Senior Customer Success Manager
Company Overview:
GEP is a diverse, creative team of people passionate about procurement. We invest ourselves entirely in our client’s success, creating strong collaborative relationships that deliver extraordinary value year after year. Our clients include market global leaders with far-flung international operations, Fortune 500 and Global 2000 enterprises, leading government and public institutions. We deliver practical, effective services and software that enable procurement leaders to maximise their impact on business operations, strategy and financial performance. That’s just some of the things that we do in our quest to build a beautiful company, enjoy the journey and make a difference. GEP is a place where individuality is prized, and talent respected. We’re focused on what is real and effective. GEP is where good ideas and great people are recognized, results matter, and ability and hard work drive achievements. We’re a learning organization, actively looking for people to help shape, grow and continually improve us. Are you one of us? GEP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, disability status, or any other characteristics protected by law. We are committed to hiring and valuing a global diverse work team. For more information please visit us on GEP.com or check us out on LinkedIn.com.#LI-SO1
What you will do:
Manage and maintain strong relationships with key accounts, ensuring a high level of customer satisfaction and retentionDrive cross-sell and upsell initiatives to expand the use of our products within existing customer accountsProactively manage customer renewals, ensuring high renewal rates and identifying potential at-risk accountsCollaborate with Sales and Marketing teams to develop strategies for identifying and capitalizing on cross-sell opportunitiesMonitor customer health and usage metrics to anticipate potential issues and opportunities for engagementAct as a trusted advisor to customers, providing insights and recommendations to help them maximize the value of our productsPartner with the Product and Engineering teams to communicate customer feedback and influence future product developmentsLead quarterly business reviews (QBRs) with key clients, presenting metrics, insights and future roadmaps to drive continued successProactively manage customers’ satisfaction and service delivery by anticipating potential service problems and monitoring satisfactionUnderstand client business requirements, propose and negotiate a technical solution and deliver solutionsTranslate client business requirements for internal technical team and ensure that the product/service is delivered to client per the requirements and timelineDisplay deep knowledge of GEP products and markets and is capable to deliver demos when neededCreate project plan, determine key success factors, milestones and review use casesKey Metrics: CSAT, Retention, Revenue Growth, Referenceability and othersReports into Head of Customer Success & Customer Support
What you should bring:
10-12 years of experience in Customer Success, Account Management, or a related field, with a proven track record of managing large customer accounts.Previous experience in account management role for a technology firm is strongly preferredFamiliar with online procurement/sourcing tools including RFP, Auction, Contract Management, Spend Analysis and P2PStrong experience with SAAS business models, including renewals, cross-sell and upsell strategiesExcellent communication, negotiation, and relationship-building skills, with a customer-centric approachAnalytical mindset with the ability to assess customer data and translate it into actionable insightsExperience working cross-functionally with Sales, Product and Marketing teamsEfficient in MS Excel, Word & PowerPointAbility to travel as needed to meet customers and internal teamsBachelor’s Degree required, Master’s in business or operations preferred
Apply Now
GEP is a diverse, creative team of people passionate about procurement. We invest ourselves entirely in our client’s success, creating strong collaborative relationships that deliver extraordinary value year after year. Our clients include market global leaders with far-flung international operations, Fortune 500 and Global 2000 enterprises, leading government and public institutions. We deliver practical, effective services and software that enable procurement leaders to maximise their impact on business operations, strategy and financial performance. That’s just some of the things that we do in our quest to build a beautiful company, enjoy the journey and make a difference. GEP is a place where individuality is prized, and talent respected. We’re focused on what is real and effective. GEP is where good ideas and great people are recognized, results matter, and ability and hard work drive achievements. We’re a learning organization, actively looking for people to help shape, grow and continually improve us. Are you one of us? GEP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, disability status, or any other characteristics protected by law. We are committed to hiring and valuing a global diverse work team. For more information please visit us on GEP.com or check us out on LinkedIn.com.#LI-SO1
What you will do:
Manage and maintain strong relationships with key accounts, ensuring a high level of customer satisfaction and retentionDrive cross-sell and upsell initiatives to expand the use of our products within existing customer accountsProactively manage customer renewals, ensuring high renewal rates and identifying potential at-risk accountsCollaborate with Sales and Marketing teams to develop strategies for identifying and capitalizing on cross-sell opportunitiesMonitor customer health and usage metrics to anticipate potential issues and opportunities for engagementAct as a trusted advisor to customers, providing insights and recommendations to help them maximize the value of our productsPartner with the Product and Engineering teams to communicate customer feedback and influence future product developmentsLead quarterly business reviews (QBRs) with key clients, presenting metrics, insights and future roadmaps to drive continued successProactively manage customers’ satisfaction and service delivery by anticipating potential service problems and monitoring satisfactionUnderstand client business requirements, propose and negotiate a technical solution and deliver solutionsTranslate client business requirements for internal technical team and ensure that the product/service is delivered to client per the requirements and timelineDisplay deep knowledge of GEP products and markets and is capable to deliver demos when neededCreate project plan, determine key success factors, milestones and review use casesKey Metrics: CSAT, Retention, Revenue Growth, Referenceability and othersReports into Head of Customer Success & Customer Support
What you should bring:
10-12 years of experience in Customer Success, Account Management, or a related field, with a proven track record of managing large customer accounts.Previous experience in account management role for a technology firm is strongly preferredFamiliar with online procurement/sourcing tools including RFP, Auction, Contract Management, Spend Analysis and P2PStrong experience with SAAS business models, including renewals, cross-sell and upsell strategiesExcellent communication, negotiation, and relationship-building skills, with a customer-centric approachAnalytical mindset with the ability to assess customer data and translate it into actionable insightsExperience working cross-functionally with Sales, Product and Marketing teamsEfficient in MS Excel, Word & PowerPointAbility to travel as needed to meet customers and internal teamsBachelor’s Degree required, Master’s in business or operations preferred
Apply Now