Digital Client Success Partner (dcsm)

Digital Client Success Partner (DCSM)

The organization aims to expand the Digital customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help and guidance via the Digital Customer Success Manager. This associate Digital CSM will support our pooled customer success model and report to pooled team lead with a primarily focus on supporting a large customer portfolio in an inbound / on-demand mode. This entry-level associate will also assist the regional team with administrative responsibilities and tasks to further optimize customer engagement, with the goal of retaining and activating and expanding our customer base.

Further responsibilities:

• Help customers on-demand with support and guidance with their cloud products
• Orchestrate with internal stakeholders to help customer unlock value realization
• Utilize the customer success platform Gainsight to manage outreach, track engagement, and ensure timely follow-up with customers
• Drive or contribute to internal strategic projects aimed at scaling Digital Customer Success operations, optimizing processes, or enhancing tools and programs
• Proactively target customers to increase consumption and/or identify cross-sell and upsell opportunities
• Assist customers who connect via inbound inquiries
• Contribute to improve overall Net Promoter Score (NPS) & accelerate SAP's reference pipeline
• Mitigate risk by engaging with customers who fall into an unhealthy health-score criteria
• Leveraging both Gainsight customer success platform and Service Now platform for managing customer outcomes.

Requirements:

• Location: Vancouver
• 1+ year of experience in a client-facing role, managing complex customer relationships, preferably in the Software industry in areas such as Pre-Sales, Customer Engagement, Customer Success Management or Consulting
• Previous experience working with SAP cloud SaaS solutions like S4 Hana Cloud, Digital Supply Chain, Human Experience Management, Customer Experience, or Ariba would be a plus
• Experience managing high volume of customer engagements
• Proven experience working with diverse, cross-functional teams, both virtually and globally
• Motivation and flexibility to work in a dynamic organization, with the ability to learn quickly and adapt to a fast-changing environment Desire to learn and develop within a fast-growing team
• Strong orientation towards teamwork and collaboration
• Strong interpersonal skills which aid to build relationships externally and internally Creative problem-solving under pressure when working through customer issues Excellent listening, written and oral communication skills

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.