We are seeking someone that is passionate about providing exceptional customer support to join our client services team as a
Customer Success Manager. This role is based in our Oak Brook, IL office, with a eligibility for hybrid work options after completing probationary period of service or pending manager review. You will be responsible for providing exceptional support to customers, ensuring a positive experience with our cloud-based ERP solution. You will develop a comprehensive understanding of the system, assisting customers with inquiries, troubleshooting complex issues, and guiding them through system functions and product features. Additionally, you will facilitate change requests and work to resolve any challenges related to system access or usage, all while ensuring customer satisfaction.
Primary Responsibilities:- Own end-to-end customer relationships, acting as the primary post-sale contact and trusted advisor.
- Drive customer retention and reduce churn by proactively monitoring account health, identifying risks, and executing intervention strategies.
- Influence renewals and revenue growth by demonstrating ROI, identifying expansion opportunities, and partnering with Sales on account strategy.
- Lead onboarding and value realization, ensuring customers achieve intended business outcomes and time-to-value milestones.
- Proactively drive product adoption and expansion readiness through usage insights, success planning, and ongoing enablement.
- Coordinate cross-functional support and issue resolution, advocating for customers while leveraging Support and Product teams for technical needs.
- Track, analyze, and report on customer success metrics (e.g., retention, adoption, health scores) to inform actions and improve outcomes.
- Consult with end users to determine needs and specification requests, analyze, troubleshoot, and document issues as they arise.
- Creates formal business cases by working with customers to understand their needs and translating those into development change requirements. Serves as liaison between customer and developer to ensure customer's needs are met. May participate in upgrade testing and training.
- Assist customer with questions, set-up and 1:1 troubleshooting via phone, video conferencing, or email in a timely manner.
- Implement individual areas of the system during onboarding and after a customer has been live.
- Manage Support Tickets via our ticket tracking system to ensure customers are kept up to date on ticket statuses and provides timely resolutions.
- Consult and train customers on the use of software products and systems that we develop.
- Maintain a comprehensive understanding of the company software.
- Contribute ideas for improvements and enhancements for new features are implemented into the system.
- May be involved in Beta testing of new software features as they are released. Contribute to the design and development of analysis of system after testing. Review documentation and recommend new techniques and improvements to design and process flows and procedures.
- Maintains client confidence and protect operations by keeping information confidential.
- Adapts to changing priorities and business needs by willingly taking on additional tasks and responsibilities as assigned by management.
- Must work the hours and location as assigned by management.
- Demonstrates commitment to upholding company standards and values by consistently following all company policies, procedures, and guidelines.
- This role may require occasional travel, depending on client engagements, project demands, or team collaboration needs. Advance notice will be provided whenever possible
- Participation in our Annual Users Group Conference
Skills & Competencies:- Ability to effectively speak, write, and understand the English language. Excellent written and verbal communication skills with the ability to communicate with leadership staff, cross functional teams, and external sources.
- Offer consistently great customer service with commitment to excellence in everything we do while always doing what would be in the best interest of the customer.
- Must have excellent phone demeanor and problem-solving skills.
- Thorough knowledge of computer software, hardware, and a variety of internet applications, networks, and operating systems.
- Demonstrated troubleshooting abilities and attention to detail.
- Skilled in developing specific goals and plans to prioritize, organize, and accommodate work responsibilities and meet business deadlines.
- Ability to use computers and computer systems to navigate databases, enter data, and process information.
Minimum Qualifications:- Three (3) years customer facing experience, ideally supporting software applications.
- Highly self-motivated and driven. Employees may become eligible for hybrid work options after completing probationary period of service or pending manager review. We expect our team to manage their day-to-day workload in a fast and ever-changing environment.
- Excellent communication skills. You will work closely with the rest of our development team, our support team, and our user base.
- Degree or experience in Finance/Accounting is a positive.
- Experience in Warehouse Management or Manufacturing is a positive.
Salary range: $60,000-$110,000
