Customer Success Manager

Company: Vistex, Inc.
Location: Hoffman Estates
Posted on: January 9, 2021

Job Description:

Overview:Vistex is an SAP software solutions extensions partner serving businesses of all sizes worldwide across a spectrum of industries by managing their master data, contracts, pricing, rebates and incentive programs. Our solutions provide unprecedented visibility into the breadth and depth of go-to-market programs and enable businesses with insightful information that drive revenue, control costs and increase margins. Our deep industry expertise coupled with in-house implementation, delivery and training services makes Vistex a full solutions resource and consultancy.Our global Customer Success team is responsible for developing customer relationships that promote retention and advocacy. At the same time, we help to identify expansion opportunities while ensuring that our customers derive maximum value from Vistex products & services.We are looking for a creative, inspiring, and seasoned Customer Success Manager (CSM) who can independently manage and help grow clients in the North America. As a CSM, reporting into the Director of Customer Success, you will work cross-functionally with multiple internal teams to ensure alignment with client goals and objectives.Responsibilities:

• Own overall relationship with assigned clients. Drive proactive, strategic client management which includes increasing adoption, ensuring retention, and overseeing holistic customer satisfaction.
• Help to demonstrate and drive the value (ROI) delivered to our clients.
• Establish relationships with stakeholders and across the customer organization, planning and driving ongoing account strategy.
• Work with clients and internal resources to establish critical goals, or other key performance indicators, and aid the customer in achieving their goals.
• Proactively manage assigned clients to enable success throughout the customer lifecycle, ensuring best practices and methodologies that will drive client. engagement, business outcomes, and maintain renewal and retention rates.
• Establish a trusted/strategic-advisor relationship with key clients and drive continued value of our products and services.
• Understand and anticipate customer's needs and goals then track customer progress.
• Lead Voice of the Customer (VOC) initiatives within your client portfolio. Gather feedback and act as advocate for your client-base with internal Support, Sales, and Product teams.
• Collaborate with Sales other internal teams on customer interactions and engagements.
• Conduct regularly scheduled cadence calls and business reviews with customers to discuss overall account health, including bench marking, adoption trends and best practices.
• Drive new business growth through greater advocacy and referenceability, working with Marketing to surface and celebrate our clients' success stories.
• Help foster a culture of strategic Customer Success within the team and throughout Vistex.Qualifications:
  • BS/BA degree from a 4-year college or university
  • 3+ years of Customer Success, Account Management, Sales, and/or Project Management experience
  • Experience working with clients who are in an on-premise software environment.
  • Strong verbal and written communication skills and technical aptitude.
  • Excellent organizational, project management, and time management skills
  • Proficient in Salesforce & Microsoft Office (Outlook, Teams, Excel, Word and PowerPoint). Gainsight, Churnzero, or Totango experience a plus.
  • Excellent interpersonal skills with ability to build authentic business relationships and deal effectively with challenges / escalations.
  • Willing to travel approx. 25%About us: The Vistex platform helps businesses finally get control of all their different promotions, rebates, SPAs, discounts, and other incentives. With so many programs across so many partner relationships, it can be impossible to see where all the money is going, let alone how much difference it's actually making to revenue. With Vistex, business leaders can see the numbers, see what really works, and see what to do next - so they can make sure every dollar they spend really is driving more growth, not just more costs. It's why global enterprises ranging from Coca-Cola to Sony to Grainger rely on Vistex every day. Vistex - Now it all adds up.---

Keywords: Vistex, Inc., Hoffman Estates , Customer Success Manager, Executive , Hoffman Estates, Illinois