Customer Success Manager
AvidXchange
•
Charlotte, NC
Company
AvidXchange
Location
Charlotte, NC
Type
Full Time
Job Description
About AvidXchange
AvidXchange is a leading provider of accounts payable ("AP") automation software and payment solutions for middle market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone that works here, they'll tell you our people are at the core of who we are. We are all entrepreneurs who love to innovate and win with a passion for serving our customers. While we take personal ownership of our everyday work, we recognize that we only win as a team.
Since our founding in 2000 in Charlotte, NC, we've created a company of over 1,600 teammates working in one of our 7 offices across the U.S., or remotely. We're building more than a tech company - we're building an experience. We remain committed to a culture where you can fully be 'you' - connected with others, chasing big goals and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you'll tell for years, you've come to the right place.
AvidXchange is proud to be Certified™ as a Great Place to Work®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years - that AvidXchange is a Great Place to Work®.
JOB OVERVIEW
The Customer Success Manager is a highly strategic role that is responsible for engaging with
our customers and acting as a trusted advisor to a portfolio of customers. In this role you
will be tasked with building strong partnerships, driving adoption of our products/solutions
and ensuring our customers realize value from their investment. Customer Success
Managers focus on retaining buyer customers by ensuring satisfaction with our products
and services.
JOB RESPONSIBILITIES• Build and maintain lasting relationships with a set book of business• Facilitate business reviews, regular health checks, and other customer touch points• Monitor and manage, customer health, customer adoption, retention and annual
recurring revenue• Work cross-functionally to manage and drive resolution to customer escalations• Conduct product and process trainings for assigned customers on an as needed basis• Identify and execute opportunities for product optimization sessions• Be the voice of the customer by facilitating streamlined communication to
customers, communicate cross-customer trends in experience, amplify customer
escalations across teams internally, and collaborate with Customer Advocacy and
other cross functional teams to improve the overall customer experience.• Create joint customer success plans with new and existing buyers to ensure customer satisfaction and retention • Scope opportunities with assigned customers and pass those opportunities to Strategic Sales team • Identify and present retention and growth opportunities to customers
EXPERIENCE, QUALIFICATIONS & SKILLS
Required Experience, Qualifications, and Skills• 3 years customer management experience preferably in Software as a Service Solution,
Cloud and Subscription based products• Prior experience successfully working cross-functionally to achieve shared goals• Proven track record of successfully prioritizing tasks in a fast-paced environment• Strong Excel and Microsoft Suite experience• Strong written and verbal consultative communication skills
Preferred Experience, Qualifications, and Skills• Typically requires a University Degree or equivalent experience and minimum 3
years prior relevant experience• Software as a Service (SaaS) Customer Success experience• Experience in successfully managing complex projects• Accounts payable experience• Accounting system software experience• Strong organization and time management skills• Passionate about working with customers• Comfortable and proficient with managing conflict and working with diverse
populations• Self-motivated, team-oriented, very responsible and focused on exceeding client
expectations• Ability to perform comfortably in a high-intensity deadline-oriented work
environment is a must-have
Equal Employment Opportunity
AvidXchange is an equal opportunity employer.AvidXchange is committed to equal employment opportunity in accordance withapplicable federal, state, and local laws. AvidXchange will not discriminateagainst applicants for employment on any legally recognized basis. Thisincludes, but is not limited to veteran status, race, color, religion, sex,sexual orientation, gender identity, gender expression, national origin, ageand physical or mental disability.
Other details
Apply Now
AvidXchange is a leading provider of accounts payable ("AP") automation software and payment solutions for middle market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone that works here, they'll tell you our people are at the core of who we are. We are all entrepreneurs who love to innovate and win with a passion for serving our customers. While we take personal ownership of our everyday work, we recognize that we only win as a team.
Since our founding in 2000 in Charlotte, NC, we've created a company of over 1,600 teammates working in one of our 7 offices across the U.S., or remotely. We're building more than a tech company - we're building an experience. We remain committed to a culture where you can fully be 'you' - connected with others, chasing big goals and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you'll tell for years, you've come to the right place.
AvidXchange is proud to be Certified™ as a Great Place to Work®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years - that AvidXchange is a Great Place to Work®.
JOB OVERVIEW
The Customer Success Manager is a highly strategic role that is responsible for engaging with
our customers and acting as a trusted advisor to a portfolio of customers. In this role you
will be tasked with building strong partnerships, driving adoption of our products/solutions
and ensuring our customers realize value from their investment. Customer Success
Managers focus on retaining buyer customers by ensuring satisfaction with our products
and services.
JOB RESPONSIBILITIES• Build and maintain lasting relationships with a set book of business• Facilitate business reviews, regular health checks, and other customer touch points• Monitor and manage, customer health, customer adoption, retention and annual
recurring revenue• Work cross-functionally to manage and drive resolution to customer escalations• Conduct product and process trainings for assigned customers on an as needed basis• Identify and execute opportunities for product optimization sessions• Be the voice of the customer by facilitating streamlined communication to
customers, communicate cross-customer trends in experience, amplify customer
escalations across teams internally, and collaborate with Customer Advocacy and
other cross functional teams to improve the overall customer experience.• Create joint customer success plans with new and existing buyers to ensure customer satisfaction and retention • Scope opportunities with assigned customers and pass those opportunities to Strategic Sales team • Identify and present retention and growth opportunities to customers
EXPERIENCE, QUALIFICATIONS & SKILLS
Required Experience, Qualifications, and Skills• 3 years customer management experience preferably in Software as a Service Solution,
Cloud and Subscription based products• Prior experience successfully working cross-functionally to achieve shared goals• Proven track record of successfully prioritizing tasks in a fast-paced environment• Strong Excel and Microsoft Suite experience• Strong written and verbal consultative communication skills
Preferred Experience, Qualifications, and Skills• Typically requires a University Degree or equivalent experience and minimum 3
years prior relevant experience• Software as a Service (SaaS) Customer Success experience• Experience in successfully managing complex projects• Accounts payable experience• Accounting system software experience• Strong organization and time management skills• Passionate about working with customers• Comfortable and proficient with managing conflict and working with diverse
populations• Self-motivated, team-oriented, very responsible and focused on exceeding client
expectations• Ability to perform comfortably in a high-intensity deadline-oriented work
environment is a must-have
Equal Employment Opportunity
AvidXchange is an equal opportunity employer.AvidXchange is committed to equal employment opportunity in accordance withapplicable federal, state, and local laws. AvidXchange will not discriminateagainst applicants for employment on any legally recognized basis. Thisincludes, but is not limited to veteran status, race, color, religion, sex,sexual orientation, gender identity, gender expression, national origin, ageand physical or mental disability.
Other details
- Job Family Customer Service and Operations
- Job Function Customer Relationship Management
- Pay Type Salary
- Employment Indicator Professional
Apply Now
Date Posted
10/24/2022
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