Tipalti | Customer Success Leading Manager
hace 3 semanas
On behalf of Tipalti , SD Solutions is looking for a talented Customer Success Leading Manager to step onto a fintech unicorn rocketship
This is a unique opportunity to join a fast-growing organization and have a hand in expanding the Customer Success (CS) Team footprint. In this role, you will be responsible for growing and managing a team that will own the experience, engagement, adoption, retention, and expansion of our product with our low-touch and scaled/digital customers. You will work closely with your team to maintain a deep understanding of account-specific requirements, be champions for our clients, and strive to enhance both their experience and success. The Manager is responsible for leading a team, with the ability to drive exceptional customer relationships and build strong teams while also being a master motivator and an exceptional analytical thinker.
Responsibilities:
- Partner with CS Leadership to define and execute Tipalti’s success strategy.
- Hire, coach, and mentor a diverse team of talented CSMs to manage the relationships of our customers throughout the customer lifecycle.
- Set expectations and goals and manage priorities for your direct reports to contribute to team objectives.
- Define processes to plan, prioritize, execute, and measure success for CS initiatives. Prepare weekly, monthly, and quarterly reports, identify trends, make improvements, and encourage praise for meeting goals.
- Drive and measure key CS metrics, such as customer sentiment, customer retention rates, upsell/cross-sell opportunities, advocacy, and referrals, and develop strategies to improve these metrics.
- Manage clients during multiple stages of their product journey including rolling out new features, enhancements, integrations, and from ramping to full adoption.
- Track/assess onboarding, ramping, learning, and enablement (e.g., Mock calls, Live Client Calls - provide coaching and feedback).
- Collaborate with Sales, Solutions Consultants, Customer Onboarding, Customer and Engineering Support, Product, and Marketing to proactively collect, receive, share, and drive action on feedback received.
- Partner with other CS leaders to positively impact productivity, streamline key organizational changes, create leadership alignment, and define and accelerate process improvements to enable vision and success.
- Handle customer escalations, providing solution-oriented results to drive customer revenue and use them as coaching opportunities to further develop the team’s skillset.
- Become an expert in our products/services and stay up-to-date with product enhancements, being a consultant, and sharing best practices with customers.
- Drive brand loyalty, customer satisfaction, and advocacy.
- Uncover growth opportunities in your portfolio through upsells and cross-sells.
- Focus on net dollar retention and churn prevention with a north star of Customer experience, advocacy, and loyalty.
Requirements:
- Bachelor’s Degree required.
- 10+ years of relevant work experience with 3-5+ years of experience in a Manager role in Customer Success and/or Account Management, within a consumption-based model and in the financial space.
- Prior experience excelling in a fast-paced startup or tech environment.
- Prior experience in digital touch or 1-to-many strategies to scale customer experience and engagement.
- Strong interpersonal skills and demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization.
- Empathetic, positive attitude with a desire to help our customers reach their goals.
- Experience with reporting and analyzing data, as well as delivering action plans against these results.
- ERP, accounts payable, and fintech experience is a plus.
- Zendesk, Salesforce, and CSM tools (Churnzero, Gainsight, Totango) experience is a plus.
- Thorough knowledge of basic accounting procedures and principles. CPA/Accounting experience preferred.
- Part-qualified or qualified experience within an accounting practice or commercial accounting department.
- Relevant accounting certification (part or fully qualified), including but not limited to CPA, ACA, ACCA, or CIMA.
About the company:
It is a global payables automation platform that provides a cloud solution to scale and automate global payables operations. The startup has already raised $565M funding.
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