Senior Customer Success Manager

at  Vertex Inc

Job Description:
This position is responsible for driving product adoption, deliver high levels of business value, and cultivate deep customer relationships. This role will be responsible for all aspects of renewals, account management, adoption, customer success planning, and expansion sales.
The role drives overall customer satisfaction including reporting and analytics of revenue impact tied to client success, client testimonials, and client references.

KNOWLEDGE, SKILLS AND ABILITIES:

• Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
• Excellent technical aptitude with the ability to analyse and decipher large amounts of customer data.
• Excellent communication skills, including issue tracking, triaging and crisis management.
• Ability to efficiently manage multiple customer projects simultaneously.
• Ability to communicate with internal and external customers and all levels of management.
• Understands how to communicate difficult/sensitive information tactfully.
• Ability to understand and manage client expectations effectively.
• Excellent verbal and interpersonal communication skills.
• Proficient in Microsoft Excel and PowerPoint.
• Strong ability to effectively communicate technical information to non-technical audiences.
• Delivers informative, well-organized presentations.
• Excellent organizational skills, with the ability to meet strict deadlines.
• Must be detail-oriented and able to manage multiple projects and be customer-focused.
• Ability to interpret and follow written instructions.
• Experience in any of the following is helpful, Process Improvement, Decision Making, Managing
• Processes, Planning, Analysing Information and Developing Standards.

EDUCATION AND TRAINING:

• Bachelor’s Degree desirable
• Demonstrable years of customer success, account management, or sales experience in SaaS or similar industry.
• Solid background in a customer service-oriented role required.
• Broad knowledge and experience in Sales and Marketing processes and systems.
• Experience with Sales and Marketing technology such as Salesforce, etc.
• Or equivalent combination of education and/or experience
  Other Qualifications

The Winning Way behaviours that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.

• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.
• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough.
• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.
• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.
• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value.
• Establish trusted relationships with customers, sustaining relationships through the full life cycle of the subscription ensuring their success.
• Act as an extension of the customer, being a proactive advocate within Vertex and the customer to accomplish defined objectives.
• Proactively grow the breadth and depth of strategic relationships within assigned customers.
• Help customers calculate and monetize business value by driving quarterly reporting with customers, measuring business value, penetration, usage, and adoption.
• Closely manage and nurture accounts to identify and eliminate risk of attrition.
• Partner with internal stakeholders to align account activities with the customers business case and strategy.
• Proactively informs customers of features, issues, resolutions that may increase customer value and loyalty.
• Ensure customers are aware of and educated on new features and releases.
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers business needs.
• Own the delivery of periodic customer health-checks.
• Identify renewal risk(s) and partner with internal teams to recommend a solution, remediate, and ensure a successful renewal.
• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services.
• Identify areas for cross selling/up-sell opportunities to expand sales.
• Participate in other projects or duties.