Client Success Manager

About this role

Client Success Manager
We are continually growing and are always interested in connecting with exceptional talent. This posting is intended to help us build a pipeline of qualified candidates for anticipated future openings. While there may not be an immediate vacancy, candidates who align with our needs may be contacted as opportunities arise.

Please note - this position is fully remote in the United States. Candidates in the Eastern and Central Time Zones are preferred. Annual on-target earnings are ~130 - 140K USD (base + bonus).

Interested in a career that bridges the gap between Supply Chain and Technology?

Elemica, a global leader in digital supply chain automation, is seeking experienced Client Success Manager to grow our business and strengthen our partnerships with existing top enterprise clients. This is an opportunity to join a growing company of talented and committed individuals, unified in the common goal of exceeding our client’s expectations.

Our Values
At Elemica, we believe that embodying our values is essential for all team members. These qualities show up in our interactions with each other, our clients, and our collective community:

• Curiosity – we delight in the discovery of new challenges and feel compelled to solve them

• Integrity – We are relatable and trustworthy; steadfast in our commitment to our colleagues, clients, and partners

• Accountability – We show up and deliver measurable, meaningful business value. Consistently.

• Passion – We have a shared enthusiasm for transforming our clients’ supply chain

What’s In It For You?

• Work for the global industry leading digital supply network where the executive team is focused on driving client success

• Join a high-functioning, collaborative team, where you can play an important role in growing the company

• Work with an innovative product that drives significant value for clients

• Apply emerging best practices that will accelerate your career

• Cutting-edge supply chain technology and innovation

• Flexible work locations

• 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

Responsibilities & Objectives
Elemica’s Client Success Managers are integral to our success and serve as trusted, dedicated advisors to our loyal clients, helping them to achieve success.

They will:

• 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

• Identifying and referring 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

What You’ll Do

• Develop uniquely strong customer loyalty; low-to-no customer attrition; customer executive contacts will go to bat for him/her; generate repeat business more than peers; maintain a book of business 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

• Determine root cause of internal and external problems; develop solutions; oversee and help achieve resolution; ensure problems do not re-occur (learning from failure); leverage the management technique of failure-based evidence and apply those lessons

• Maintain deep industry pand customer knowledge; know customer workflows and how they integrate into Elemica tools; solid knowledge of business and ability to proactively keep current on industry trends

• Possess the ability to drive change with clients; create a coalition of both buyer and user personas; help create urgency to increase customer utilization of the solution

• Proactively and consistently demonstrate to the customer the value and benefits of partnering with Elemica, ensuring the relationship is viewed by the customer as indispensable and irreplaceable

• Gain customer loyalty; drive utilization/consumption rates; possess personal connections with accounts; asks for references and approval of case studies; identifies training opportunities and ensures customer is aware of new product features; prevent customer attrition; generate repeat business; expand the breadth and depth of existing pipeline opportunities; learn about our customers’ definition of value, challenges, persona roles, and business partners

• Adopt company policies; utilize CRM system; adhere to opportunity management process; understand customer success and sales methodologies; define and manage handoffs with other Elemica departments and clients; measure process output; provide specific governance and guidance around process adherence; collaborate and align very effectively with leadership in Customer Success, Sales, Consulting, Marketing, Product, and Engineering to ensure cross-functional integration of processes and services; best practices and innovation in demonstrating measurable value, onboarding, and operationalizing the customer lifecycle

• Budget time and money and effectively manages budget; manage meeting commitments; handles prioritization conflicts

• Motivate supporters and overcome opposition of detractors within customer organizations; maintain good-will from all parties after resolution of conflicts

What You'll Need

• 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…