Sr Customer Success Manager

POSITION OVERVIEW 

The Senior Customer Success Manager (CSM) sits within the Client Experience organization at e2open. The role is primarily responsible for an assigned segment of e2open’s most strategic and highest revenue generating accounts along with large accounts with significant upsell opportunity to ensure overall health and to ensure customers see value in their solution(s). The CSM works closely with Business Unit Presidents, internal stakeholders and partners with Technical Account Managers, Enterprise Service Engineers, Customer Support teams, Sales and Professional Services to provide a seamless, exceptional experience for the customers that they are assigned. In this strategic role, the CSM interacts with senior leaders within e2open and the Customer account. This is a position for a seasoned Customer Success Manager who will have significant impact on customer retention, loyalty, and growth.  

RESPONSIBILITIES: 

• Oversee overall service health for assigned customer accounts and act as a strategic advisor and consultative partner in a senior capacity withing the highest levels of the customers’ organizations 

• Be an “executive” presence while interacting with senior leaders both internally and externally 

• Understand how e2open solutions are deployed at each assigned account and the customer use case 

• Have industry knowledge and be able to articulate value, ROI, and customer key measures of success 

• Possess good working knowledge of primary product suite(s), for example Logistics, Global Trade Management, Supply etc. 

• Leverage key data sets, reports, and dashboards to understand customer trends, visualize risk, and partner with internal stakeholders to mitigate 

• Drive adoption for continued value realization and monitor usage trends  

• Review customer accounts and understand the potential negative impacts of downtime/bugs/slowness may have to their business process and bottom line for the assigned customer base 

• Advocate internally on behalf of the customer, ensuring e2open is easy for them to do business with  

• Continually and proactively share best practices and thought leadership  

• Manage customer expectations and minimize misalignment – be able to navigate tense and challenging customer situations through exceptional escalation and issue management 

• Takes a proactive approach to establishing and nurturing the customer relationships  

• Identify upsell and cross sell opportunities and partners closely with Account Support Director 

• Ensure assigned customers are happy and “referenceable” accounts willing to speak on our behalf 

QUALIFICATIONS AND EXPERIENCE: 

• University diploma. Post-graduate diploma preferred. Education background in Science/Information Technology or equivalent and/or supply chain management experience preferred 

• 8-10+ years of direct customer-facing working experience in a customer success role with major accounts 

• Excellent written and verbal communication skills, including ability to speak and write fluently in English 

• Experienced presenter in customer meetings with senior leaders 

• Can-do spirit and problem solver  

• Excellent time management and organizational skills 

• Ability to use data, metrics and analytics to assess progress and drive results 

• Rigorous attention to detail  

• Exceptional relationship builder  

• Strategic thinker 

• Ability to work in a team environment 

• Comfortable working under deadlines and managing multiple priority customer cases 

• Comfortable with risk mitigation and managing “hot” customers  

• Comfortable interfacing with customers and senior colleagues within e2open 

• Working knowledge of Microsoft Office suite of tools – Excel, World, Outlook 

• Some experience with Salesforce.com or equivalent CRM software 

PHYSICAL REQUIREMENTS:  

• General office environment and responsibilities requiring: 

• Extensive use of the computer which involves viewing a monitor and keyboarding for most of the workday 

• Placing and receiving phone calls