Senior Customer Success Manager

A "Magic Quadrant" leader, Ivalua's solutions work in a complex global economy. Our innovative Source-to-Pay solutions include automating customized workflows to source, contract, request, procure, receive, and pay for goods and services across the enterprise, refining the procurement lifecycle while reducing cost and risk of spending on indirect goods, direct goods and services, and improving supplier collaboration.

All companies want the best and brightest. At Ivalua, we also want team members who have a global point of view and who bring customer-focused enthusiasm and ambition to the table. We are a company of doers, of problem solvers, of figure-it-outers. We have fun and we work hard. This is a truly global company with a diverse team of contributors and a set of core values that people can feel every day across all our offices.

Opportunity Statement

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.

Key Responsibilities

• Create and manage client reference-ability plans for assigned book of clients.
• Capture, coordinate, and track client feature requests with the Product Team
• 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.
• Manage client expectations and desired outcomes using strong leadership, project management, presentation skills and business acumen.
• Act as the Ivalua client advocate for assigned book of clients, ensuring key decision makers understand the value of Ivalua.
• Demonstrate the best-practices solution to make the case for expansion of modules licensed and to show opportunities for improvement
• Report client status to all levels of the organization using both qualitative and quantitative measures.
• Track KPIs for clients assigned to ensure full knowledge of your costumers and be proactive on addressing any adoption issues identified through these KPIs.
• Proactively help the client meet their business objectives by becoming a true partner who can help educate, guide the client through business transformations and ensure the clients receive the value they are expecting.
• Identify upsell opportunities and work with the sales team to see them through the sales cycle.
• Build and strengthen client relationships by developing success plans and executing on those plans in a timely and organized manner.

Skills You Need To Succeed

• Ability to identify business development opportunities with key sponsors in the install base
• Functional expertise in at least one of the following areas: Procurement, Sourcing, Supplier Risk, or Accounts Payables
• You will go through Ivalua's certification process to learn the Product.
• Experienced in motivating customers to adopt new features or services
• Ability to prepare and deliver formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health
• 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)
• Ability to travel up to 30% of the time

Preferred Education / Experience

• Minimum Bachelor's degree or
• Strong knowledge in industry vertical procurement (Manufacturing, Automotive, Healthcare, Public Sector) is preferred.
• You have 5+ years of relevant work experience in B2B SaaS customer success, account management, or in a strategic consulting organization, or relevant experience in complex software implementation

Check out our video and find out Who We Are!

Join Ivalua today and procure a great future for your career!

Ivalua's core values include a priority on Care & Grow People. We take matters like pay equity very seriously and strive to reward our employees appropriately and fairly for their talents.

The compensation range for this position is based upon careful and continual market compensation research. In addition to location, compensation may also vary based upon job-related knowledge, skills, and experience.

Title: Senior Customer Success Manager

Base Range minimum: $91,000

Base Range maximum: $169,000

Additional compensation / rewards: Ivalua offers an annual target bonus for this position conditional on individual and company performance. Other compensation factors may also be considered. Ivalua also offers exceptional benefits including medical, dental, vision, retirement (with company match), and much more.