Sr Customer Success Manager

Il y a 6 mois

Gent, Belgique iController Temps plein

The Sr Customer Success Manager’s primary responsibility is to engage strategic customers and build the relationship into a mutually beneficial and profitable partnership, with a focus on driving customer satisfaction. You will define, quantify and analyze relationships with strategic customers so that their success is not left up to chance. The Sr CSM shall have regular contact with multiple key customers and work internally with cross functional departments in representing the voice of the customer, to actively resolve concerns and accommodate reasonable requests. To be successful in this role, all customer communication, both oral and written, with key stakeholders at strategic customers will be accurate and informative. Additionally, as the main point of contact for a customer, the Sr CSM will understand the customer's business and needs and will focus efforts on tasks that result in higher customer satisfaction and retention.

**What You'll Do**:

- Work directly with a portfolio of customers to define success and drive adoption and value
- Help our customers identify, frame and realize value out of using Billtrust
- Develop a deep understanding of customer needs, use cases, and objectives to ensure that the Billtrust platform is properly leveraged to achieve them
- Assist customers in driving user adoption and change management within their organization
- Build and maintain strong relationships with all key customer stakeholders
- Monitor and report on the overall well-being of customers, tracking key health and usage indicators
- Serve as a point of escalation for key customer issues and ensure swift resolution
- Drive customer advocacy through case studies and references
- Ensure high customer satisfaction and retention
- Evangelize the capabilities of the Billtrust platform, identifying opportunities for further growth within customers while working collaboratively with the account team to position upsells
- Work with the services teams to facilitate the onboarding of new customers

**What You'll Bring to the Team**:

- Experience working with C-Level executives in supporting and providing them advice and presenting analysis to sustain your advice
- 5+ years’ experience in management consulting and/or value selling (could have been working in internal strategy/consulting departments)
- Understanding of key Financial Services and technology trends
- Understanding and hands on experience working in large/complex opportunities or working at/with large and complex companies (where it was required to manage multiple agendas and stakeholders)
- Ability to understand complex scenarios and business operations using limited information and able to extrapolate recommendations on path forward and key set of initiatives for executives to consider
- Preferably: experience working in roles that had a strong technology component (that at least required an understanding of the impact technology can have)
- It is critical to be proactive and have a collaborative attitude
- We work in a fast pace and dynamic environment, so you need to make things happen
- Able to influence and drive others when working in a virtual team environment

**What You'll Get**:

- **Work hybrid**:We have really nice offices to work from, but you can also regularly work from anywhere you like. #LI-Hybrid
- **A Culture that Lives its Values**: Our values are not just words or window dressing, they guide our decisions - big and small - each and every day.
- **Flexible Working Hours**:We support your lifestyle
- the results are what count.
- **Opportunities for Growth**: Professional development can take many shapes. From ERGs like Women in Tech and DE&I, to Mentor-Mentee, Leadership, and High-Potential Programs, we foster an environment where all employees can grow.
- **Recognition**:From Billtrust Bucks and Gongings to Culture Champion and Founders Awards, our employees are recognized for hard work and outcomes achieved.
- **Minimal Bureaucracy**:An entrepreneurial environment of ownership and accountability allows you to get work done.
- **Unique Individuals**:We understand Diversity and Equal opportunities as enrichment for our future-oriented work at Billtrust. With us, teams are balanced and diverse. Because each of us is unique, and we appreciate bringing together different personalities and talents.
- **Benefits**: Country specific perks and fringe benefits

**Who We Are**:
For more than 20 years, we have achieved remarkable success and we attribute our growth to our people and culture. We encourage employees to have autonomy, think creatively, share ideas - even with our CEO - and to challenge the status quo every day.

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