Customer Success Manager, Procurement
Euna Solutions
Customer Success Manager, Procurement
Euna Solutions
full-time
Posted on:
Origin: • 🇨🇦 Canada
Visit company websiteJob Level
Junior
About the role
- Report to the Manager of Customer Success within the Procurement Customer Success team at Euna Solutions.
- Develop a deep understanding of the Procurement SaaS product and its public-sector use cases.
- Communicate confidently with executives, project managers, business analysts, end users and key stakeholders; lead regular customer meetings.
- Build strong relationships with key stakeholders; identify individual and organizational goals to deliver value at every touchpoint.
- Design and execute customer success plans to help customers achieve desired outcomes and maximize product value.
- Conduct regular customer check-ins to monitor progress, identify issues, and address concerns.
- Collaborate with senior Customer Success Managers and cross-functional teams (sales, marketing, product development) to ensure exceptional service.
- Analyze customer data and usage patterns to identify opportunities to upsell, cross-sell, or expand product scope.
- Monitor customer health indicators, respond to potential retention risks, and facilitate churn mitigation calls.
- Request, track and respond to surveys, including NPS, CSAT and implementation surveys.
- Attend and assist with webinars and events to connect with customers and expand the 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.
- Strong communication skills; ability to communicate confidently with executives, project managers, business analysts, end users and key stakeholders.
- Ability to design and execute customer success plans, conduct regular check-ins, monitor customer health, and facilitate churn mitigation.
- Experience analyzing customer data and usage patterns to identify upsell/cross-sell opportunities.
- Willingness to be in-office 3 days/week in our Atlanta, GA or Oakville, ON office.
- Legally able to work full time in Canada or the USA.
