Senior Customer Success Manager

1 month ago

Remote, Vietnam E2open Full time

E2open is the connected supply chain platform that enables the world's largest companies to transform the way they make, move, and sell goods and services. We connect more than 400,000 partners as one multi-enterprise network. Powered by the network, data, and applications, our SaaS platform anticipates disruptions and opportunities to help companies improve efficiency, reduce waste, and operate sustainably. Our employees around the world are focused on delivering enduring value for our clients.


POSITION OVERVIEW

The Senior Customer Success Manager (CSM) sits within the Client Experience organization at e2open. The role is primarily responsible for an assigned segment of e2open's most strategic and highest revenue generating accounts along with large accounts with significant upsell opportunity to ensure overall health and to ensure customers see value in their solution(s). The Senior CSM works closely with Business Unit Presidents, internal stakeholders and partners with Technical Account Managers, Enterprise Service Engineers, Customer Support teams, Sales and Professional Services to provide a seamless, exceptional experience for the customers that they are assigned. In this strategic role, the Senior CSM interacts with senior leaders within e2open and the Customer account. This is a position for a seasoned Customer Success Manager who will have significant impact on customer retention, loyalty, and growth.

RESPONSIBILITES:

Oversee overall service health for assigned customer accounts and act as a strategic advisor and consultative partner in a senior capacity within the highest levels of the customers' organizations. Be an "executive" presence while interacting with senior leaders both internally and externally. Understand how e2open solutions are deployed at each assigned account and the customer use case. Ensure all teams keep customer documentation and information updated and accurate. Have industry knowledge and be able to articulate value, ROI, and customer key measures of success. Possess good working knowledge of primary product suite(s), for example Logistics, Global Trade Management, Supply etc. Leverage key data sets, reports, and dashboards to understand customer trends, visualize risk, and partner with internal stakeholders to mitigate. Track all interactions, activity, QBR follow-ups and any other customer-related details in Sales Force, and use SF dashboards to manage all client-related activity. Drive adoption for continued value realization and monitor usage trends – report on monthly risk score per customer with reasons and risk mitigation plans. Review customer accounts and understand the potential negative impacts of downtime/bugs/slowness may have on their business process and bottom line for the assigned customer base. Advocate internally on behalf of the customer, ensuring e2open is easy for them to do business with. Continually and proactively share best practices and thought leadership. Manage customer expectations and minimize misalignment – be able to navigate tense and challenging customer situations through exceptional escalation and issue management. Takes a proactive approach to establishing and nurturing customer relationships. Identify upsell and cross sell opportunities and partners closely with Account Support Director. Ensure assigned customers are happy and "referenceable" accounts willing to speak on our behalf. Other tasks and activities as assigned.

QUALIFICATIONS AND EXPERIENCE:

University diploma. Post-graduate diploma preferred. Education background in Science/Information Technology or equivalent and/or supply chain management experience preferred. 8-10+ years of direct customer-facing working experience in a customer success role with major accounts. Excellent written and verbal communication skills, including ability to speak and write fluently in English. Experienced presenter in customer meetings with senior leaders. Can-do spirit and problem solver. Excellent time management and organizational skills. Ability to use data, metrics and analytics to assess progress and drive results. Rigorous attention to detail. Exceptional relationship builder. Strategic thinker. Ability to work in a team environment. Comfortable working under deadlines and managing multiple priority customer cases. Comfortable with risk mitigation and managing "hot" customers. Comfortable interfacing with customers and senior colleagues within e2open. Working knowledge of Microsoft Office suite of tools – Excel, World, Outlook. Some experience with or equivalent CRM software.

PHYSICAL REQUIREMENTS:

General office environment and responsibilities requiring: Extensive use of the computer which involves viewing a monitor and keyboarding for most of the workday Placing and receiving phone calls Occasionally moving and lifting objects up to 20 pounds May require some travel if needed.

E2open is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

E2open participates in the E-verify program in certain locations, as required by law.

E2open does not accept unsolicited referrals or resumes from any source other than directly from candidates or preferred vendors. We will not consider unsolicited referrals.

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