Customer Success Manager

<p class="MsoNormal"><b><span style="font-size:11pt;font-family:Calibri, sans-serif;">Welcome to GEP</span></b></p><p><b></b></p><b></b><p class="MsoNormal"><b><span style="font-size:11pt;font-family:Calibri, sans-serif;"> </span></b></p><p class="MsoNormal"><b><span style="font-size:11pt;font-family:Calibri, sans-serif;">Who We Are</span></b></p><p><b></b></p><b></b><p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri, sans-serif;">GEP, with over 30 offices internationally, is the fastest growing procurement and supply chain solutions firm – consulting, software and managed services. GEP has succeeded by being smart and creative; solving complex problems and finding opportunities for the world’s largest organizations.</span></p><p></p><p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri, sans-serif;"> </span></p><p class="MsoNormal"><b><span style="font-size:11pt;font-family:Calibri, sans-serif;">How You Grow at GEP</span></b></p><p><b></b></p><b></b><p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri, sans-serif;">We recognize people who make a genuine difference, work hard and drive achievements. Results are noticed and rewarded. It’s how you will grow a career at GEP, and in a much shorter time frame than at other firms.</span></p><p></p><p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri, sans-serif;">Celebrating Everyone</span></p><p></p><p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri, sans-serif;"> </span></p><p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri, sans-serif;">GEP succeeds through the ideas and creativity of our team members so we embrace people of all experiences, nationalities, abilities, cultures, races, gender identities, sexual orientations and ages. What makes you unique and different is celebrated and will help GEP stand out even more. And we are a women-founded and -owned company so our foundation is making GEP a great place to work for women, a place where women can learn, advance and give back.</span></p><p></p><p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri, sans-serif;"> </span></p><p class="MsoNormal"><b><span style="font-size:11pt;font-family:Calibri, sans-serif;">Are You One of Us?</span></b></p><p><b></b></p><b></b><p class="MsoNormal"><b><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Responsibilities: </span></b></p><p><b></b></p><b></b><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Manage and maintain strong relationships with key customers, ensuring a high level of customer satisfaction and retention </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Drive cross-sell and upsell initiatives to expand the use of our products within existing customer accounts </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Proactively assess customer health, drive adoption and mitigate retention risks ensuring cross-functional alignment on customer outcomes and long-term success. </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Collaborate with Sales and Marketing teams to develop strategies for identifying and capitalizing on cross-sell opportunities </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Act as a trusted advisor to customers, providing insights and recommendations to help them maximize the value of our products </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Partner with the Product and Engineering teams to communicate customer feedback and influence future product developments </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Lead value-based quarterly business reviews (QBRs) with key customers, presenting metrics, insights and future roadmaps to drive continued success </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Proactively manage customers’ satisfaction and service delivery by anticipating potential service problems and monitoring satisfaction </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Understand client business requirements, propose and negotiate a technical solution and deliver solutions </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Translate client business requirements for internal technical team and ensure that the product/service is delivered to client per the requirements and timeline </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Display deep knowledge of GEP products and markets and is capable to deliver demos when needed </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Create Customer Success Plans, aligned to business objectives with key milestones and metrics. </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Key Metrics: CSAT, Retention, Revenue Growth, Advocacy and others </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Reports into Senior Director Customer Success - EMEA </span><p></p></li> </ul><p class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us"> </span></p><p></p><p class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us"> </span></p><p></p><p class="MsoNormal"><b><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Primary Skills (Must): </span></b></p><p><b></b></p><b></b><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">5-9 years of experience in Customer Success, Account Management, or a related field, with a proven track record of managing large customer accounts. </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Previous experience in customer success or account management role for a technology firm is strongly preferred </span><p></p></li> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Ability to leverage industry experience and customer insight to understand key business priorities and objectives that shape customer decision- making</span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Familiar with online procurement/sourcing tools including RFP, Auction, Contract Management, Spend Analysis and P2P </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Strong experience with SAAS business models, including renewals, cross-sell and upsell strategies </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Excellent communication, negotiation, and relationship-building skills, with a customer-centric approach </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Analytical mindset with the ability to assess customer data and translate it into actionable insights </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Experience working cross-functionally with Sales, Product and Marketing teams </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Efficient in MS Excel, Word & PowerPoint </span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Ability to travel as needed to meet customers and internal teams </span><p></p></li> </ul><p class="MsoNormal"> </p><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-us" style="font-size:11pt;font-family:Calibri, sans-serif;" xml:lang="en-us">Bachelor’s Degree required, Master’s in business or operations preferred </span><p></p></li> </ul>