Customer Success Manager, Procurement
Euna Solutions
Customer Success Manager, Procurement
Euna Solutions
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- The Customer Success Manager has a strategic and supportive role within the Procurement Customer Success team at Euna Solutions, reporting to the Manager of Customer Success.
- Responsible for ensuring that our B2B SaaS customers in the public sector are successful in achieving their desired outcomes and realizing the full value of our product.
- Work closely with customers to understand their business needs, develop and implement strategies to help them achieve their goals, and build strong, long-lasting relationships with key stakeholders.
- Collaborate with cross-functional teams to ensure customers receive the best possible service and support across all touchpoints.
- Develop a deep understanding of our Procurement SaaS product and its use cases in the public sector.
- Communicate confidently with executives, project managers, business analysts, end users and key stakeholders leading regular customer meetings.
- Build strong relationships with key stakeholders, identifying individual and organizational goals to deliver value at any communication touchpoint.
- Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product.
- Conduct regular customer check-ins to monitor progress, identify issues, and address concerns.
- Collaborate with senior Customer Success Managers and cross-functional teams, including sales, marketing, and product development, to ensure customers receive exceptional service.
- Analyze customer data and usage patterns to identify opportunities to upsell, cross-sell, or expand the scope of our product offering.
- Monitor customer health indicators, respond to potential risk factors for customer retention, and facilitate churn mitigation calls.
- Request, track and respond to surveys, including NPS, CSAT and implementation surveys.
- Attending and assisting with webinars, and events, connecting with customers and expanding our customer community.
Requirements
- Bachelor's degree in business, communications, computer science, or related field.
- 1 + year(s) of experience in customer success, implementation, customer support, or a related field.
- Proven track record of developing and implementing successful customer experience strategies.
- Experience in project management, including the ability to manage multiple projects simultaneously.
- Proficient in Salesforce, Microsoft Office, and other relevant software applications.
- Willingness to come into the Atlanta or Oakville office 3 days/week (hybrid).
