AVP, Customer Success - North America

Sidetrade

2d•Remote

About The Position

About Sidetrade: Sidetrade is an AI company, listed on Euronext Growth, on a mission to revolutionize the way enterprises unlock value from their customers leveraging its Order-to-Cash Intelligence platform and its Data Lake. We’re proud of our 38 nationalities and these diverse perspectives drive our innovation, one team culture and a customer-first mindset. Sudetrade is positioned as a Gartner® Magic Quadrant™ Leader since 2022. We value passion over perfection. So, if you’re eager to learn and bring great energy, we want to hear from you. Be you. Grow with us. Curious about Sidetrade? Catch the Sidetrade Inside Out podcast. We are seeking a customer-oriented person, skilled in Order-to-Cash and leadership. As a Sidetrade’s AVP, CSfor North America, you and your team will be in charge of our enterprise clients based in these regions, driving adoption and helping customers achieve and sustain excellence within their Order-to-Cash space. The customers’ success leading to renewals, expansion, and advocacy.

Requirements

Experience as a Customer Success leader in SaaS Company, in the O2C / Fintech, or leadership experience in a consulting, advisory, or transformation role within Order‑to‑Cash, Working Capital, or Finance Transformation.
Demonstrated success in managing complex customer relationships and driving customer satisfaction, retention, and growth.
Strong leadership and team management skills, with the ability to motivate and inspire a team.
Strong client facing skills.
Strong problem-solving skills and the ability to handle challenging customer situations.
Passion for understanding customer needs and delivering an exceptional customer experience.
Ability to see the big picture and develop long-term strategies for customer success.
Track record of delivering measurable outcomes and achieving key business objectives.
Excellent team player with a natural ability to work across departments and influence stakeholders.
Excellent verbal and written communication and presentation skills.
Success working in a fast-paced environment with a rapidly growing company.
Bachelor's or Master's degree in Finance, Business Administration, Economics or relevant field.
Open to some travel to meet with customers.

Responsibilities

Manage and grow the Customer Success Team in charge of North America using Customer Success and leadership skills and good Order-to-Cash knowledge.
Be the main point of contact between the company and a set of named enterprise accounts.
Provide insights to customers and ensure that they get the most out of the Sidetrade solution(s) they use, leveraging Customer Success and Order-to-Cash experience.
Understand each customer’s outcomes by communicating with key stakeholders, analyze customer health metrics, and provide insights that will lead to success.
Understand and support the customers’ Order-to-Cash KPIs, strategic objectives and Credit Management landscape.
Be the voice of the customer when dealing with the other Sidetrade Departments (Product Management, Professional Services, Sales, Finance and Support).
Gauge customers' levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.
Lead, mentor, and develop a team of Customer Success Managers (CSMs) to ensure they meet performance goals and deliver high-quality support to customers.
Identify upsell and cross-sell opportunities and collaborate closely with the Sales team to support renewals and expansion opportunities.