Supply chains are the driving operations of our world. Everything we touch was thoughtfully designed, manufactured, and delivered. But supply chains often do not get the same appreciation and focused attention in technology offerings. It can be difficult to create thoughtful software that helps drive the seamless coordination and efficiency of supply chains. But when done right and capitalized on, the implications for impacting organizations up and down a supply chain can be enormousand the world at large. This is the challenge and opportunity for an experienced, driven Customer Success Manager (CSM) at Verusentrusted advisor of our customers.
We are looking for a CSM who is not just willing butwanting to roll up the sleeves to help us build a world-class SaaS offering for the world's most complex supply chains. Our ideal team member will help lead customers post-implementation to achieve long-term, sustainable success with Verusen. The CSM will help drive value for our customer stakeholders understanding the personas and value available to each. The Customer Success Manager will help be accountable for a book of enterprise clientseach of which can have 100+ platform users. The CSM will use select SaaS tools to help monitor and manage customer engagements and prime customers for renewals. Key metrics will be based on renewals, retention (/ churn), CSAT, support needs, and future upsell / cross-sell opportunities.
The CSM will also help align our product strategy, engineering efforts, and go-to-market initiatives.
Our Customer Success Manager needs to be passionate about understanding customers and finding solutions to real customer problemsget down to the why. Customer empathy is paramount. Our team, customers, investors, and partners have a high bar for strong ROI and speed to value, the ideal candidate will be a tactical Customer Success Manager who excels at continuous discovery and agile delivery.Responsibilities
Drive customer retention through renewals, and help execute upsell and cross-sell opportunities
Gain a deep understanding of customer needs and help customers achieve success with the Verusen platform and knowledge base
Guide new customers with our Engagement Architect on onboarding and training initiatives
Work with the many levels of stakeholders of our customers from central executive leadership to field-level managers
Craft and prioritize initiatives for the customer journey that facilitates long-term value for each customer
Help drive new product capability rollouts including documentation and training, as needed
Coordinate periodic business and partnership reviews to ensure alignment of customer and Verusen company goals
Work closely with the Solutions Architect for seamless account transitions from limited subscriptions to long-term subscriptions
Provide Level 1 support, and triage for Level 2 / 3 technical support
Manage and create initiatives to improve the customer experience
Disseminate relevant industry best practices (on top of Verusen best practices) to help customersbe a trusted partner
Be the Verusen liaison for customers, and be the customer liaison for Verusen
Organize and execute customer success practices that enable customers to maximize long-term value including, but not limited to: weekly / monthly status reports, quarterly business reviews, product demos and training, etc.
- 3-5 years of experience as an enterprise Software-as-a-Service (SaaS) customer success or customer support professional is a MUST
- Knowledge of and experience in Supply Chain or Inventory Management is a MUST
Experience with SAP or competitive enterprise asset management software is preferred
Ability to manage expectations with customers with a relatively young product offering
Understanding and experience of building artificial intelligent-offerings are desirable
Strong technical analysis of data with SQL is desirable to help support and troubleshoot with customers
Excellent verbal and written communication skills. Must be able to clearly articulate and present product concepts, strategy, and vision to internal and external teams
Ability to manage a project including timeline and resource management
Experience working in an Agile environment using tools such as Jira is a plus
Ability to adapt to fast-moving and changing environment as the team and our product grows
Additional InformationWhat we offer
A unique team member role to building an early-stage startup straddling agile SaaS technology and major organization supply chains
Learning from the best - passionate co-workers and a hands-on and engaged leadership team
Great colleagues and a social working environment in Midtown Atlanta; though, flexible office policy through 2020 and foreseeable 2021
A competitive salary, equity and variable compensation model
Health / dental / vision coverage
Work that matters
Access to Verusen’s #hungry Slack channel ?