Customer Success Manager

Customer Success LeadThe Customer Success Lead position is in our apex portal Solutions group, which manages customers post-sale, implements and supports APEX software for our clients. Our apex portal 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 WorkServe 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 satisfactionLead customer engagement touch points such as Executive Business Reviews and process or technical team alignmentIdentify opportunities and incremental business on assigned accounts through active cross and upsell strategiesParticipate 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 solutionBuild and sustain relationships across customers from C-level executives to administrative personnel through regular meetings, understanding their needs, and offering tailored solutionsDevelop customers who will provide positive references for prospectsLead and align administrative and technical teams both within apex and with the customer to drive process and technical priorities to completionAdvocate for and address customers' product, technology, and service needs internallyAssess client usage, performance, and satisfaction, and align their business objectives with our solutionsDevelop deep knowledge of apex solutionsLead base-level demos of apex products for customer knowledge and growth.The Must-HavesMinimum of 5 years' experience in customer success roleKnowledge of supplier onboarding, dynamic discounting, supply chain financing, and e-invoicing solutions preferrableGood understanding of Accounts Payable & procurement principles, including Accounts Payable best practices is usefulAbility to interact credibly with technical & LOB professionals as well as senior executives through the CPO, CFP and CEO levelStrong project management skills a plusAbility to build rapport with team members and clientsExcellent customer communication skills with the ability to be an active listenerPassionate commitment to customer satisfactionExcellent 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 objectivesStrong influencing, problem-solving, and negotiation skillsBachelor's degree preferred25% travel to client sites and Corporate, Greensboro, North Carolina APEX Analytix