Customer Success Manager

Ivalua•New York, NY

4d•Hybrid

About The Position

Our Customer Success team is dedicated to our customers' success post-implementation, building long lasting partnerships with our customers, and driving strong adoption, satisfaction, and retention. With over 20 team members globally, the Americas Customer Success team needs to keep growing to satisfy demanding customers. In this context of fast growth we are looking for a proactive and motivated Customer Success Manager to join our growing team in New York. As a Customer Success Manager, you'll play a critical role in ensuring that our customers are successful and getting value out of the Ivalua platform. You'll support a portfolio of enterprise accounts, ensuring strong onboarding, engagement, and ongoing success. In this role, you'll be responsible for increasing user adoption, helping identify expansion opportunities through product fit, use-case growth, and cross-functional collaboration, and addressing roadblocks if they come up. Being a people person is a necessity for this position. You'll often find yourself traversing between business and technology topics. This role will require 30% travel to meet in-person with customers on a regular basis.

Requirements

Bachelor's degree in relevant field preferred with a minimum of 5 years of relevant professional experience, OR Master's degree in relevant field with a minimum of 3 years relevant professional experience, OR Equivalent combination of education and experience
Ability to identify business development opportunities with key stakeholders within existing accounts.
Experience preparing and delivering formal executive business reviews (EBRs) to senior-level executives, focusing on project milestones and customer health.
Commitment to driving continuous improvement of customer-centric initiatives, collaborating effectively with Marketing, Product, Sales, Finance, and Executive teams.
Strong leadership, project management, presentation, and business acumen skills to manage client expectations and outcomes effectively.
Proactive partnership with clients to help them achieve business objectives, educate on best practices, guide through transformations, and ensure value realization.
Ability to motivate and communicate clearly to drive adoption of new features or services.
High standards of organization, discipline, and follow-through on tasks.
Collaborative team player focused on achieving shared goals and positive results.

Nice To Haves

Functional knowledge in Procurement, Sourcing, Supplier Risk, or Accounts Payables is a plus.
Bachelor's degree or equivalent experience preferred.
French is a must for candidates applying for Montreal

Responsibilities

Customer Management: Serve as the Ivalua primary advocate and trusted advisor for a portfolio of enterprise clients.
Build and nurture executive-level relationships to ensure alignment with business objectives and long-term partnership growth.
Lead executive business reviews and health assessments with senior stakeholders.
Adoption & Success Planning: Develop and execute comprehensive success plans that align with client goals and drive measurable business outcomes.
Monitor and analyze customer usage data and KPIs to proactively identify risks and opportunities.
Lead initiatives to increase adoption, satisfaction, and retention.
Renewal and Expansion: Own the renewal process for assigned accounts, ensuring timely and successful contract negotiations.
Collaborate closely with Sales leadership to identify and drive upsell and cross-sell opportunities, leveraging deep product knowledge and customer insights.
Cross-Functional Collaboration & Influence: Partner with Product, Marketing, Sales, Finance, and Executive teams to advocate for customer needs, influence product roadmap, and enhance the overall customer experience.
Lead or contribute to special projects and customer success initiatives that drive operational excellence.
Data Management & Reporting: Accurately document all customer data and interactions within our internal system of record, and report client status to all organizational levels.
Product Advocacy & Feedback : Act as the Ivalua client advocate for the platform's value, demonstrate best-practice solutions for improvement or expansion, and track client feature requests with the Product Team.

Benefits

Hybrid working model (3 days in the office per week)
We're a team dedicated to pushing the boundaries of product innovation and technology
Sustainable Growth, Privately Held
A stable and cash-flow positive Company since 10 years
Snacks and weekly lunches in the office
Feel empowered to pursue your goals with improved team collaboration and increased creativity/productivity
Unlock and unleash your full professional potential with our exceptional training and career development program
Join a dynamic and international team of top-notch professionals who are experts in their respective fields.
Collaborate with like-minded individuals who are deeply passionate and highly motivated about their work.
Experience a truly diverse and inclusive work environment where your unique contributions are highly valued
Regular social events, competitive outings, team running events, and musical activities
Comparably recognized Ivalua for the following ( https://www.comparably.com/companies/ivalua) : Powered by People - Powered by You!
United by our values we embrace diversity and equity in the broadest possible sense to create an inclusive workplace.
To help our customers make supply chains more efficient, sustainable and resilient, we rely on a global team with a variety of backgrounds, skills and views.
We believe in equal opportunity and in diversity as a driver of innovation that cultivates a spirit of inclusiveness, creates a productive and fun place to work, and provides fulfilling career opportunities for all Ivaluans.
Ivalua's core values include a priority on Care & Grow People.
We take matters like pay equity very seriously and strive to reward our employees appropriately and fairly for their talents.
Ivalua also offers exceptional benefits including medical, dental, vision, retirement (with company match), and much more.