Quick TakeThe Customer Success Lead position is in our
apexportal Solutions group, which manages customers post-sale, implements and supports APEX software for our clients. Our
apexportal Solutions leverage the latest in cognitive computing and our massive proprietary database of scored supplier records to recover and prevent overpayments, improve processes, ensure compliant supplier relationships, and optimize working capital.
The Work- Serve as a Subject Matter Expert on all apexportal solution with a deep understanding of how those solutions can address client needs.
- Demonstrate deep understanding of clients' business - challenges, opportunities, goals, etc.
- Maintaining the current relationship is not enough. The CSM should Expand the relationship.
- Develop and drive strategies that lead to increased customer adoption and satisfaction
- Lead customer engagement touch points such as Executive Business Reviews and process or technical team alignment
- Identify opportunities and incremental business on assigned accounts through active cross and upsell strategies
- Participate in achieving department goals through identifying additional services opportunities to installed clients.
- Ensure C-level executives at client organizations achieve their desired outcomes and gain maximum value from our solution
- Build and sustain relationships across customers from C-level executives to administrative personnel through regular meetings, understanding their needs, and offering tailored solutions
- Develop customers who will provide positive references for prospects
- Lead and align administrative and technical teams both within apex and with the customer to drive process and technical priorities to completion
- Advocate for and address customers' product, technology, and service needs internally
- Assess client usage, performance, and satisfaction, and align their business objectives with our solutions
- Develop deep knowledge of apex solutions
- Lead base-level demos of apex products for customer knowledge and growth.
The Must-Haves- Minimum of 5 years' experience in customer success role
- Knowledge of supplier onboarding, dynamic discounting, supply chain financing, and e-invoicing solutions preferrable
- Good understanding of Accounts Payable & procurement principles, including Accounts Payable best practices is useful
- Ability to interact credibly with technical & LOB professionals as well as senior executives through the CPO, CFP and CEO level
- Strong project management skills a plus
- Ability to build rapport with team members and clients
- Excellent customer communication skills with the ability to be an active listener
- Passionate commitment to customer satisfaction
- Excellent communication skills, both written and verbal, including ability to communicate effectively with both business and technical personnel, both inside the APEX organization and within client organizations, at both peer and senior levels.
- Collaborate with customers to develop and execute success plans that align apex's capabilities with the customer's business goals and objectives
- Strong influencing, problem-solving, and negotiation skills
- Bachelor's degree preferred
- 25% travel to client sites and Corporate, Greensboro, North Carolina
