Customer Success Manager (UK)

Corcentric, a leading provider of cloud-based finance and procurement solutions, seeks a Customer Success Manager (CSM) to serve as an operations and program specialist for our customers. The right candidate will support ongoing success with our managed service solutions across buyer and supplier communities, engender relationship confidence as our organization delivers on our commitment, and ensure longstanding health across their respective customer portfolio.

We are currently hiring out of our London office.

This role may be eligible for voluntary, hybrid work-from-home consideration. In order to be considered for this position, you should live within a commutable distance to our London office, even if you plan to request a part-time work-from-home arrangement, as there may be times when in-person meetings, training sessions, social events, or similar activities are held onsite.

The Customer Success Manager is a critical role within the Customer Journey Experience team, collaborating Customer Program Managers and other Managed Services Team stakeholders to advocate fiercely and relentlessly for what is best for the customer and Corcentric. This key position reports to the Head of Global Order-to-Cash Success within our Global Customer Success organization. We’re a dedicated, down-to-earth group in a growing organization offering plenty of opportunity. We look forward to adding you into the mix! 

As a Customer Success Manager, you will:

• Serve as primary contact for all Managed Accounts Receivable (AR) client sponsor post-sales activities with a focus on understanding overall client needs, building strong relationships, reinforcing ROI for the solution, developing, and delivering value-add initiatives for today and the future for a portfolio of clients.
• Identify customer-desired business outcomes and relevant metrics, establishing long-term success roadmaps for each customer with regular checkpoints to ensure milestones are achieved.
• Create strategic plans to cultivate and deepen executive relationships, enhancing our engagement with key decision-makers.
• Engage in strategic dialogue with key client contacts at all levels to provide business insight and support, aligning with business objectives and implementing plans to achieve desired outcomes.
• Monitor customer health indicators and sentiment trends and take swift action when necessary to restore customer confidence.
• Develop and see-through action plans and initiatives, based on outcomes from business reviews or touchpoints
• Promptly inform management and relevant teams of account risks, health concerns, and issues affecting customer satisfaction or potential churn.
• Conduct routine business reviews with customer executives to assess achievements and challenges and reinforce business value.
• Develop and maintain playbook documentation for client-specific actions and utilize KPI measurements to help adjust activities and recommendations over time
• Identify and track KPIs aligned with client objectives, collaborate on planning initiatives, and implement necessary process, policy, and product changes to achieve objectives.
• Identify areas for growth or additional revenue generation, including upsells, cross-sells, or improved adoption
• Maintain open communication with the Customer Program Manager (CPM) and the Managed Services Team to ensure a unified approach to account management and progress of key objectives.
• Spearhead initiatives to drive customer advocacy, employing strategies to enhance customer loyalty and transform them into enthusiastic references for our products or services.
• Shadow and contribute expertise for projects affecting programs within portfolio, as required
• Collaborate with Product and Development to communicate client requirements for meaningful product enhancements.
• Collaborate with the Sales team on legal aspects, as well as the management and staging of renewals, statements of work, project change requests, and contract amendments.

Requirements

You’ll need to have:

• Bachelor’s degree in business or relevant field or comparable work experience
• 3+ years of experience in a Customer Success Management or Account Management role
• 4+ years of experience in a SaaS environment
• Exceptional collaboration and interpersonal skills, with demonstrated ability to build relationships at all levels of the organization
• The ability to be highly organized and efficient, operating strategically and tactically
• Strong technical problem-solving abilities
• Demonstrated communication skills, with the ability to communicate technical or complex ideas effectively
• Proficiency in MS Excel to analyze and chart data
• Experience in preparing and delivering customer presentation decks in MS PowerPoint
• Influencing and negotiation skills
• Team player-mindset with a positive attitude
• Accountability, with a record of consistently meeting commitments
• Ability to travel up to 15%

(We want to make sure you’re set up to succeed, and we view these as the critical skills you’ll need to achieve great things at Corcentric!)

It’s great if you also have:

• Accounting and/or Accounts Receivable (AR) domain expertise
• Managed services experience

(Psst…Don’t worry if you don’t check all these boxes… we view this as helpful experience that can shorten ramp-up time!)

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