Senior Customer Success Manager
AvidXchange, Inc.
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- Build and maintain lasting relationships with a set book of business.
- Facilitate business reviews, value check-ins, and other customer touch points.
- Monitor and manage customer adoption, retention, and annual recurring revenue.
- Work cross-functionally to drive resolution to customer escalations and identify patterns and processes to help solve root causes of systematic issues
- Conduct product and process trainings for assigned customers on an as needed basis.
- Identify opportunities for product optimization sessions.
- Act as lead representative for the customer and Customer Experience in key cross functional initiatives.
- Create, organize and lead process improvement initiatives within Customer Success.
- Be the voice of the customer – synthesize, facilitate, and present cross-customer trends in feedback, escalations, and enhancement requests to Customer Advocacy and other cross functional leaders.
- Create customer success plans for new and existing buyers to ensure customer satisfaction and retention.
- Proactively create content for and conduct education trainings with existing teammates.
- Scope opportunities with assigned customers and pass those opportunities to the Strategic Sales team
- Drive retention growth in book of business through key consultative conversations and identification through use of data analytics and portal usage analysis
Requirements
- Minimum 5 years customer management experience, preferably in Software as a Service Solution, Cloud and Subscription based products
- Extensive experience being a departmental lead in cross-functional initiatives
- Proven ability to identify and act upon process improvement opportunities
- Demonstrated high level of skill in organization and prioritization in a fast-paced environment
- Experience using Salesforce.com Excel and Microsoft Suite to influence customer behavior to drive business objectives with key decision makers
- Strong written and verbal consultative communication skills
- Experience in successfully managing complex projects, internal or client facing, including being comfortable having to engage with senior business leaders
- Comfortable and proficient with managing conflict and working with diverse populations at all levels
- Extensive experience creating project management and prioritization plans
Benefits
- 18 days PTO*
- 11 Holidays (8 company recognized & 3 floating holidays)
- 16 hours per year of paid Volunteer Time Off (VTO)
- Competitive Healthcare
- 401(k) Match: 100% match on the first 3% of your salary, plus 50% match on the next 2%
- Parental Leave: 8 weeks 100% paid by AvidXchange**
- Discounts on Pet, Home, and Auto insurance
- Tuition Reimbursement up to the federal maximum of $5,250***
- Hybrid Workplace Flexibility
- Free parking
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer managementprocess improvementdata analyticsproject managementcustomer success planningproduct optimizationtraining facilitationconflict managementorganizational skillsprioritization
Soft Skills
consultative communicationrelationship buildingcross-functional collaborationproblem-solvingcustomer advocacypresentation skillsadaptabilityleadershipteam collaborationcustomer satisfaction focus