Customer Success Manager
Toronto, Canada - Canada
6d ago

This is an exciting opportunity to develop a new generation of Procurement technology!

A Magic Quadrant leader, Ivalua’s solutions work in a complex global economy. Our innovative Procure-to-Pay solutions include automating customized workflows to 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.

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

  • Build and strengthen client relationships by developing success plans and executing on those plans in a timely and organized manner.
  • Identify upsell opportunities and work with the sales team to see them through the sales cycle
  • Manage client expectations and desired outcomes using strong leadership, project management, presentation skills and business acumen.
  • 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.
  • Create and manage client reference-ability plans for assigned book of clients.
  • 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 expansion of modules licensed and to show opportunities for improvement
  • Capture, coordinate, and track client feature requests with the Product Team
  • Skills You Need to Succeed

  • Ability to create business development opportunities with key sponsors in the install base
  • Ability to preparing and delivering 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)
  • Functional expertise in at least one of the following areas : Procurement, Sourcing, Supplier Risk, or Accounts Payables
  • Experienced in motivating customers to adopt new features or services
  • Ability to travel up to 30% of the time
  • Preferred Education / Experience

  • Minimum Bachelor’s degree
  • You have 3+ years of relevant work experience in B2B SaaS customer success, account management, or a strategic consulting organization
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