Customer Success Manager II

| Charlotte, NC
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About AvidXchange

AvidXchange is a leader in automating invoice and payment processes for mid-market businesses. Last year, we processed 53 million transactions across our network of more than 700,000 suppliers, transforming the way 7,000+ customers in North America pay their bills. By trade, we are a technology company, but if you ask anyone that works here, they'll tell you our people are at the core of who we are. We are all entrepreneurs who love to innovate and win with a passion for serving our customers. While we take personal ownership of our everyday work, we recognize that we only win as a team. At AvidXchange, it's not a "me" thing, it's a "we" thing.

Founded in 2000 and headquartered in Charlotte, North Carolina, we have over 1,500 employees working in one of our seven offices or remotely. At AvidXchange, you'll have the opportunity to tackle tough, complex challenges, working side-by-side with amazing talented teammates. And in doing so, our goal is to enable you to discover your maximum potential - while being your unique, authentic self at work. If that sounds like you, come join the team!

Job Overview

The Customer Success Manager is a highly strategic role that is responsible for engaging with our customers and acting as a trusted advisor to a portfolio of customers. In this role you will be tasked with building strong partnerships, driving adoption of our products/solutions and ensuring our customers realize value from their investment. Customer Success Managers focus on helping our Buyer customers achieve their desired outcomes, thereby improving retention and buyer revenue growth across the customer lifecycle.

Job Responsibilities

  • Build and maintain lasting relationships with a set book of business
  • Facilitate business reviews, regular health checks, and other customer touchpoints
  • Monitor and manage customer adoption, retention, and annual recurring revenue
  • Work cross-functionally to manage and drive resolution to customer escalations.
  • Conduct product and process trainings for assigned customers on an as-needed basis.
  • Identify opportunities for product optimization sessions.
  • Represent Customer Success within cross-functional initiatives.
  • Identify and contribute to process improvement initiatives.
  • Be the voice of the customer by facilitating streamlined communication to customers, communicate cross-customer trends in experience, amplify customer escalations across teams internally, and collaborate with cross-functional teams to improve the overall customer experience.
  • Create customer success plans for new and existing buyers to ensure customer satisfaction and retention.
  • Assist in the training and development of new teammates.
  • Scope opportunities with assigned customers and pass those opportunities to the Strategic Sales team.



Required Experience, Qualifications, and Skills

  • Minimum 3 years customer management experience preferably in Software as a Service Solution, Cloud and Subscription based products
  • Prior experience successfully working cross-functionally to achieve shared goals
  • Proven track record of successfully prioritizing tasks in a fast-paced environment
  • Strong Excel and Microsoft Suite experience
  • Strong written and verbal consultative communication skills
  • Experience in successfully managing complex projects
  • Comfortable and proficient with managing conflict and working with diverse populations
  • Documented experience assisting or facilitating teammate development.



Preferred Experience, Qualifications, and Skills

  • Typically requires a University Degree or equivalent experience and minimum of 3 years of prior relevant experience.
  • Software as a Service (Saas) Customer Success experience
  • Experience in successfully managing complex projects
  • Experience managing customer implementations
  • Accounts payable experience
  • Accounting system software experience
  • Strong organization and time management skills
  • Passionate about working with customers
  • Strong consulting skills and proven results working as a trusted advisor to drive business value for clients or stakeholders
  • Self-motivated, team-oriented, very responsible, and focused on exceeding client expectations
  • The ability to perform comfortably in a high-intensity deadline-oriented work environment is a must-have



Additional Information

  • Depending on Customer Success Touch Model, up to 30% travel may be required



Equal Employment Opportunity Statement

AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state and local laws. AvidXchange will not discriminate against applicants for employment on any legally recognized basis. This includes, but is not limited to: veteran status, race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age and physical or mental disability.

Other details

  • Job Family Customer Service and Operations
  • Job Function Customer Relationship Management
  • Pay Type Salary
  • Employment Indicator Professional


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More Information on AvidXchange
AvidXchange operates in the Software industry. The company is located in Charlotte, NC, Somerset, NJ, Pembroke, MA, Houston, TX, Columbus, MS, Birmingham, AL and Sandy, UT. AvidXchange was founded in 2000. It has 1300 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability insurance, Dental insurance, Vision insurance, Health insurance and Life insurance. To see all 13 open jobs at AvidXchange, click here.
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