Customer Success Manager | KYKLO

Customer Success Manager | KYKLO

As an Epicor Customer Success Manager (CSM), you will identify and leverage company-wide resources to address any customer satisfaction, growth, or renewal risk/opportunity in your nominated portfolio of customers. You will help customers succeed by understanding their business needs and how Epicor's products can help them succeed. The CSM must collaborate, cooperate, communicate and co-develop a unified customer strategy. It's the CSM's goals to protect revenue, customer satisfaction, reference ability and renewal.

What you will be doing:

• Own assigned customers throughout the Customer Success Journey.

• Possess knowledge, expertise, and experience in customer business models, account management, customer relationship building, information management, program and project management.

• Be accountable for ensuring customer success (growth, satisfaction, and retention) within the assigned customer portfolio. You will demonstrate success through key performance indicators (KPIs) for customers that include:Renewal rate (i.e., churn) and value, Customer journey KPIs, customer satisfaction.

• Reference and Engagement activity (reference calls, on-site visits, etc.).

• Serve as subject matter expert for assigned customer product.

• Identify opportunities to cross sell other Epicor products.

• Establish a trusted advisor relationship with customers in your portfolio.

• Develop success plans for customers that outline their critical success factors, metrics, potential issues, and recommendations.

• Conduct scheduled customer meetings and drive periodic business reviews.

• Uncover and mitigate any risk that threatens your customers' growth, satisfaction, or renewal-develop and execute risk mitigation plans.

• Execute the Customer Success Journey through all phases.

• Identify and develop processes and procedures for implementing online shopping into their daily business.

• Monitor and facilitate the customer's adoption of product solution features and functionality.

• Main POC for troubleshooting issues and concerns.

• Develop strong relationships with appropriate customer C-suite executives, all key decision makers, and influencers.

• Identify, develop, and recognize new opportunities for expanding your customers' business volume.

• Work with the customer and 3rd party system integrator to ensure full integration between their web shop and ERP.

• Ability to learn SEO best practices, to assist customers in driving organic traffic.

• Ability to travel up to 25%.

• Demonstrated customer-centric focus; a passion for customer success.

• 3-5+ years in a customer-facing services role that includes issue resolution, and escalation management-including experience in SaaS and/or enterprise software account management.

• Demonstrated exceptional presentation skills in-person and on-line, as well as excellent organizational, project management, and time management skills.

• Proven ability to build strong relationships with customers-especially at the executive level-and seamlessly participate in discussions with business and technical leaders.

• Demonstrated bias for action, accountability, ownership, and willingness to roll up your sleeves.

• Ability to work independently and to collaborate effectively across functions as part of a team.

• Experience in automation, fluid power, or electrical distribution or manufacturing a plus.

• Previous experience with ERP or software integrations preferred.

• Extremely well-organized and analytical with an ability to work well under pressure.

• Familiarity with various technologies is plus

• Bachelor's degree or equivalent required.

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