Customer Success Manager

Location US-NC-Morrisville

Job ID 2024-3720

Category Customer Success

Type Regular Full-Time

Overview

ABOUT JAGGAER:

JAGGAER is leading the Autonomous Commerce revolution, a self-governing B2B commerce experience between buyers, suppliers, things (IoT), and partners. Leveraging AI and machine learning, our intelligent procurement solutions provide enterprise buyers and suppliers with smart-match recommendations that align buyer needs with supplier capabilities. Our solutions autonomously execute many repetitive, behind-the-scenes tasks to facilitate enterprise commerce. We are over 1,250 employees strong: all focused on customer success. For more information, visit www.jaggaer.com

WHAT WE ARE LOOKING FOR:

JAGGAER’s Customer Success Program is in place to ensure our customers are achieving their desired outcomes (value realization) with the use of our solutions. When customers are successful JAGGAER benefits through increased customer retention (i.e. reduced churn), solution expansion, and positive references. The Customer Success Manager (CSM) is a highly visible, customer facing role within JAGGAER’s Customer Engagement group.

As a CSM, you proactively engage with a portfolio of high-touch, strategically important customers and leverage your ability to develop customer relationships to promote solution value and customer retention. Additionally, you assist customers to identify and report measurable value and to recommend ways to achieve that value via the solutions JAGGAER offers. The ideal candidate utilizes a consultative approach and enjoys achieving results to complex business challenges.

Principal Responsibilities

ROLE RESPONSIBILITIES:

• Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging the solution to achieve full business value.


• Gain knowledge of customer business goals to ensure alignment with product and feature recommendations.


• Create reports, analyze data, and provide suggestions based on findings.


• Create and present operational Business Reviews to customer stakeholders.


• Proactively engage customers to review solution-relevant themes and provide consultative guidance following scheduled software releases.


• Develop Value Achievement Plans to drive usage and positive outcomes.


• Align with sales resources to identify opportunities for growth and expansion.


• Address customer inquiries, manage obstacles, and identify ways to drive additional value for customers.


• Maintain customer health records to drive account management decisions.


• Establish periodic touchpoints to ensure customers are informed, remain engaged, and solicit general feedback.


• Develop campaigns to educate and inform customers about important features, tips, and best practices.

Position Requirements

WHAT YOU WILL BRING:

• Bachelor's degree or equivalent experience with proven Customer Success, Account Management or Project Management skills required to create, maintain, and enhance customer relationships.


• Experience developing reports and analyzing data.


• Proven strong consulting skills required.


• SaaS competencies (general understanding of software, hardware, networks, etc.)


• Ability to work independently taking initiative to follow through and take ownership of all aspects of client management including reporting, managing client expectations, driving tasks, and issues to resolution.


• Capable in the areas of business process orientation, hands-on client relationship and client services.


• Strong communication skills, ability to create and present client communication and analysis in all formats: verbal, presentation, email, written documents.

• Consistent high customer health ratings for your portfolio of customers


• Customers consider you a trusted advisor with both product and business acumen


• You have created a “brand” that puts you in demand for assignment of new customers


• Other CSM Team members consider you a collaborative member of the Team


• You deliver innovation on how to make our customers successful


• Develop and maintain proficiency in JAGGAER's software solutions, solution methodologies, and core technologies


• Motivated, action & goal oriented, persistent, interpersonal, consultative, multi-tasking and problem-solving skills

We strive to support our Rockstar’s & their families. Your health & wellbeing are important. JAGGAER offers a variety of programs to help you manage your overall wellness and be your best self.

At JAGGAER you’ll find great medical plans, adoption benefits, wellness reimbursement, generous parental leave, 401(k) match, a flexible work environment, no limit vacation days for exempt employees and much more!

OUR VALUES:

Our values are at the core of who we are at JAGGAER. You will see these values entrenched in how we support our customers, work with team members, build our products, and in the culture we’ve created.

Passion: Our team is passionate about the work we do and the impact we’re making.

Humility: We respect and learn from our teammates in pursuit of the larger company mission – to simplify procurement with a relentless customer focus.

Empathy: We constantly seek to understand the perspectives of teammates, customers, partners, and other community members.

Transparency: We’re clear about our plans, processes, and goals, so nothing surprises us.

Accountability: We measure ourselves against the expectations of our customers and stakeholders, as well as our community at large.

EEO:

JAGGAER is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based upon race, ethnicity, ancestry, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, or other applicable legally protected characteristics.

ACCESSIBILITY:

JAGGAER is committed to providing access and reasonable accommodation to applicants. If you are a qualified individual with a disability or a disabled veteran and you think you may require an accommodation for any part of the recruitment process, please send a request to: hr@jaggaer.com All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Pay Transparency Nondiscrimination Provision (dol.gov)

Know Your Rights: Workplace Discrimination is Illegal (dol.gov)

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