Customer Success Manager Jobs

Supply Wisdom : Customer Success Manager

*Remote Position (US Central or East Coast time zones )

Join a dynamic company that is growing at an explosive rate. Supply Wisdom’s patented solution is transforming the way supply chain, procurement and third-party risk leaders manage risks and operational resilience. Our market leading risk intelligence solution leverages the latest advancements in AI, Machine Learning, and data science to deliver the real-time early-warning risk intelligence that enterprises critically need now to secure their supply chains, prevent disruptions, and ensure operational resiliency. The demand for our solution is stronger than ever, and our team must expand to keep up.

In January 2022, we closed a significant institutional round led by Fulcrum Equity Partners to fund our growth and market expansion into new verticals and new geographies. Join us at this exciting growth stage as stock options may be awarded for this position upon board approval.

Your M ission :

Reporting directly to the Vice President, Customer Success , the US Customer Success Manager will work with the growing number of Supply Wisdom Clients to lead the post sales engagement with our partners and customers . You will act as an advisor for product and strategic decisions; providing thought leadership and meaningful recommendations to ensure customers take full advantage of the SW service portfolio and product capabilities . Our Customer Success team is responsible for the success ful adoption , retention and expansion of all SW products and services .

Your Responsibilities:

• Understan d the customer’s business strategy , risk management posture and apply the SW Customer Success methodology to lead them through all phases of the implementation journey .
• Act as the customer’s primary point of contact and trusted advisor.
• Own and assume ultimate responsibility for the health of the account, including customer renewals, retention, and growth targets.
• Build and drive customer advocacy through strong customer relationships.

• Proactively analyze product usage, feature adoption, and customer behavior to identify opportunities and risks to customer health
• Have a deep understanding of Supply Wisdom’s product capabilities to drive conversations with customers and propose solutions.
• Create and review presentations and reports – both customer facing and internal – to ensure stakeholder alignment.
• Effectively identify and map full end-to-end client engagement and white space.
• Drive product adoption and long-term usage and help customers achieve their objectives .

• The metrics for this role would be based on renewals, nps score and adoption.
• Advocate internally for your customers by collecting and synthesizing product feedback and possible process improvements

You Have :

• A str o n g ba c k g r o u n d i n building and maintaining relationships with key business clients
• 5+ years B2B customer support or account management experience , p r e f e r a bly i n risk management, supply chain or vendor m a n a g e m e n t , Procurement, T echnology/SaaS solutions

• Great problem-solving and analytical abilities
• Excellent organizational and time management skills
• Superb interpersonal, communication, and collaboration skills
• In-depth knowledge of client relationship management strategies
• S tr o n g ne go t ia t ion s ki l ls wi t h a p r obl e m - s olvi n g a tt it u de

• Ha n ds on e xp e r i enc e wi t h C R M s of t w ar e a n d A cc o u n t Ma n ag e m en t s y st e ms
• Good understanding of NPS model and use

Your Key Competencies:

• Developing and implementing client relationship management strategies
• Maintaining assigned key accounts and providing ongoing client support

• Establishing efficient communication channels and liaising between key clients and internal departments
• Handling client queries and finding innovative solutions for complex problems
• Communicating with key clients to monitor client expectations and satisfaction
• Recommending and implementing improvements to the management of key client relationships

Our Commitment to You:

At Supply Wisdom, we have three core values:

We believe our people come first. Empowering our people will enable them to bring tremendous value to our clients. Making the world a better place, not just for us but for those around us, is our way of expressing gratitude and encouraging richer lives.

We offer a competitive salary and generous benefits. In addition, we offer a vibrant work environment, a global team filled with passionate and fun-loving people coming from diverse cultures and backgrounds.

If you are looking to make an impact in delivering market-leading risk management solutions, empowering our clients, and making the world a better place, then Supply Wisdom is the place for you.

You can learn more at supplywisdom.com and on LinkedIn.