GEP - Manager - Customer Success

KEY REQUIREMENTS :

- 8+ y ears of demonstrated successful career record with at least 3 years in procurement and sourcing area

- Previous experience in an account management role for a technology firm is strongly preferred

- Familiar with online procurement/sourcing tools including RFP, Auction, Contract Management, Spend Analysis and P2P

- Strong leadership skills in a client-facing environment

- Excellent communication and client management skills

- Experienced team leader skilled in people development, coaching and motivation

- Strong teamwork, problem solving, organization and process improvement skills

- Strong negotiation, influencing, and consensus-building skills.

- Strategic and critical thinking , analytical , problem solving & organizational skill

RESPONSIBILITIES :

- Establish and manage loyal relationships with key stakeholders

- Form strategic account plans including areas for improvement, opportunities and action items

Genuinely care about client challenges and successes and able to demonstrate creative thinking and problem solving skills to help client overcome challenges

- Develops customer account plans for customers by leading a joint company/customer planning process that identifies relevant customer needs, prioritizes initiatives and company investments, and establishes a clear action plan for success

- Identify opportunities for client to increase usage of the current product as well expand to new products offered by GEP

- This position will manage multiple stakeholders and accounts under operations.

- Directly responsible for leading a team of Technical Account Managers to ensure continuous improvement in CSAT which should result in increased retention & Reference ability.

- Work closely with other leaders in Product Engineering and Product Management to deliver product solutions that will be highly successful in the marketplace.

- Owns and leads the customer engagement and delight roadmap at GEP. This position commands the ability to influence all product lines by creating a Voice of Customer program and help in defining Product roadmap through aggressive Market and customer listening.

- Provide training/development guidance to Customer team.

- Document success strategies and best practices for Internal trainings

- Key Metrics: CSAT, Retention, Revenue Growth and others

- Reports into VP Customer Success & Customer Support