Customer Success Manager - eInvoicing Suppliers

E24-121

Business Centre "Labirint" 5th Floor Liulin 10 District, Sofia, Sofia,

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Customer Service

Full-Time/Regular

Job Purpose

The Customer Success Manager, eInvoicing Suppliers (CSM) works with our most strategic AR customers along with internal Tungsten Automation Corporation groups to build long-term relationships and drive customer success and satisfaction with Tungsten Automation Corporation Solutions, specifically e-invoicing Services, ensuring customers realize the full value of these services.

The ultimate objectives of the CSM position are a positive, unqualified, reference from the customer and continual growth of the customer's Tungsten Automation Corporation solutions footprint. 

The CSM will achieve this outcome by developing and maintaining a clear understanding of the customer’s key objectives and success outcomes for Tungsten Automation Corporation solutions. The CSM will have the ability to link those outcomes to the detailed success plan and will monitor and communicate to ensure the outcomes are aligned to the goals, and parties are aligned. CSMs will identify issues or conflicts and act as an advocate for the customer in their resolution. 

The CSM is not intended to replace any other role or position that would normally be involved in Professional Services, Technical Support, Products, Marketing, or Sales. This position will interact with all these groups to ensure the Tungsten Automation Corporation team is operating in lockstep and achieves the goal of a satisfied and referenceable customer. 

They will also help manage customer expectations relative to timing, deliverables, functionality, and a variety of issues that often arise in complex solutions that involve multiple growth products.

 

Key Responsibilities

• You are responsible for becoming experts in customer use cases, needs, and business outcomes to proactively identify how our products, services, and value proposition can best drive and support our customers’ journey.
• You will develop an understanding of Tungsten Automation Corporation e-invoicing services to provide high value-add advice to customer stakeholders at all levels.
• You will be serving as the customer’s service delivery expert, ensuring that profile setup is congruent with customer-defined project and business process goals
• You will drive best practices and adoption of Tungsten Automation Corporation solutions at all stages of the customer journey while building high customer satisfaction, maximizing the value of customer investment, and converting them to Tungsten Automation Corporation promoters.
• You will also act as the voice of your customers internally at Tungsten Automation Corporation, providing feedback and insights on how Tungsten Automation Corporation can better serve our customers.
• You will collaborate with the sales team on account strategy development for assigned customers, understanding and defining customer vision and strategy for maximizing their investment in Tungsten Automation Corporation products
• You will monitor operational performance against key KPIs to ensure all services are delivered and supported within the parameters set out in the contract. Act as an escalation point, coordinating resources as required to restore the customer’s satisfaction level
• Where applicable, work with internal teams to ensure customer contacts are educated and trained on how the service operates to make the best use of the network.
• Manage ongoing operational aspects as a result of an active supplier enrollment program and /or campaigns, maximizing customer investment and accelerating time-to-value. Ensuring that necessary documentation is complete, current, and stored appropriately
• Feedback suggested product enhancements and new countries for Product Management
• Where applicable, create a joint success plan (JSP) with customers and internal Tungsten Automation Corporation account teams.
• Drive adoption of Tungsten Automation Corporation e-invoicing products, maximizing customer investment and accelerating time-to-value.
• Act as a trusted/strategic advisor to each customer helping to drive the continued value of our products and services, while you provide thoughtful leadership, possibly challenging business and technical stakeholders.

Qualifications

• At least 3 years’ experience in a Customer Success Manager role or similar.
• General knowledge and experience with SaaS/P2PSolutions, and the demonstrated ability to learn and understand eInvoicing software products and business solutions.
• Solid experience, either technical or business, related to Financial process automation or Intelligent automation.
• Excellent listening, communication, and presentation skills with strong ability to work collaboratively across the organization and obtain positive visibility and credibility quickly at the Executive level. Ability to influence through persuasion, negotiation, and consensus building.
• Business level English mandatory, as well as other required languages based on Geographic assignment (German, French)

Skills and Knowledge Required

• Has Customer Success, Presales, and Professional Services experience
• Strong team and training skills and experience
• Project Management experience for large enterprise accounts, a bonus
• Track record of becoming a trusted advisor to customers and experience in managing key customer relationships within a customer success-type role
• Able to interact well with multiple internal disciplines (PS, TS, Products and Sales)
• Can understand and communicate Tungsten Automation Corporation 2-invoicing offerings
• Has strong communication and problem-solving skills
• Has negotiation and “peacekeeping” skills
• Must be able to manage multiple customers simultaneously
• Has outstanding verbal and written communication abilities.
• Must have an outbound/customer-facing demeanor and the confidence to interact with Senior Management and Customers at senior & junior level
• Have data-centric mentality
• Aptitude to think technically

 

Tungsten Automation Corporation, Inc. is an Equal Opportunity Employer M/F/Disability/Vets

 

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.