Tipalti | Customer Success Leading Manager

hace 3 meses

Medellín, Colombia SD Solutions A tiempo completo

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:

  1. Partner with CS Leadership to define and execute Tipalti’s success strategy.
  2. Hire, coach, and mentor a diverse team of talented CSMs to manage the relationships of our customers throughout the customer lifecycle.
  3. Set expectations and goals and manage priorities for your direct reports to contribute to team objectives.
  4. 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.
  5. 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.
  6. Manage clients during multiple stages of their product journey including rolling out new features, enhancements, integrations, and from ramping to full adoption.
  7. Track/assess onboarding, ramping, learning, and enablement (e.g., Mock calls, Live Client Calls - provide coaching and feedback).
  8. 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.
  9. 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.
  10. Handle customer escalations, providing solution-oriented results to drive customer revenue and use them as coaching opportunities to further develop the team’s skillset.
  11. Become an expert in our products/services and stay up-to-date with product enhancements, being a consultant, and sharing best practices with customers.
  12. Drive brand loyalty, customer satisfaction, and advocacy.
  13. Uncover growth opportunities in your portfolio through upsells and cross-sells.
  14. Focus on net dollar retention and churn prevention with a north star of Customer experience, advocacy, and loyalty.

Requirements:

  1. Bachelor’s Degree required.
  2. 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.
  3. Prior experience excelling in a fast-paced startup or tech environment.
  4. Prior experience in digital touch or 1-to-many strategies to scale customer experience and engagement.
  5. Strong interpersonal skills and demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization.
  6. Empathetic, positive attitude with a desire to help our customers reach their goals.
  7. Experience with reporting and analyzing data, as well as delivering action plans against these results.
  8. ERP, accounts payable, and fintech experience is a plus.
  9. Zendesk, Salesforce, and CSM tools (Churnzero, Gainsight, Totango) experience is a plus.
  10. Thorough knowledge of basic accounting procedures and principles. CPA/Accounting experience preferred.
  11. Part-qualified or qualified experience within an accounting practice or commercial accounting department.
  12. 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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