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Customer Success Manager

Customer Success • West Coast USA • Intermediate • Full-time

Description

As a Customer Success Manager (CSM), you will develop long-term relationships with your portfolio of assigned customers, connecting with key business executives and IT stakeholders, developing an understanding their business and IT requirements and goals, and how they are using Panaya solutions. Leveraging this customer knowledge, and your Panaya expertise, you will provide adoption, industry and implementation best practices and personalized recommendations to ensure your customers maximize value from their investment in Panaya. The CSM also serve as a focal escalation point and drive risk mitigation. The CSM is required to maintain strong working relationships with Panaya’s customer facing personnel in the Sales, Support, Operations and Product Management teams. We are looking for people who have the magic combination of domain expertise, enterprise implementation project management experience, and customer management at a high level. 

Responsibilities:

  • Develop a trusted advisor relationship with customer key stakeholders, provide best practices, coaching and education to ensure smooth onboarding and adoption of Panaya’s solutions
  • Work with the customers to ensure they are leveraging the solution and achieving success
  • Transparently report and track customers journey
  • Ensure a revenue stream from Panaya’s existing install-base
  • Provide accurate and timely feedback for measuring, tracking and driving high service levels and product improvements.

Requirements

  • Native English speaker
  • Implementation experience and strong knowledge of SAP or Oracle eBiz required
  • Past experience as CSM in a B2B / Saas environment preferred
  • Bachelor’s Degree in Computer Science, Information Systems or related fields.
  • At Least 4 years of experience in the world of Enterprise Applications (SAP / Oracle), working with enterprise size customers in a customer facing role (technical account manager, project manager)
  • Ability to handle high-pace customer engagement activities, and management of multiple customer accounts
  • Demonstrated understanding of software development and testing processes
  • Customer service and technical support abilities, strong analytical and problem-solving skills, with ability to multi-task, strong attention to detail and self-motivation.
  • Excellent verbal and written skills with strong communication, presentation and interpersonal skills with proven experience in a direct client-facing role
  • Spanish knowledge- An advantage
  • Travel – up to 30%

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