Minimum of 5 years' experience in a customer success role.
Familiarity with supplier onboarding, dynamic discounting, supply chain financing, and e-invoicing solutions preferred.
Good understanding of Accounts Payable & procurement principles.
Ability to engage with technical professionals and C-suite executives.
Strong project management skills are a plus.
Excellent customer communication and active listening skills.
Passionate commitment to customer satisfaction.
Responsibilities
Serve as a Subject Matter Expert on apexportal solutions to address client needs.
Develop and implement strategies to increase customer adoption and satisfaction.
Identify opportunities for cross-sell and upsell within assigned accounts.
Lead customer engagement initiatives such as Executive Business Reviews.
Build strong relationships across client organizations, from C-level to administrative personnel.
Advocate for clients' product and service needs internally within the organization.
Conduct assessments of client usage and satisfaction to align their goals with our solutions.
Benefits
Opportunity to work with cutting-edge cognitive computing solutions.
Engagement with senior client executives and exposure to high-level decision-making processes.
Professional development through involvement in Executive Business Reviews and strategic planning.
Travel opportunities to client sites and company headquarters.
Team collaboration that strengthens both technical and business relationships.
Full Job Description
Quick Take
The 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
About APEX Analytix, Inc
APEX Analytix is a technology company that provides software and services to help businesses manage their financial operations. The company's products include software for accounts payable automation, fraud detection, and more. APEX Analytix was founded in 1988 and is headquartered in Raleigh, North Carolina.
