Exiger

Senior Manager, Customer Success

Exiger

full-time

Posted on:

Location Type: Hybrid

Location: Richmond • 🇺🇸 United States

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Job Level

Senior

About the role

  • Manage day-to-day relationships with Exiger customers focused on third party and supply chain risk management using Exiger technology
  • Support customers to optimize their return-on-investment in Exiger technology and due diligence products
  • Manage customer’s day-to-day external relationships across a customer portfolio and their usage of Exiger’s Technology Products
  • Provide superior customer experience by coordinating to meet and set customer expectations, advising on best practices, and evaluating and actioning customer feedback
  • Communicate to internal stakeholders on customer activity, pipeline, feedback and issues; support Account Management and Sales with opportunities, QBRs, optimization proposals and Change Orders
  • Ensure Technology Product issues are resolved promptly and that optimization and changes are executed when required
  • Coordinate with Application Support, Product, Delivery and Account Management to deliver full suite of expertise to customer accounts
  • Act as an Exiger brand ambassador by exhibiting positive and professional behavior internally and externally
  • Educate and train customers on Exiger products, scopes, and processes
  • Effectively manage and balance workload to complete customer-facing responsibilities and internal tasks, prioritizing customer requests while maintaining high service standards
  • Contribute to other business activities such as supporting the delivery of products and services to customers
  • Evaluate feedback from customers about products and services, disseminate to appropriate stakeholders and assist with resolution
  • Ensure all relevant internal stakeholders are well-informed of customer activity, pipeline, feedback, and issues

Requirements

  • 5+ years of Customer facing experience in current or previous roles in a SaaS environment
  • Prior work with Gainsight, Planhat or other dedicated Customer Success software
  • Experience with technology products, third party and supply chain risk
  • Global Regulatory and Compliance process, systems, and due diligence experience is an added advantage
  • Consulting experience is preferred
  • Demonstrable ability to manage complex customer needs and requirements
  • A keen interest to learn Exiger’s Technology Platform and the technical aptitude to do so
  • Strong written and verbal communication skills and flexibility to respond to requests and customer inquiries promptly via email and/or telephone as needed
  • Strong presentation skills – you will be hosting training sessions for customer staff
  • Confident, not easily ‘flustered’ or comfortable with ambiguity and a fast-paced environment
  • Ability to successfully negotiate with internal and external parties to effectively fulfill customer requests in a timely fashion
  • Naturally proactive and a problem-solver. Comfortable working in both team settings and independently in a fast-paced professional environment
  • Excellent organization and time-management skills; able to balance a portfolio of customer accounts
  • Ability to assist with the development of new customer-facing team members and drive standards and protocols
  • Inherent sense of ownership and accountability
Benefits
  • Discretionary Time Off for all employees, with no maximum limits on time off
  • Industry leading health, vision, and dental benefits
  • Competitive compensation package
  • 16 weeks of fully paid parental leave
  • Flexible, hybrid approach to working from home and in the office where applicable
  • Focus on wellness and employee health through stipends and dedicated wellness programming
  • Purposeful career development programs with reimbursement provided for educational certifications

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SaaScustomer success softwarethird party risk managementsupply chain risk managementglobal regulatory compliancedue diligenceconsultingtechnology productscustomer trainingproblem-solving
Soft skills
communication skillspresentation skillsnegotiation skillsorganization skillstime-management skillsproactiveflexibilityownershipaccountabilityability to manage complex needs