[Hiring] Customer Success Manager @Jaggaer

Role Description

The Customer Success Manager (CSM) is a highly visible, customer-facing role within JAGGAER’s Customer Operations group, supporting key strategic customers as a leading subject matter expert on JAGGAER products.

• 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 analyze 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.

Qualifications

• Bachelor’s degree or equivalent experience with proven skills in Customer Success, Account Management, or Project Management.
• 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.
• 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.

Requirements

• 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.

Benefits

• Exceptional medical, dental & vision plans.
• Adoption assistance.
• Wellness reimbursements.
• Generous parental leave.
• 401(k) matching.
• Flexible work options.
• Unlimited vacation for exempt employees.
• And more!