Customer Success Manager

1 month ago

London, United Kingdom Ivalua Full time

CUSTOMER SUCCESS MANAGER UK (M/F)

Ivalua is a leading provider of cloud-based procurement solutions globally.

THE OPPORTUNITY

As a Customer Success Manager, you’ll play a critical role in ensuring that our customers are successful and getting value out of the Ivalua platform. You’ll manage a portfolio of customers as their solutions are implemented and rolled out. In this role, you’ll be responsible for increasing user adoption, measuring success and addressing roadblocks if they come up. Being a people person is a necessity for this position. You’ll often find yourself traversing between business and technology topics.

WHAT YOU WILL DO WITH US

  • Build and strengthen client relationships by developing success plans and executing those plans in a timely and organized manner.
  • Track KPIs for clients assigned to ensure full knowledge of your customers and be proactive on addressing any adoption issues identified through these KPIs. Ensure smooth, on-time, enlarged Renewals with Upsell. Reduce churn to the minimum.
  • Determine, qualify, and co-realize Upsell on the assigned accounts with Sales.
  • Proactive and regular monitoring of the relationship between Ivalua and its customers, inorder to anticipate and deal with any reason for dissatisfaction and to pilot an improvement action plan.
  • Manage client expectations and desired outcomes using strong leadership, project management, presentation skills, and business acumen.
  • The primary point of escalation for account issues, following through on resolution by Partners, Professional Services, Sales, and/or Maintenance teams
  • Act as the Ivalua client advocate for assigned book of clients, ensuring key decision-makers understand the value of Ivalua.
  • Proactively help the client meet their business objectives by becoming a true partner who can help educate and guide the client through business transformations and ensure the clients receive the value they are expecting
  • Coordinate and manage regularly scheduled meetings with clients to ensure day-to-day operations run as expected and that special projects and product implementations run smoothly.
  • Report client status to all levels of the organization using both qualitative and quantitative measures.
  • Demonstrate the best-practices solution to make the case for an expansion of modules licensed and to show opportunities for improvement
  • Capture, coordinate, and track client feature requests with the Product Team

YOUR PROFILE

If you have the below experience and strengths this role could be for you

Skills and Experience

  • Experience of 10+ years in a similar position, ideally at a SaaS company or in the software industry
  • Excellent understanding of the customers business or industry, its services
  • Effective communication, negotiation, and interpersonal skills
  • Exceptional attention to details, talents for accuracy and precision
  • Have a calm manner and be able to work under pressure to cope with rapidly change demands and priorities
  • Your personality will make the difference: commitment, involvement, autonomy, strength of proposal, organizational capacity, analytical and synthesis spirit
  • Very organized and rigorous, you are anxious to keep the commitments that you have agreed with the customers, and to inform them regularly of the progress of their requests when it is necessary.
  • Ability to drive continuous improvement of Client Services across the company by helping to create a culture focused on customer success (Marketing, Product, Sales, Finance, Executive)
  • Functional expertise in at least one of the following areas: Procurement, Sourcing, Supplier Risk, or Accounts Payables

Soft Skills:

  • Fluent in English
  • People Person and Relationship Builder
  • Master Communicator
  • Problem-Solver
  • Excellent negotiating skills
  • Person of High Integrity

Preferred Education: Business School or Computer Science.

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