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Customer Success Manager (CSM)

Chicago, IL

Corcentric, a leading provider of cloud-based finance and procurement solutions, seeks a Customer Success Manager (CSM) to serve as the trusted advisor to our customers. The right candidate will ensure ongoing success with our platform-based solutions, maximize our customers’ return on investment, and facilitate strong customer retention and growth across our portfolio of products.

Corcentric Customer Success is a team of fierce customer advocates relentlessly committed to doing what is best for the customer and Corcentric. We view Customer Success as an esteemed profession and a critical component to Corcentric’s ongoing success. We leverage best industry practices and skill development to help team members focus on customer outcomes, deliver beyond customer expectations, and grow through each experience. We respect the diversity of thought and encourage teaming and collaboration always. Corcentric Customer Success is a fast-paced environment with high expectations for quality delivery and accountability. If you are passionate about creating satisfying customer experiences and want to do it for a company with a bright future, join us at Corcentric Customer Success.

Duties and Responsibilities

  • Serve as the primary point of contact for all post-sales activities, including but not limited to customer onboarding, consultative guidance, product training, technical support, and assigned account management activities
  • Monitor customer health indicators and sentiment trends and take swift action when necessary to restore customer confidence
  • Understand a diverse customers portfolio and strengthen relationships through support, training, and strategic dialogue with key users and contacts
  • Earn the right to become a trusted advisor to customers, delivering best practices and value-added guidance with an empathetic ear
  • Establish long-term success roadmaps for each customer with frequent checkpoints to ensure milestones are being attained
  • Conduct regular business reviews to review accomplishments, challenges and reinforce business value
  • Coordinate with the product, delivery, and support teams to meet customer needs related to product enhancements and change requests
  • Actively monitor and promote customer product adoption and usage
  • Promote, communicate and train customer on new functionality and system upgrades
  • Identify opportunities to increase the Corcentric product and solution footprint
  • Act as the internal customer advocate to ensure customer needs and requests are met
  • Proactively identify issues and potential concerns in the customer relationship and work to rectify these with internal resources as needed
  • Represent the voice of the customer and work closely with the product team for new product enhancements and feature requests
  • Proactively identify critical success factors and areas of business process improvement designed to enhance the overall customer experience

Required Qualifications

  • Bachelor’s degree in business or relevant field
  • 5+ years of experience in a Customer Success Management or Account Management role
  • 2+ years of experience in a SaaS environment
  • Procure-to-pay or source-to-contract domain expertise preferred
  • Exceptional collaboration and interpersonal skills, with demonstrated ability to build relationships at all levels of the organization
  • Highly organized and efficient, with a proven ability to think both strategically and tactically
  • Strong technical problem-solving abilities
  • Demonstrated communication and presentation skills
  • Highly proficient in using MS Excel to analyze and chart data
  • Experienced in preparing and effectively delivering customer presentation decks in MS PowerPoint
  • Influencing and negotiation skills
  • Team player with a positive attitude and a record of consistently meeting commitments
  • Ability to travel up to 25% - 50% (at which point travel is safe to resume)

About Corcentric
Corcentric is a leading provider of procurement and finance solutions that transforms how companies purchase, pay, and get paid. Corcentric's SaaS software solutions enable companies to work more efficiently and cost effectively through the journey of identifying suppliers, negotiating contracts with vendors, procuring goods and services, and ultimately paying those suppliers. Corcentric is a very well-established company that has empowered more than 6,000 customers from the middle market to the Fortune 1000 since 1996.  Corcentric has been achieving impressive organic and acquisition-based growth and offers dynamic and exciting global career opportunities to its team.  The Corcentric team is a group of passionate and driven overachievers excited about rapid growth and achieving excellence in the eyes of our clients while balancing a fun work environment. Learn more at corcentric.com

Interested in a career at Corcentric? Here’s how to apply: 
Please apply on our web portal: http://jobs.sourceoneinc.com/

We ask that you make sure to include your salary requirements. Please do not contact anyone at the company directly.

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