NexTec Group

Customer Success Manager

NexTec Group

full-time

Posted on:

Origin:  • 🇺🇸 United States • Illinois

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Salary

💰 $130,000 - $160,000 per year

Job Level

SeniorLead

Tech Stack

CloudERP

About the role

  • Ensure every client is successful, satisfied, and eager to continue partnering with us as the trusted advisor and advocate for ERP customers
  • Proactively engage customers to maximize value, resolve challenges, and maintain strong, lasting relationships that drive retention and loyalty
  • Serve as the primary point of contact for assigned ERP customers after implementation
  • Build deep, trusted relationships with decision-makers and power users; act as the customer’s internal champion
  • Monitor customer health scores, usage metrics, and feedback; conduct monthly business reviews to assess satisfaction, ERP adoption, and ROI
  • Implement action plans to resolve dissatisfaction quickly and prevent churn; identify customer success stories for advocacy
  • Lead escalation management; coordinate cross-functional resources and ensure root causes and preventative measures are implemented
  • Develop renewal strategies in advance of contract expiration; partner with account management and sales on upsell/expansion opportunities
  • Track retention KPIs and take corrective action when risk is identified
  • Collaborate with Support and Sales teams; share best practices to improve customer experience

Requirements

  • Ten or more years in customer success, account management, or client services, ideally in ERP or enterprise software
  • Bachelor’s degree in Business, Information Systems, or related field
  • Proven track record of improving customer satisfaction and retention rates
  • Strong relationship-building, conflict resolution, and communication skills
  • Analytical skills to interpret customer data and act on insights
  • ERP system experience (Microsoft Dynamics, NetSuite, SAP, Sage, Acumatica, etc.)
  • Experience managing enterprise-level accounts
  • Familiarity with customer health scoring models and retention metrics
  • Experience working with customer-facing businesses and application functions
  • Experience with a consulting organization or reseller is a plus
  • Ability to adopt specific methodology and work within a team
  • Strong collaboration skills and professional demeanor
  • Excellent written, oral, and interpersonal communication skills
  • Flexibility with task assignment, priorities, and work environment
  • Open minded, desire to learn; quick thinker and creative problem solver
  • Detail oriented with strong analytical, numerical, planning, and reasoning abilities
  • Ability to work independently and on a team
  • Willingness to travel up to 30% in the US and Canada