Manager, Customer Success

hace 1 mes

Norte, Colombia Tipalti A tiempo completo

We are looking for a talented Customer Success 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.

In this role, you will be responsible for:

  • Partner with CS Leadership to define and execute Tipalti’s success strategy.
  • Hire, coach, and mentor a diverse team of talented CSMs team 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.

About you

  • Bachelor’s Degree required.
  • Proven relevant work experience with 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.
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