Customer Success Manager (Channel Partners)

Acumatica

11h•Remote

About The Position

Acumatica is a leading innovator in cloud ERP, providing cloud business management software that empowers small and mid-size businesses globally. Their suite of fully integrated business management applications, including Financials, Distribution, CRM, and Project Accounting, is built on robust cloud and mobile technology with a unique customer-centric licensing model. Acumatica's culture is described as casual and high-energy, valuing work/life balance, efficiency, simplicity, friendly customer service, and making a difference. The company offers exceptional professional and financial growth potential.

Requirements

5+ years of SaaS or ERP experience, preferably in Sales or Implementation or Support roles.
Located in Canada.
Must be bilingual in French and English (written and verbal).
Excellent oral & written and frictionless communication skills.
Work efficiently and effectively in a telecommuted world (mostly a distributed company).
Listen, ask questions, build consensus, de-escalate, solve ambiguous problems.
Enjoy coaching and teaching others how to excel as a customer success manager.
Experience with high-stakes account management, subscription renewals, churn/contraction mitigation, and expansion.
Passionate about driving customer satisfaction and making good business decisions.
Enjoy learning, be it new software, processes, or policies – and enjoy sharing that knowledge.
Learn quickly, are resourceful and self-directed, and can work independently.
Detail-oriented and organized.
Effectively interact with C-Level executives of 100+ employee companies.
Effectively manage tense situations and help bring them to an effective resolution.
Enjoy and are proficient at handling diverse workloads and can prioritize effectively.
Enjoy a dynamic work environment (continuously evolving and fast-paced).
Team player, willing to contribute to the overall success of the team.

Responsibilities

Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals via effective and efficient territory management.
Coach and teach our partner’s Customer Success Managers (P-CSMs) how to excel at customer success.
Own and manage customer escalations and coordinate across departments to final resolution.
Assist P-CSMs with policy and license questions.
Contribute to Customer Success Best practices.