CUSTOMER SUCCESS MANAGER, SAAS PRODUCTS (SUPPLYFRAME) - 443013

Report To: Sr. Manager of Customer Success I Department: CS & Operations Team I Location: Pasadena, CA or Austin, TX or Remote

Why You’ll Love Working Here: 

• Strong track record of providing an inclusive culture of belonging and empowerment in an entrepreneurial environment.

• We pay 100% of the Health, Dental & Vision premiums for the employee; 80% for the employee’s family. Short-Term Disability (STD) & Long-Term Disability (LTD) are provided and 100% covered by the company.

• We offer PTO (17 days for the 1st 5 years of employment) & up to 10 company paid holidays.

What You’ll Be Doing: 

Supplyframe, a Siemens company, is an innovative and rapidly growing leader for solutions in the electronics manufacturing industry. We are seeking a highly motivated and passionate Customer Success Manager (CSM) to join our global Customer Success and Operations Team, SaaS Products. 

This individual will serve as a representative of our company and be the voice of our customers. Being curious, critical thinking, and confidence is key to this individual’s ability to have influence and be successful. Initiative, good decision-making skills, possessing a sales oriented mindset, and having a desire to achieve results are amongst the few skills that we are looking for in a strong candidate. 

Responsibilities include but are not limited to: 

• Build and maintain strong client relationships with various levels within an organization, including senior-level executives, to drive customer adoption, achieve value outcomes, and ensure retention.

• Develop and execute strategic initiatives and plans that transform the digital maturity of customers through clear, measurable goals and cross-functional collaboration.

• Partner with Pre-Sales Team to align on value outcomes in order to create a seamless customer handoff into Customer Success and Solution Delivery. 

• Lead change management efforts and oversee project planning to ensure successful implementation and continuous improvement. 

• Monitor customer success plans and metrics, develop Quarterly Business Reviews (QBRs), identify strategic opportunities to drive revenue growth and expand our offerings by aligning with and exceeding client goals.

• Oversee and streamline all aspects of the contract renewal process, including proposal development, resource alignment, billing coordination, and timely delivery of key commitments. 

• Own and execute communication strategy to synthesize insights, calibrate to the correct audience, steer difficult conversations, and sense and adapt to sentiment. 

• Collaborate with Operations and Development Teams to address issues, deliver actionable insights that enhance customer experience and drive continuous product improvement. 

Who/What We Are Looking For:

• A bachelor's degree and at least 5+ years in a customer-facing account management or client services role (with 2 years of enterprise level customers & strategic account management experience).

• Industry experience in procurement, supply chain or engineering is a strong plus.

• Experience with engaging and communicating with C-suite level executives and senior management.

• Demonstrated leadership skills with a track record of fostering independent thinking and problem-solving amongst team members.

• Technically adept and experienced with web technologies/commonly used business applications such as with Salesforce.com and/or other CRM systems.

• High attention to detail and solid analytical skills; adaptability to changing circumstances while maintaining a positive outlook.

• Ability to thrive in a demanding environment while prioritizing multiple tasks and meeting tight deadlines.

The salary range for this position is $75,000 to $90,000 and is eligible to earn incentive compensation. The actual compensation offered is based on the successful candidate’s work location as well as additional factors, including job-related skills, experience, and relevant education/training.

Qualified Applicants must be legally authorized for employment in the United States. Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

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