Corcentric, a leading provider of cloud-based finance and procurement solutions, seeks a Senior Customer Success Manager (CSM) to serve as the trusted advisor to our customers. The right candidate will ensure ongoing success with our platform-based solutions, maximize our customers’ return on investment, and facilitate strong customer retention and growth across our portfolio of products.

Corcentric Customer Success is a team of fierce customer advocates relentlessly committed to doing what is best for the customer and Corcentric. We view Customer Success as an esteemed profession and a critical component to Corcentric’s ongoing success. We leverage best industry practices and skill development to help team members focus on customer outcomes, deliver beyond customer expectations, and grow through each experience. We respect the diversity of thought and encourage teaming and collaboration always. Corcentric Customer Success is a fast-paced environment with high expectations for quality delivery and accountability. If you are passionate about creating satisfying customer experiences and want to do it for a company with a bright future, join us at Corcentric Customer Success.

Duties and Responsibilities

Serve as client executive advocate by coordinating distributed internal functions and resources to reach client goals and solve complex customer issues
Function as primary point of contact for all post-sales activities, including but not limited to customer onboarding, consultative guidance, change management, product training, technical support, and assigned account management activities
Cultivate customer executive relationships to reinforce the strategic positioning of solutions
Structure content and conduct regular business reviews with customer executives to review accomplishments, challenges, and reinforce business value
Establish long-term success roadmaps for each customer with frequent checkpoints to ensure milestones are being attained
Monitor customer health indicators and sentiment trends and take swift action when necessary to restore customer confidence
Understand a diverse customers portfolio and strengthen relationships through support, training, and strategic dialogue with key users and contacts
Earn the right to become a trusted advisor to customers, delivering best practices and value-added guidance with an empathetic ear
Coordinate with the product, delivery, and support teams to meet customer needs related to product enhancements and change requests
Actively monitor and promote customer product adoption and usage
Promote, communicate, and train customer on new functionality and system upgrades
Identify opportunities to increase the Corcentric product and solution footprint
Act as the internal customer advocate to ensure customer needs and requests are met
Proactively identify issues and potential concerns in the customer relationship and work to rectify these with internal resources as needed
Represent the voice of the customer and work closely with the product team for new product enhancements and feature requests
Proactively identify critical success factors and areas of business process improvement designed to enhance the overall customer experience

Bachelor’s degree in business or relevant field
7+ years of experience in a customer success or account management role
4+ years of experience in a SaaS environment
2+ years of procure-to-pay or source-to-pay domain expertise
Exceptional collaboration and interpersonal skills, with demonstrated ability to build relationships at all levels of the organization
Highly organized and efficient, with a proven ability to think both strategically and tactically
Strong technical problem-solving abilities
Demonstrated communication and presentation skills
Highly proficient in using MS Excel to analyze and chart data
Experienced in preparing and effectively delivering customer presentation decks in MS PowerPoint
Influencing and negotiation skills
Team player with a positive attitude and a record of consistently meeting commitments
Ability to travel up to 15%

About Us

Corcentric is a global provider of business spend management and revenue management software and services for mid-market and Fortune 1000 businesses. Corcentric delivers software, advisory services, and payments focused on reducing costs, optimizing working capital, and unlocking revenue.

We achieve success by exemplifying our core values in the way we work, communicate, and collaborate:

Do the Right Thing
Embrace + Drive Change
Be Empowered
Be Relentlessly Focused on the Custom

Corcentric

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