Customer Success Manager - eInvoicing US shift
- София
- Permanent
- Full-time
- Customer Success Managers are responsible for becoming experts in customer use cases, needs, and business outcomes to proactively identify how our products, services, and value proposition can best drive and support our customers’ journey.
- Feedback suggested product enhancements and new countries for Product Management
- You will develop an understanding of Tungsten Automation Corporation's e-invoicing services to provide high value-add advice to customer stakeholders at all levels.
- You will be serving as the customer’s service delivery expert, ensuring that profile setup is congruent with customer-defined project and business process goals
- You will drive best practices and adoption of Tungsten Automation Corporation solutions at all stages of the customer journey, while building high customer satisfaction, maximizing the value of customer investment, and converting them to Tungsten Automation Corporation promoters.
- You will also act as the voice of your customers internally at Tungsten Automation Corporation, providing feedback and insights on how Tungsten Automation Corporation can better serve our customers.
- You will collaborate with the sales team on account strategy development for assigned customers, understanding and defining customer vision and strategy for maximizing their investment in Tungsten Automation Corporation products
- You will monitor operational performance against key KPI’s to ensure all services are delivered and supported within the parameters set out in the contract. Act as an escalation point, coordinating resources as required to restore the customer’s satisfaction level
- Where applicable, work with internal teams to ensure customer contacts are educated and trained on how the service operates to make the best use of the network.
- Manage ongoing operational aspects as a result of an active supplier enrollment program and /or campaigns, maximizing customer investment and accelerating time-to-value. Ensuring that necessary documentation is complete, current, and stored appropriately
- Where applicable, create a joint success plan (JSP) with customers and internal Tungsten Automation Corporation account teams.
- Drive adoption of Tungsten Automation Corporation e-invoicing products, maximizing customer investment and accelerating time-to-value.
- Act as a trusted/strategic advisor to each customer helping to drive the continued value of our products and services, while you provide thoughtful leadership, possibly challenging business and technical stakeholders.
- At least 3 years’ experience in a Customer Success Manager role or similar.
- General knowledge and experience with SaaS/P2PSolutions, and the demonstrated ability to learn and understand eInvoicing software products and business solutions.
- Solid experience, either technical or business, related to Financial process automation or Intelligent automation.
- Excellent listening, communication, and presentation skills with strong ability to work collaboratively across the organization and obtain positive visibility and credibility quickly at the Executive level. Ability to influence through persuasion, negotiation, and consensus building.
- Business level English mandatory, as well as other required languages based on Geographic assignment (German, French)
- Has Customer Success, Presales, and Professional Services experience
- Strong team and mentoring skills and experience
- Project Management experience for large enterprise accounts, a bonus
- Track record of becoming a trusted advisor to customers and experience in managing key customer relationships within a customer success-type role
- Able to interact well with multiple internal disciplines (PS, TS, Products and Sales)
- Can understand and communicate Tungsten Automation Corporation 2-invoicing offerings
- Has strong presentation, communication, and problem-solving skills
- Has negotiation and “peacekeeping” skills
- Must be able to manage multiple customers simultaneously
- Has outstanding verbal and written communication abilities.
- Must have an outbound/customer-facing demeanor and the confidence to interact with Senior Management and Customers at senior & junior level
- Has the ability to think strategically
- Has critical thinking and analytical skills
- At least 3 years’ experience in a Customer Success Manager role or similar.
- General knowledge and experience with SaaS/P2PSolutions, and the demonstrated ability to learn and understand eInvoicing software products and business solutions.
- Solid experience, either technical or business, related to Financial process automation or Intelligent automation.
- Excellent listening, communication, and presentation skills with strong ability to work collaboratively across the organization and obtain positive visibility and credibility quickly at the Executive level. Ability to influence through persuasion, negotiation, and consensus building.
- Business level English mandatory, as well as other required languages based on Geographic assignment (German, French)
- Has Customer Success, Presales, and Professional Services experience
- Strong team and mentoring skills and experience
- Project Management experience for large enterprise accounts, a bonus
- Track record of becoming a trusted advisor to customers and experience in managing key customer relationships within a customer success-type role
- Able to interact well with multiple internal disciplines (PS, TS, Products and Sales)
- Can understand and communicate Tungsten Automation Corporation 2-invoicing offerings
- Has strong presentation, communication, and problem-solving skills
- Has negotiation and “peacekeeping” skills
- Must be able to manage multiple customers simultaneously
- Has outstanding verbal and written communication abilities.
- Must have an outbound/customer-facing demeanor and the confidence to interact with Senior Management and Customers at senior & junior level
- Has the ability to think strategically
- Has critical thinking and analytical skills