Customer Success Manager, Payments

Posted Jul 30

Description

As a Customer Success Manager with our Payments group at Corcentric, you will join a fun, collaborative team within an ambitious, entrepreneurial global organization. You will serve as the customer advocate and central point of contact for Corcentric’s Payments product offerings, proactively driving frontline customer satisfaction.

This position focuses on working with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value. You will interact with customers to provide and process information in response to inquiries, concerns and requests about products and services. Additionally, you will create and retain customer loyalty by establishing rapport, planning and developing customer-focused programs, overseeing concern resolution, and facilitating successful service delivery.

This key position reports to the Director, Customer Success - Payments within our Global Customer Success team. We’re passionate about ensuring that our customers have the right solutions to reach their business goals and are committed to driving value aligned with achieving positive business outcomes. We’re a success-driven team in a growing organization offering plenty of opportunity to make impacts and build careers. We look forward to adding you into the mix!

As a Customer Success Manager, you’ll be responsible for:

Being the central point-of-contact for all post-sales activities, including customer onboarding, consultative guidance, product training, technical support, and account management activities
Understanding the portfolio of diverse customers, working to strengthen customer relationships through support, training and strategic dialogue with key users and contacts, as well as providing business insight and support to optimize customer experience through efficient service delivery
Serving as a trusted advisor to customers, delivering best practices, guidance, and an empathetic ear
Developing and maintaining relationships with multiple customer contacts, enabling them to understand and address their complete needs and promote advocacy (referrals, testimonials)
Establishing a roadmap for each customer’s long-term success by facilitating frequent checkpoints to ensure milestones attainment, pivoting and adjusting plans as needed
Conducting regular reviews with customers to provide the highest standard of quality and “best in class” service
Coordinating with Product, Delivery, and Support teams to meet customer needs as it relates to requesting product enhancements, ensuring successful deployments, and ongoing maintenance of customer relationships
Actively contributing towards maximizing product adoption and usage with all customers, promoting additional expansion, functionality utilization, and upgrades
Identifying opportunities to increase the product footprint throughout all Corcentric customers
Acting as the internal advocate for customers by facilitating internal teams and projects to solve customer needs
Assisting in product demonstrations, handling customer queries, and training users
Proactively identifying issues and potential concerns in the relationship and work to rectify these with Sales, Customer Support, Development, IT, and Management
Performing gap analysis to identify problem areas or pain points for the customer, and advising how they can be addressed
Working closely Product Teams on enhancements and feature requests
Providing input to senior management at the earliest opportunity regarding any issues impacting customer satisfaction
Developing effective internal and external communication mechanisms to contribute to overall customer service enhancements
Proactively identifying critical success factors and areas of business process improvement designed to enhance the overall customer experience and drive excellence

Requirements

You’ll need to have:

Successful experience in a dedicated Account Manager, Customer Success, Customer Service, or Sales role within a Software-as-a-Service (SaaS) organization
Exceptional interpersonal skills, with the ability to build effective internal and external relationships throughout all organizational levels, including cross-functional colleagues and executives
A passion for customer satisfaction, prioritizing respectful and courteous communication in all customer interactions
Technical and analytical problem-solving skill
A commitment to diversity of thought and consideration of different ideas
Comfortable communication and presentation skills, interacting in both one-on-one and group settings
Strong influencing skills, with the ability to build effective, trusting working relationships
The ability to thing both strategically and tactically, staying organized and efficient
A team-player with a positive attitude and a record of consistently meeting commitments and assigned tasks
Strong collaboration skills and the ability to work effectively with cross functional teams and subject matter experts, taking ideas from concept through implementation
Strong negotiation skills, with the ability to work through complex issues that lead to win/win results
Ability to travel up to 15%

(We want to make sure you’re set up to succeed, and we view these as the critical skills you’ll need to achieve great things at Corcentric!)

It’s great if you also have:

A Bachelor’s Degree in a relevant study
Accounting experience, particularly in the payments space
Change management and training experience
Experience working for a business-to-business (B2B) SaaS company that has scaled successfully through rapid growth
Bi-lingual capabilities (Spanish or French, and English)

(Psst…Don’t worry if you don’t check all these boxes… we view this as helpful experience that can shorten ramp-up time!)

Benefits

Corcentric is a global provider of business spend management and revenue management software and services for mid-market and Fortune 1000 businesses. Corcentric delivers software, advisory services, and payments focused on reducing costs, optimizing working capital, and unlocking revenue.

We achieve success by exemplifying our core values in the way we work, communicate, and collaborate:

Do the Right Thing
Embrace + Drive Change
Be Empowered
Be Relentlessly Focused on the Customer

Benefits

At Corcentric, we know that the hard work of our employees is what drives the success of our organization. We care about who you are and what you value, both inside and outside of work.

Within our organization, you will have the opportunity to work with smart, collaborative team members and approachable leaders. Our down-to-earth, solutions-oriented culture means you'll have the opportunity to get hands-on with interesting work projects and be able to draw a short line from your contributions to business impacts. We prioritize professional development and encourage cross-functional promotional opportunities to enable you to reach your career goals. We have been in business for over 25 years and are thrilled to be actively growing and scaling our teams accordingly - it's an exciting environment and a great time to join.

We also recognize the importance of work-life balance and want to support your efforts to take care of your health and well-being and the health and well-being of those who depend upon you. In support of this, we are proud to offer a comprehensive benefits package to our full-time team members, including:

Generous annual paid time off program that increases with tenure
Eight paid holidays plus an annual personal holiday to recognize or celebrate an occasion that is important to you
An annual paid day off to volunteer for causes that are near and dear to you
Paid maternity, paternal/secondary caregiver, and adoptive parent leave
Company-paid life and disability insurance
401k program with a company match
Medical insurance plan options ranging from a traditional PPO to High Deductible Health Plan options that feature a company HSA contribution
Dental plan – including orthodontia coverage
Vision plan – including discount for LASIK surgery
All medical, dental, and vision insurance plans are available from the first of the month following your start date – no extended waiting period to be eligible!
A no-cost Employee Assistance Program - 24/7 access to confidential counseling services and a wide range of additional support and professional services

Our roles require routine use of standard office equipment, such as computers, keyboards, printers, phones, and filing cabinets. You may need to type, reach, and lift office materials of a reasonable weight. Travel may also be required based on job responsibilities and business needs.

Corcentric does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

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