Manager role to focus on retention and engagement of our key ecUtopia customers. The Sr. Customer Success Manager regularly engages with clients to understand their business priorities, educate, quarterback issues and problems, and identify actions that drive high value and client retention.

The Sr. Customer Success Manager has high initiative, fosters teamwork, is calm under pressure and has the aptitude to work in a high-volume environment. Successful Customer Success Managers are customer advocates who enjoy helping people, have excellent time management and prioritization skills, and are natural problem solvers. This person should be very technically minded; able to pick-up and learn new solutions, and foster solution adoption. This role will be focused on Tier 1 and Tier 2 ecUtopia customers.

The Sr. Customer Success Manager will be measured by key performance indicators (KPIs) including Churn%, CSAT, NPS, Upsell Referrals, and others as deemed appropriate.

This role will be hybrid if near Columbus, OH or Pittsburgh, PA or otherwise considered a remote opportunity if not within that specific area.

As a Sr. Customer Success Manager, you will:

• Own the overall relationship with assigned customers which includes: increasing adoption, ensuring retention, and delivering satisfaction

• Serve as part of a team of CSMs which serve as the internal voice of the customer and advocate for your client's needs (services, support, product management, executive alignment)

• Ability to gain an in-depth knowledge of our solution and how customers utilize our applications/solutions-resource should thoroughly understand how the product and tools integrate with various platforms.

• Understands our integrations and how they work/function and relate to EDI segment and elements; and be able to advise customers accordingly.

• Establish a trusted/strategic advisor relationship with customers and drive continued value of our products and services.

• Work cross-functionally with Customer Support, Implementation, Trading Partner Services, Product Management, and Sales teams to drive outcomes to customer issues.

• Hold calls/video-conferences and create other touchpoints with customers to provide status updates and on key issues, review and triage existing concerns/bugs, discuss scope enhancements, and/or provide product/tool training.

• Influence the renewal and retention and able to suggest additional services or products (upsell) to drive customer satisfaction/success.

• Provides and/or facilitates value-added services (trainings) and tools for assigned customers to drive engagement and retention.

• Provide web-based training to customers on TrueCommerce products as required to drive customer success and improve customer adoption.

• Facilitate webinars on best practices to drive adoption and engagement with TrueCommerce solutions.

• Facilitate and/or coordinate quarterly/bi-annual account reviews and optimizations to improve the customer experience with the TrueCommerce product portfolio.

• Interacts with customers through portal, email, phone/video conference, and/or social media to provide on-going leadership and knowledge surrounding TrueCommerce solution and guidance with customer business challenges or opportunities related to the TrueCommerce solutions

Requirements for Success:

• Bachelor's Degree preferred

• 3+ years professional experience in a B2B software support client facing role; ecUtopia experience or similar is preferred.

• 3+ 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, B2B commerce, or electronic data interchange (EDI) is a desired.

• Ability to learn and grasp technical concepts and thoroughly master technical applications required.

• Strong analytical, troubleshooting, and problem solving skills in order to work through errors and customer requests.

• Must have excellent customer handling and relationship-building skills.

• Strong presentation skills including ability to present to customers during account reviews, trainings, and webinars.

• Strong written and verbal communication skills, including ability to create content for presentations, training and/or webinars.

• Knowledge of ERP systems desired (Microsoft Dynamics, Sage, SAP, NetSuite).

• Strong team player but still a self-starter

• Passionate about customer success and satisfaction, with prior experience in customer success or equivalent history of increasing customer satisfaction, adoption, and retention.

Who is TrueCommerce?

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

For additional information, visit our website.