Customer Success Manager

SD Solutions is looking for a talented **Customer Success Manager** to step onto a fintech unicorn rocketship

Company offers a hybrid format of work: (hybrid office visit - 3 days in the office/2 remote). The office is located in Edificio Select, Cra. 29c, El Poblado, Medellín, Antioquia, Colombia.

As a Customer Success Manager, you will be crucial in ensuring our customers achieve their desired outcomes with our products/services. You will be our customers' primary point of contact, responsible for creating raving Tipalti fans by building and maintaining strong, long-lasting relationships. Your focus will be on the health of your customer relationships, experience, engagement, adoption, retention, and product expansion with our customers. In this role, you will proactively reach out to your assigned accounts, set benchmarks and milestones, present business reviews, product solutions, review product usage, product releases, enhancements, discuss feedback, suggest new products that will enhance their existing capabilities where we can, and make suggestions to improve the overall customer experience.

**Responsibilities**:

- Develop and maintain strong relationships with a portfolio of 150+ clients during each stage of their journey after implementation, assisting with and continuing through full adoption and beyond. This includes rolling out new features and enhancements, integrations, growing and expanding, and focusing on the customer’s experience.
- Become an expert in our products/services, stay up-to-date with product enhancements, and be a consultant and share best practices with customers.
- Drive brand loyalty, customer satisfaction, and advocacy
- Owner and primary point of contact for our customers, monitoring customer accounts to identify areas of improvement and proactively address any issues or concerns, and act as a point of escalation for customer issues and ensure a timely resolution
- 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
- Work closely with Sales, Sales Expert(s), Solutions Consultants, Implementation, Support, Product, and Marketing to proactively collect, receive, share, and action on feedback to drive collaboration and adoption.
- Use data to prioritize and change prioritizations internally across the organization to help drive an exceptional customer experience.Provide mentorship, coaching, and help with onboarding new and existing team members.

**Requirements**:

- **2+ years** of customer success or account management experience, preferably in the Fintech space.
- ERP experience, accounts payable, **ChurnZero, Zendesk, Salesforce, Jira, analytic reporting,**and **CSM** tool experience are a plus
- Strong understanding of the fintech industry and our products/services
- Exceptional communication and interpersonal skills
- Highly organized with excellent oral and written communication skills
- High level of enthusiasm, initiative, commitment, and professionalism
- Ability to build compelling value-driven client-facing presentations
- Ability to gather complex requirements and work with a team to design a solution
- Ability to engage with all levels in an organization, from the CEO, CFO, Accountant, etc.
- Previous Project Management role or skills are 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 CIMAThorough knowledge of basic accounting procedures and principles.

**About the company**:
Tipalti is transforming finance and helping the hottest companies grow and scale their global finance operations. We’re also growing through a sustainable business model and looking to remove days of finance work every week so business leaders can focus on building a future-proofed, best-in-class finance operation. World-changing businesses like Amazon, Twitch, Twitter, and Roblox use Tipalti to automate and scale their finance operations. The only way we can continue to support companies looking to transform their FinOps functions through our platform is with great people. 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.