Customer Success Manager (US, remote)

at  GTreasury

JOB SUMMARY

GTreasury is the leading innovator of integrated SaaS treasury and risk management solutions for the digital treasurer. Developed using the latest technology, GTreasury helps empower organizations on their path to strategic treasury, by enabling total visibility into their cash, liquidity, payments and financial risk management. With enterprise clients spanning North America, EMEA and APAC, GTreasury is headquartered in Chicago with offices in London, Sydney and Manila.
Customer success is a new and strategic department at GTreasury with a clear objective to facilitate the adoption of new products or services, reduce risk and churn, and support expansion within existing accounts. As a GTreasury Customer Success Manager, you are a critical part of our customers’ adoption and ongoing satisfaction. You will play a pivotal role in ensuring our customers achieve their desired outcomes (value realization) with the use of our solutions. When customers are successful GTreasury benefits through increased customer retention, solution expansion, and advocacy.
As part of the Global Customer Support Team, you will help solve customers’ business challenges through success planning and engagement, aligning and demonstrating the value of GTreasury solution against our customers’ initiatives to deliver positive business outcomes. This includes end-to-end customer life cycle where you’ll manage customer adoption and growth, health, and retention in partnership with your Account Manager. This is a great role for someone who wants to be part of developing a customer success organization.

WHAT WE’RE LOOKING FOR:

• Optimism and curiosity: Optimism will allow you to see the solution through the constraints, and curiosity will allow you to chart the path to success.
• Question asking and problem solving: Success plans are never the same for each customer, and so “the magic” lies in asking the right questions and translating into a plan that shows value.
• Kind, thoughtful, and respectful with a growth mindset: It is all, always about the people and the team. We’re looking for somebody who knows that software is a team sport, who values collaboration, and who is always growing and seeking to improve their own skills.

SKILLS & REQUIREMENTS:

• 5+ years of customer success, service, product, account management, or software sales experience
• Ability to interact with enterprise customer teams at various levels of technical and non-technical depth, and across multiple levels from end user through C-level stakeholders while navigating tough conversations
• Strong presentation and communication skills, verbal and written
• Project management skills, with proven results working as a reliable advisor to drive business value for customers
• Highly data-driven with a dedication to following processes
• Intellectually curious and enjoys creative problem solving.
• Passionate about driving and tracking a consistent engagement process with all customers in your portfolio
• Flexible approach, able to operate effectively with uncertainty and change

EDUCATION REQUIREMENTS:

• Bachelor’s degree preferred, or equivalent experience

• Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging the solution to achieve full business value.
• Be accountable for enabling customers to achieve their desired outcomes, setting them up for success during critical moments that matter in the journey, as evidence over time through product adoption.
• Co-create Value Achievement & Success Plans with your customers to develop a deep understanding of their business, primary business outcomes, and tangible success metrics.
• Develop, automate and scale customer lifecycle events including kickoff/onboarding, business review, feature announcements, utilization and user engagement.
• Address customer inquiries, manage obstacles, and identify ways to drive additional value.
• Establish periodic touchpoints to ensure customers are informed, remain engaged, and solicit general feedback.
• Be an advocate and voice for our customers internally and partner with cross-functional teams to facilitate successful implementation, adoption, expansion, and renewals.
• Work in partnership with Operational, Product, Engineering, Sales, and Support teams to provide customer feedback and ensure requests are resolved in a timely manner