Customer Success Manager (Remote, EST preferred)

Overview

JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base. With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries. Our 1,300+ global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses.  For more information, visit www.jaggaer.com 

 

JAGGAER’s Customer Success Program aims to help our customers achieve their desired outcomes (value realization) with our solutions. When customers succeed, JAGGAER benefits from increased customer retention (i.e., reduced churn), expanded solutions, and positive references. The Customer Success Manager (CSM) is a highly visible, customer-facing role within JAGGAER’s Customer Operations group, supporting key strategic customers as a leading subject matter expert on JAGGAER products.

 

Principal Responsibilities

Position Responsibilities:

• Foster Customer Relationships
  • Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging the solution to achieve full business value.
  • Establish periodic touchpoints to ensure customers are informed, engaged, and solicit general feedback.
  • Address customer inquiries, manage obstacles, and identify ways to drive additional value for customers. Ensure Customer requests are escalated to the relevant teams

     

• Define Success

  • Gain knowledge of the customer's business goals to ensure alignment with product and feature recommendations.

  • Develop a Success Plan aligned with the customer's business objectives

  • Set adoption targets

     

• Assess Value
  • Proactively analyse usage, adoption and value KPIs using standard/custom dashboards and reports
  • Create and present Performance Reviews to customers
• Maximize Solution Adoption
  • Advise on solution optimization to meet business objectives
  • Provide insights on benchmarks and best practices
  • Engage customers and provide consultative guidance following software releases
  • Continuously grow and maintain your solution expertise
• Contribute to Customer Retention and Growth
  • Actively work to ensure customer retention
  • Proactively identify areas of growth

Success in this Position• Consistent high customer health ratings for your portfolio of customers• Customers consider you a trusted advisor with both product and business acumen• You have created a “brand” that puts you in demand for assignment of new customers• Other CSM Team members consider you a collaborative member of the Team• You deliver innovation on how to make our customers successful

 

Position Requirements

Position Requirements:

• Bachelor’s degree or equivalent experience with proven skills in Customer Success, Account Management, or Project Management, required to create, maintain, and enhance customer relationships.• SaaS competencies, including a general understanding of software, hardware, networks, etc.• Proven strong consulting skills.• Ability to work independently, taking initiative to follow through and take ownership of all aspects of client management, including reporting, managing client expectations, and driving tasks and issues to resolution.• Capable in business process orientation and hands-on client relationship management and services.• Highly motivated, action- and goal-oriented, persistent, with strong interpersonal, consultative, multi-tasking, and problem-solving skills.• Strong communication skills, with the ability to create and present client communication and analysis in all formats: verbal, presentation, email, and written documents.• Develop and maintain expertise in JAGGAER’s software solutions, methodologies, and core technologies, especially the assigned platform.• Ability to lead projects and initiatives for several team members successfully.

 

What We Offer:

At JAGGAER, we are committed to supporting you and your family’s well-being. Your health is a priority, and we offer a range of programs to help you stay well and thrive. Our benefits include exceptional medical, dental & vision plans, adoption assistance, wellness reimbursements, generous parental leave, 401(k) matching, flexible work options, unlimited vacation for exempt employees, and more!

Our Values:

At JAGGAER, our business is about people. Our products are built on intellectual property, but the real differentiator is t