Customer Success Manager

Customer Success Manager

Job Location : Hyderabad, Bangalore

POSITION OVERVIEW

The Customer Success Manager (CSM) sits within the Client Experience organization at e2open. The role is primarily responsible for an assigned segment of e2open’s key accounts to ensure overall health and to ensure customers see value in their solution(s). The CSM works closely with internal stakeholders and partners with Technical Account Managers, Enterprise Service Engineers, Customer Support teams, Sales and Professional Services to provide a seamless, exceptional experience for the customers that they are assigned. In this strategic role, the CSM interacts with senior leaders within e2open and the Customer account.

RESPONSIBILITIES:

• Oversee overall service health for assigned customer accounts and act as a strategic advisor and consultative partner

• Be an “executive” presence while interacting with senior leaders both internally and externally

• Understand how e2open solutions are deployed at each assigned account and the customer use case

• Have industry knowledge and be able to articulate value, ROI, and customer key measures of success

• Possess good working knowledge of primary product suite(s), for example Logistics, Global Trade Management, Supply etc.

• Leverage key data sets, reports, and dashboards to understand customer trends, visualize risk, and partner with internal stakeholders to mitigate

• Drive adoption for continued value realization and monitor usage trends

• Review customer accounts and understand the potential negative impacts of downtime/bugs/slowness may have to their business process and bottom line for the assigned customer base

• Advocate internally on behalf of the customer, ensuring e2open is easy for them to do business with

• Continually and proactively share best practices and thought leadership

• Manage customer expectations and minimize misalignment – be able to navigate tense and challenging customer situations through exceptional escalation and issue management

• Takes a proactive approach to establishing and nurturing the customer relationships

• Identify upsell and cross sell opportunities and partners closely with Account Support Director

• Ensure assigned customers are happy and “referenceable” accounts willing to speak on our behalf

QUALIFICATIONS AND EXPERIENCE:

• University diploma. Post-graduate diploma preferred. Education background in Science/Information Technology or equivalent and/or supply chain management experience preferred
• 5+ years of direct customer-facing working experience
• Excellent written and verbal communication skills, including ability to speak and write fluently in English
• Experienced presenter in customer meetings
• Can-do spirit and problem solver
• Excellent time management and organizational skills
• Ability to use data, metrics and analytics to assess progress and drive results
• Rigorous attention to detail
• Exceptional relationship builder
• Strategic thinker
• Ability to work in a team environment
• Comfortable working under deadlines and managing multiple priority customer cases
• Comfortable with risk mitigation and managing “hot” customers
• Comfortable interfacing with customers and senior colleagues within e2open

Technical skills:

• Working knowledge of Microsoft Office suite of tools – Excel, World, Outlook
• Some experience with Salesforce.com or equivalent CRM software

PHYSICAL REQUIREMENTS:

• General office environment and responsibilities requiring:
• Extensive use of the computer which involves viewing a monitor and keyboarding for most of the workday
• Placing and receiving phone calls

E2open is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

E2open participates in the E-verify program in certain locations, as required by law.