Customer Success Manager

4 weeks ago

Singapur, Singapore Ivalua Full time

CUSTOMER SUCCESS MANAGER- Singapore (M/F)


Ivalua is a leading provider of cloud-based procurement solutions globally. 

THE OPPORTUNITY

As a Customer Success Manager, you’ll play a critical role in ensuring that our customers are
successful and getting value out of the Ivalua platform. You’ll manage a portfolio of
customers as their solutions are implemented and rolled out. In this role, you’ll be responsible
for increasing user adoption, measuring success, and addressing roadblocks if they come up.
Being a people person is a necessity for this position. You’ll often find yourself traversing
between business and technology topics.


WHAT YOU WILL DO WITH US

Build and strengthen client relationships by developing success plans and executing
those plans in a timely and organized manner.Track KPIs for clients assigned to ensure full knowledge of your customers and be
proactive on addressing any adoption issues identified through these KPIs.Ensure smooth, on-time, enlarged Renewals with Upsell. Reduce churn to the minimum.Determine, qualify, and co-realize Upsell on the assigned accounts with Sales.Proactive and regular monitoring of the relationship between Ivalua and its customers,
in order to anticipate and deal with any reason for dissatisfaction and to pilot an
improvement action plan.Manage client expectations and desired outcomes using strong leadership, project
management, presentation skills, and business acumen.The primary point of escalation for account issues, following through on resolution by
Partners, Professional Services, Sales, and/or Maintenance teamsAct as the Ivalua client advocate for assigned book of clients, ensuring key decision-
makers understand the value of Ivalua.Proactively help the client meet their business objectives by becoming a true partner
who can help educate and guide the client through business transformations and
ensure the clients receive the value they are expectingCoordinate and manage regularly scheduled meetings with clients to ensure day-to-
day operations run as expected and that special projects and product implementations
run smoothly.Report client status to all levels of the organization using both qualitative and
quantitative measures.Demonstrate the best-practices solution to make the case for an expansion of modules
licensed and to show opportunities for improvementCapture, coordinate, and track client feature requests with the Product Team

YOUR PROFILE

If you have the below experience and strengths this role could be for you.


Skills and Experience

Experience of 5+ years in a similar position, ideally at a SaaS company or in the
software industryExcellent understanding of the customers business or industry, its services
Effective communication, negotiation, and interpersonal skillsExceptional attention to details, talents for accuracy and precisionHave a calm manner and be able to work under pressure to cope with rapidly
change demands and prioritiesYour personality will make the difference: commitment, involvement, autonomy,
strength of proposal, organizational capacity, analytical and synthesis spiritVery organized and rigorous, you are anxious to keep the commitments that you
have agreed with the customers, and to inform them regularly of the progress of
their requests when it is necessary.Ability to drive continuous improvement of Client Services across the company by
helping to create a culture focused on customer success (Marketing, Product, Sales,
Finance, Executive)Functional expertise in at least one of the following areas: Procurement, Sourcing,
Supplier Risk, or Accounts Payables

SOFT SKILLS:

Fluent in EnglishPeople Person and Relationship BuilderMaster CommunicatorProblem-SolverExcellent negotiating skillsPerson of High IntegrityPreferred Education: Bachelor (BS) degree in Computer Science, Software Engineering, or a
closely related field

WHAT WE CAN DO FOR YOU
An innovative and stimulating work environment
Great training and career development
You will work with a diverse and global team made up of exceptionally passionate,
talented and motivated colleagues who are established leaders in their field
Regular social events, team sports or musical activities (under normal conditions)
We pride ourselves in customer experience, Agility, Pragmatism, Positive attitude and
enthusiasm, Team play, Continuous learning and Improvement and accountability. 
Ivalua received the Happy @ work France and Germany 2020.

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