Senior Customer Success Manager

We create possibilities that move life and commerce forward

The Customer Success Manager role is based on the Support Program Manager Role with expanded areas of responsibility. The Customer Success Manager has primary responsibility for the overall success of the post-implementation support and service of customers in CSO. Success metrics include customer operational KPIs, customer’s willingness to provide references, effective and efficient use of internal resources, and ensuring consistent, high-quality support and service is provided by all members of the Manhattan support team(s). The Customer Success manager must provide leadership and direction to ensure customer is obtaining maximum business benefit from the Manhattan products purchased. The Customer Success Manager is expected to establish relationships and credibility within the customers IT as well as Operational teams.

Principal Duties and Responsibilities

• Customers primary advocate representative during internal calls. Orchestrate the balance between customer needs and Manhattan’s fiscal responsibilities.
• Develops and maintains relationships with Senior customer contacts at the corporate and site level. 
• Participate in the execution and completion of information technology solutions projects and assume responsibility for overall success of post-implementation support and service of customers in CSO. 
• Have working knowledge of budgets, labor planning/resourcing, and coordination of activities between client and company personnel.
• Maintain ongoing open communication with key customer contacts to ensure they are satisfied with the support and operational improvements services being delivered.
• Compile and report out on ROI of completed Operational Improvement Projects.

Minimum Requirements

• Four-year bachelor’s or foreign equivalent degree in computer science, engineering, business, or related field
• 2 years of experience developing, supporting, or implementing application software
• 1 year of experience with database troubleshooting or developing in SQL or related relational database
• Requires up to 50% travel

Preferred Skills

• Strong written and oral communication skills; ability to communicate with internal and external C-level Executives
• Skilled at analytical, problem solving
• Has ability to influence / control dynamic situations
• Strong focus on leadership, processes, client management and client satisfaction
• Basic knowledge of operational flow of a DC

Committed to diversity and inclusion

At Manhattan, it’s about more than just the work. From cultural celebrations to interest groups to volunteer

opportunities, your true self is always welcome here. Our team members’ backgrounds, experiences and

perspectives add to us as a whole and make us unique.

We are proudly an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for

employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin,

disability, or status as a veteran. In the United States, Manhattan Associates participates in the Employment

Eligibility Verification Program (E-Verify) operated by the Department of Homeland Security in partnership with the

Social Security Administration. Participation in the E-Verify Program allows Manhattan to confirm the employment

eligibility of all newly hired employees after the Employment Eligibility Verification Form (Form I-9) has been

completed.