Sr. Customer Success Manager

Are you ready to unlock your true potential?  Join a growing and global company where you can be part of a team that fuels supply chain solutions.

Discover how you can make a big impact.

TrueCommerce is seeking customer-centric talent for our Senior Customer Success Manager role to focus on retention and engagement of our key customers.

The Sr.

Customer Success Manager regularly engages with clients to understand their business priorities, educate, quarterback issues and problems, and identify actions that drive high value and client retention.

This person should be very technically minded; able to pick-up and learn new TrueCommerce solutions, and foster solution adoption.

The Senior Customer Success Manager has high initiative, fosters teamwork, is calm under pressure and has the aptitude to work in a high-volume environment.

Successful Sr.

Customer Success Managers are customer advocates who enjoy helping people, have excellent time management and prioritization skills, and are natural problem solvers. 

The Sr.

Customer Success Manager will be measured by key performance indicators (KPIs) including Churn%, CSAT, NPS, Upsell, and others as deemed appropriate.

This role will be hybrid if near Columbus, OH or Pittsburgh, PA or otherwise considered a remote opportunity if not within that specific area.

As a Sr.

Customer Success Manager, you will:


* Own the overall relationship with assigned customers which includes: increasing adoption, ensuring retention, and delivering satisfaction
+ Serve as part of a team of CSMs which serve as the internal voice of the customer and advocate for your client's needs (services, support, product management, executive alignment)
+ Ability to gain an in-depth knowledge of our solution and how customers utilize our applications/solutions—resource should thoroughly understand how the product and tools integrate with various platforms.
+ Understands our integrations and how they work/function and relate to EDI segment and elements; and be able to advise customers accordingly.
+ Establish a trusted/strategic advisor relationship with customers and drive continued value of our products and services.
+ Work cross-functionally with Account Management, Customer Support, Implementation, Trading Partner Services, Product Management, and other teams to drive outcomes to customer issues.
+ Hold calls/video-conferences and create other touchpoints with customers to provide status updates and on key issues, review and triage existing concerns/bugs, discuss scope enhancements, and/or provide product/tool training.
+ Influence the renewal and retention and able to suggest additional services or products (upsell) to drive customer satisfaction/success.



* Provides and/or facilitates value-added services (trainings) and tools for assigned customers to drive engagement and retention.
+ Provide web-based training to customers on TrueCo...