Customer Success Manager - Procurement Solutions

Rs Group • Fort Worth, TX

219d

About The Position

We are seeking a proactive and customer-centric Customer Success Manager specializing in Procurement Solutions. This role is crucial for ensuring the successful onboarding and ongoing support of our eProcurement customers in the United States & Canada. The Customer Success Manager will work in conjunction with the sales team to drive seamless onboarding and ongoing customer success, leading to profitable, sustainable growth. Serving as a primary contact for onboarding and customer adoption, and a supporting contact for business-as-usual (BAU) activities and issue resolution, this role is key to our customers' satisfaction and loyalty. The CSM will work closely with 3rd party SaaS partners, as well as collaborating effectively with internal Digital, Technology, & Customer Service teams, to ensure that a smooth onboarding experience is observed. The CSM will also support the wider sales organization by sharing expertise in eProcurement technologies & customer procurement practices and ensuring optimal levels of integration and automation are achieved.

Requirements

• 5+ years of experience in customer success or a related role.
• Experience in working with a specialized team dealing with the setup, implementation, and support of digital procurement solutions such as PunchOut, Hosted Catalogs, EDI, API's and integration with Business Spend Management Platforms.
• Background in industrial distribution or similar B2B services environment, such as capital equipment aftermarket, logistics, or business services.
• Strong understanding of eProcurement technologies, platforms, and SaaS business principles.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with diverse stakeholders.
• Proven problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in CRM software and other relevant tools.
• Ability to travel as needed to meet with customers and support sales activities.

Responsibilities

• Lead the onboarding process for new eProcurement customers, ensuring a seamless transition and setup.
• Conduct training sessions and provide resources to educate & support customers in achieving their digital procurement & MRO category strategies.
• Develop and maintain onboarding documentation, SOPs, and best practices.
• Collaborate with 3rd party SaaS partners to ensure technical onboarding is completed smoothly.
• Serve as the primary point of contact for eProcurement customers during the onboarding and adoption phases.
• Provide ongoing support for BAU activities, addressing customer inquiries, and resolving issues promptly.
• Build and maintain strong, long-term relationships with customers and internal stakeholders to drive satisfaction and loyalty.
• Provide insights and feedback to the sales team to enhance their understanding of eProcurement technologies and customer requirements.
• Support customers in achieving optimal levels of integration and automation, reducing internal processing costs, and helping to optimize Total Cost of Ownership (TCO).
• Identify opportunities for process improvements and work with internal teams to implement enhancements.
• Stay up to date with industry trends and best practices in eProcurement to provide innovative solutions to customers.
• Monitor customer success metrics and KPIs to ensure targets are met or exceeded.
• Prepare and present regular updates on customer success activities, progress, and outcomes.
• Use data-driven insights to continuously improve the customer experience and success strategies.

What This Job Offers

• Career Level: Mid Level
• Industry: Merchant Wholesalers, Durable Goods