EDUCATION AND EXPERIENCE:

• Ten or more years in customer success, account management, or client services, ideally in ERP or enterprise software.
• Bachelor’s degree in Business, Information Systems, or related field.
• Proven track record of improving customer satisfaction and retention rates.
• Strong relationship-building, conflict resolution, and communication skills.
• Analytical skills to interpret customer data and act on insights.
• ERP system experience (e.g., Microsoft Dynamics, NetSuite, SAP, Sage, Acumatica, etc.).
• Experience managing enterprise-level accounts.
• Familiarity with customer health scoring models and retention metrics.
• Experience working with customer facing businesses and application functions.
• Experience with a consulting organization or reseller is a plus.
• Ability to adopt specific methodology and work within a team.
• Strong collaboration skills.
• Professional demeanor.
• Excellent written, oral, and interpersonal communication skills.
• Flexibility: task assignment, priorities, work environment.
• Open minded, desire to learn.
• Quick thinker, creative problem solver.
• Detail oriented, strong analytical, numerical, planning, and reasoning abilities.
• Ability to work independently and on a team.
• Willingness to travel up to 30% in the US and Canada. Prospect and client locations may also be spread out over a geographic area.

RESPONSIBILITIES:

Customer Relationship & Advocacy

• Serve as the primary point of contact for assigned ERP customers after implementation.
• Build deep, trusted relationships with decision-makers and power users.
• Act as the customer’s internal champion, ensuring their voice is represented in company decisions.

Customer Satisfaction & Retention

• Monitor customer health scores, usage metrics, and feedback to proactively address issues.
• Conduct monthly business reviews to assess satisfaction, ERP adoption, and ROI.
• Implement action plans to resolve dissatisfaction quickly and prevent churn.
• Identify customer success stories and turn them into advocacy opportunities.

Escalation Management

• Serve as the lead point of contact for managing and resolving customer escalations.
• Coordinate cross-functional resources to address critical issues quickly and effectively.
• Ensure root causes are identified and preventative measures are implemented.

Retention & Growth Strategies

• Develop renewal strategies well in advance of contract expiration.
• Partner with account management and sales to identify upsell or expansion opportunities that genuinely benefit the customer.
• Track retention KPIs and take corrective action when risk is identified.

Collaboration & Continuous Improvement

• Collaborate with the Support team to ensure quick, high-quality resolutions to issues.
• Collaborate with the Sales team to ensure client satisfaction.
• Share best practices internally to improve the overall customer experience.