Client Success Manager
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Job Description
Client Success Manager ensuring client satisfaction and engagement in a global digital supply chain role. Driving customer loyalty and operational feedback at Elemica to enhance supply chain solutions.
Responsibilities:
- Measure, analyze, and increase customer health and value indicators such as utilization/consumption rates (leading and KPI)
- Execute on Value Realization Plans and ensure Elemica clients achieve their value expectations within the agreed upon timeline
- Monitor client satisfaction and proactively take action to maintain high levels of satisfaction
- Identify and refer cross-sell and up-sell opportunities
- Ensure that Elemica retains clients at industry leading rates
- Provide operational feedback loop to ensure that the organization understands how to change to increase retention
- Develop uniquely strong customer loyalty; low-to-no customer attrition
- Generate repeat business more than peers; maintain a book of business that has high customer satisfaction/NPS scores relative to peers
- Partner with Success & Sales to position clients for success, deliver presentations, engage executives, and assist with escalations
- Drive change with clients; help create urgency to increase customer utilization of the solution
- Proactively demonstrate to the customer the value and benefits of partnering with Elemica
Requirements:
- 5+ years of experience in Customer Success, Account Management, and/or Sales, preferably in a SaaS company
- Demonstrated ability to drive customer adoption
- Demonstrated ability to lead cross-functional initiatives
- Bachelor’s Degree or equivalent work experience required
- Strong written and verbal communication skills
- Collaborative problem solver who takes ownership of issues and drives to resolution
- Knowledge of Logistics/Supply Chain function preferred
- Ability to analyze data and convey actionable insights to executives
- Willing and able to travel up to 30%
- Proven accountability and excellent interpersonal skills
- Excellent problem-solving skills with ability to get to the root cause of internal and external problems
Benefits:
- Competitive compensation packages
- Inclusive parental leave policy that supports all parents and careers
- Personal and pet insurance options
- Flexible time off and paid holidays
- 401k and bonus program
- Wellness and mental health initiatives
- Generous employee referral bonus program
- Fun work environment
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