Customer Success Manager

Customer Success Manager

Frankfurt- Germany

Customer Success Manager (M/F)

(Frankfurt - Deutschland)

Ivalua was founded in 2000 and is a global leader in cloud-based spend management solutions.

Ivalua is a global company. Our employees are exceptional professionals who believe that digital transformation revolutionizes the sustainability and resilience of the supply chain and enhances the potential for collaboration with suppliers.

Our leading cloud-based procurement platform is used by hundreds of the world's most respected brands. Our comprehensive and consistent platform enables companies to effectively manage all expenditure categories and all suppliers, increasing profitability, improving ESG performance, minimizing risks, and enhancing employee productivity.

It is our passion that drives us and our ambition to empower and challenge each other to create meaningful experiences for our colleagues, customers, and partners.

The challenge

Context:

Our Customer Success team is responsible for maximizing the adoption of our platform by our customers. The team consists of 14 Customer Success Managers of different service age levels, covering the entire EMEA region.

Role:

As a Customer Success Manager, you play a crucial role in ensuring that our customers are successful and derive value from the Ivalua platform. You manage a portfolio of customers while their solutions are being implemented and deployed. In this role, it is important to be able to deal with people. You will often move back and forth between business and technology topics.

Your tasks in detail

• You build and strengthen customer relationships by developing success plans and implementing these plans promptly and organized.
• You manage contract renewals sustainably, promptly, and comprehensively.
• You work closely with customers in acquiring a new license in a SaaS company.
• You identify upselling opportunities and work with the sales team to accompany them through the sales cycle.
• You manage customer expectations and desired results with strong leadership, project management, presentation skills, and business acumen.
• You are the primary escalation point for problems, bringing solutions together with partners, professional services, sales teams.
• You act as an Ivalua customer representative for the assigned customer base and ensure that key decision-makers understand the value of Ivalua.
• You help the customer proactively achieve its business goals by becoming a true partner who can support the customer in the clarification and accompaniment of its business transformations.
• You create and manage customer reference capability plans for the assigned customer book.
• You coordinate and manage regularly scheduled meetings with customers to ensure that day-to-day operations are proceeding as expected and that special projects and product implementations are running smoothly.
• You report customer status at all levels of the organization using qualitative and quantitative measures.
• You demonstrate the best practice solution to advocate for an expansion of the licensed modules and show improvement opportunities.
• You capture, coordinate, and track customer function requests with the product.

Your profile

If you have the experiences and strengths listed below, this position could be just right for you:

Knowledge and experience:

• You have the ability to create business development opportunities with key sponsors in the installation base.
• Experience in preparing and conducting formal executive business reviews (EBR)
• You have the ability to drive continuous improvement of customer service across the company.
• You have expertise in at least one of the following areas, which is a big plus: procurement, supplier risk, or accounts payable.
• You have experience in motivating customers to adopt new features or services.
• Travel activity is 30%.

Soft skills:

• Excellent communication skills
• Good interpersonal skills
• Fluent English, and German knowledge

What are the next steps

If your application meets the requirements of this position, our qualified talent team will contact you to arrange an initial selection interview. Take a step closer to your goals - apply today!

Our talent team will guide you through every step of the application process - from preparation to completion. The team is here to support you!

Our recruitment process is designed to evaluate your competencies in a series of personal interviews with internal stakeholders relevant to the position.

The interviews will be conducted virtually via video or in person.

Life at Ivalua

• Hybrid work model (3 days a week in the office)
• We are a team committed to pushing the boundaries of product innovation and technology
• Sustainable company growth, privately owned
• A stable and cash-flow positive company for 10 years
• Snacks and weekly lunches in the office
• Feel empowered to pursue your goals through improved team collaboration and increased creativity/productivity
• Unlock and develop your full professional potential with our exceptional training and career development program
• Be part of a dynamic and international team of top professionals who are experts in their respective fields. Work with like-minded people who pursue their work with great passion and high motivation. Experience a truly diverse work environment where your unique contributions are highly valued
• Regular team events, trips to competitions, sports team events, and musical activities
• Ivalua has been recognized by Comparably for the following (https://www.comparably.com/companies/ivalua):

Driven by people - driven by you!

Our values unite us and we advocate for diversity and equality in the broadest sense to create an inclusive workplace. To help our customers make their supply chains more efficient, sustainable, and resilient, we rely on a global team with a variety of backgrounds, skills, and views. We believe in equal opportunity and diversity as a driver of innovation. We promote integration, which creates a fun and productive workplace that offers fulfilling career opportunities to all Ivaluans.

Experience life at Ivalua - watch our captivating video! Get a glimpse of our unique company culture and see what it's like to work with us.