EPICOR KINETIC CUSTOMER SUCCESS MANAGER (CSM)

Six S Partners is looking for a motivated individual who can self-manage and work with C-Level executives to help organizations solve business challenges using Epicor Kinetic ERP and our consulting services. If you feel you are ready to take the next step in your career, then why not join our team of dedicated individuals in one of the fastest-growing companies?

ABOUT THE JOB

Six S Partners is currently seeking a CSM to cover much of our customer base in Western Canada. Your primary role in this position is to maintain a close relationship with all customer accounts assigned to you to ensure they are receiving the best customer service possible. The responsibilities in this role will include but are not limited to:

• Customer Success Focus: You will be dedicated to understanding our customers’ goals and challenges, proactively identifying opportunities for improvement, and ensuring they achieve maximum value from our ERP software solutions.
• Account Management: Managing a portfolio of key customer accounts, you will be responsible for addressing their inquiries, concerns, and feedback promptly, and providing expert guidance on product usage and best practices.
• Customer Onboarding and Training: Collaborate with the implementation team to ensure smooth onboarding for new customers, and coordinate training sessions tailored to their specific needs to maximize software adoption and usage.
• Relationship Building: Cultivate strong relationships with customers through regular check-ins, quarterly business reviews (QBRs), and proactive engagement to understand their evolving requirements and align our services accordingly. This includes business planning and budgeting for future projects.
• Issue Resolution: Act as an escalation point for any technical or operational issues faced by customers, ensuring timely resolution and effective communication throughout the process.
• Upselling and Renewals: Identify expansion opportunities within existing accounts, and work with the sales team to upsell additional products or services. Facilitate contract renewals and negotiate favorable terms to drive customer retention.
• Customer Feedback and Insights: Gather customer feedback, analyze trends, and advocate internally for product enhancements or process improvements based on valuable insights from the customers’ perspective.
• Collaboration: Collaborate closely with cross-functional teams, including sales, product development, and support, to deliver a cohesive and exceptional customer experience.

• Customer Success Focus: You will be dedicated to understanding our customers’ goals and challenges, proactively identifying opportunities for improvement, and ensuring they achieve maximum value from our ERP software solutions.
• Account Management: Managing a portfolio of key customer accounts, you will be responsible for addressing their inquiries, concerns, and feedback promptly, and providing expert guidance on product usage and best practices.
• Customer Onboarding and Training: Collaborate with the implementation team to ensure smooth onboarding for new customers, and coordinate training sessions tailored to their specific needs to maximize software adoption and usage.
• Relationship Building: Cultivate strong relationships with customers through regular check-ins, quarterly business reviews (QBRs), and proactive engagement to understand their evolving requirements and align our services accordingly. This includes business planning and budgeting for future projects.
• Issue Resolution: Act as an escalation point for any technical or operational issues faced by customers, ensuring timely resolution and effective communication throughout the process.
• Upselling and Renewals: Identify expansion opportunities within existing accounts, and work with the sales team to upsell additional products or services. Facilitate contract renewals and negotiate favorable terms to drive customer retention.
• Customer Feedback and Insights: Gather customer feedback, analyze trends, and advocate internally for product enhancements or process improvements based on valuable insights from the customers’ perspective.
• Collaboration: Collaborate closely with cross-functional teams, including sales, product development, and support, to deliver a cohesive and exceptional customer experience