Associate Customer Success Manager

Billtrust US Careers•Nashville, TN

13d•$70,000 - $80,000•Remote

About The Position

Associate Customer Success Manager The Associate Customer Success Manager’s primary responsibility is to engage with customers and build the relationship into a mutually beneficial and profitable partnership, with a focus on driving customer satisfaction. The Associate CSM will work with customers and internal stakeholders making sure that customer inquiries and needs are addressed in a timely and satisfactory manner. 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: 0-1+ years experience in management consulting and/or value selling (could have been working in internal strategy/consulting departments) Experience working with C-Level executives in supporting and providing them advice and presenting analysis to sustain your advice 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) Ability to show value to our customers by presenting periodic business reviews. 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 The expected base salary range for this position is $70,000- $80,000 annually. Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for extra incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process. Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Billtrust, we celebrate and support diversity and are committed to creating an inclusive environment for all employees. So, if your experience aligns but doesn't exactly match each and every qualification, apply anyway. You may be exactly what we are looking for!

Requirements

0-1+ years experience in management consulting and/or value selling (could have been working in internal strategy/consulting departments)
Experience working with C-Level executives in supporting and providing them advice and presenting analysis to sustain your advice
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)
Ability to show value to our customers by presenting periodic business reviews. 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

Nice To Haves

Preferably experience working in roles that had a strong technology component (that at least required an understanding of the impact technology can have)

Responsibilities

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

Benefits

Work from Anywhere: Your home, a coffee shop, a company paid WeWork .... you decide!
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.
Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge.
Sabbatical: A paid leave to reward longevity and commitment to Billtrust.
Paid Parental Leave: To promote parent-child bonding and increase gender equity at home and in the workplace.
Opportunities for Growth: Professional development can take many shapes. Join one of our seven ERGs or participate in our Mentor-Mentee, and Leadership development programs- we foster an environment where all employees can grow.
Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and CEO Excellence Awards, our employees are recognized for hard work and outcomes achieved.
Benefits: Medical, dental, vision, 401(k) with company match, short-term and long-term disability, flexible spending accounts, HSA, and life, cancer, and AD&D insurance.
Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.