About The Role
As the Customer Success Manager, you will be responsible for establishing a strategic advisor relationship with your key customer accounts, based on deep knowledge and trust. In addition to driving the strategic account success plan, you will establish the operational relationship with the customer by coordinating cross departmental responses and support in order to drive customer satisfaction once live on Tradeshift platform/s. You will be the central asset within Tradeshift for the overall knowledge of the Customer, its business processes and the usage and expansion of Tradeshift products and services. This person can be located anywhere in Europe.
What You’ll Be Doing
- Provide relationship management primarily from GoLive and collaborate with all responsible resources (internal and external) to deliver and meet contractual commitments.
- Drive customer value realization, identifying opportunities for expansion and/or increased use of network and products within customer environment
- Maximize renewal percentage and minimize churn, working across departments to ensure customer satisfaction with solution and increase NPS
- Increase customer net retention revenue across account base
- Ensure & monitor client service deliverables to attain contractual service levels and compliance
- Increase customer satisfaction to ensure a smooth support flow and enable customer’s trust in Tradeshift products and services
- Manage customer escalations, ensure timely resolution and share the voice of the customer to other stakeholders
- Drive, follow up and finalize continual functional improvements in processes, reporting, and procedures in support of our customers. Partner with other departments when needed
- Remain actively involved and informed during projects (for new customers as well as existing customers when expanding geographically to other countries, supporting technically with new applications or contractually when adding options).
Qualifications
Let’s Connect If You…
- 10+ years experience in Customer Success Management and/or Professional Services
- Experience working in enterprise software ecosystem
- Proven track record of high customer renewal rates and maximization of NPS scores, ability to upsell
- Excellent communication, presentation and highly refined interpersonal skills
- Driven to make customers successful, regardless of challenges or obstacles
- Skilled at helping customers adopt best practices and standardization
- Strong prioritization and collaboration skills
- Understands business processes and the interaction with IT systems
- Procure-to-Pay business process experience
- High energy; thrives in complex, challenging and sometimes stressful situations
- Bachelor's degree in Business, Technology or Computer Science and/or related field
Additional Information
We value diversity at our company. Tradeshift prohibits unlawful discrimination based on race, color, religious or religious creed, sex, sexual orientation, gender, age, marital status, veteran status, disability status or any other consideration made unlawful by applicable federal, state, or local laws. All your information will be kept confidential according to GDPR guidelines.
