Associate Customer Success Manager (Remote - US or Canada, East Coast Preferred)

Jaggaer•Durham, NC

15d•Remote

About The Position

JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base. With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries. Our 1,300+ global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses. For more information, visit www.jaggaer.com JAGGAER’s Customer Success Program aims to help our customers achieve their desired outcomes (value realization) with our solutions. When customers succeed, JAGGAER benefits through increased customer retention (i.e., reduced churn), solution expansion, and positive references. The Associate Customer Success Manager (Junior CSM) is a customer-facing role within JAGGAER’s Customer Operations group, supporting customers with a focus on value realization and maximizing adoption of JAGGAER products. This role mirrors the responsibilities of a Customer Success Manager but with slightly lower expectations, providing support and guidance while developing expertise in customer success practices.

Requirements

Bachelor’s degree or equivalent experience in Customer Success, Account Management, or Project Management.
SaaS competencies, including understanding of software, hardware, and networks.
Strong communication and interpersonal skills.
Ability to work independently and take initiative under guidance.
Highly motivated, goal-oriented, and eager to learn.
Ability to develop and maintain expertise in JAGGAER’s software solutions.

Responsibilities

Foster Customer Relationship
Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging the solution to achieve full business value
Establish periodic touchpoints to ensure customers are informed, engaged, and solicit general feedback.
Address customer inquiries, manage obstacles, and identify ways to drive additional value for customers.
Ensure Customer requests are escalated to the relevant teams
Define Success
Gain knowledge of customer business goals to ensure alignment with product and feature recommendations
Develop a Success Plan aligned with customer business objectives
Set adoption targets
Assess Value
Proactively analyze usage, adoption, and value KPIs using standard/custom dashboards and reports
Create and present Solution Assessments to customers
Maximize Solution Adoption
Advise on solution optimization to meet business objectives
Provide insights on benchmarks and best practices
Engage customers and provide consultative guidance following software releases
Continuously grow and maintain your solution expertise
Contribute to Customer Retention and Growth
Actively work to ensure customer retention
Proactively identify areas of growth