Customer Success Manager (Remote, EST preferred)

JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient responsible and integrated supplier base. With 30 years of expertise we specialize in solving complex procurement and supply chain challenges across various industries. Our 1300 global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses. For more information visit

JAGGAERs Customer Success Program aims to help our customers achieve their desired outcomes (value realization) with our solutions. When customers succeed JAGGAER benefits from increased customer retention (i.e. reduced churn) expanded solutions and positive references. The Customer Success Manager (CSM) is a highly visible customer-facing role within JAGGAERs Customer Operations group supporting key strategic customers as a leading subject matter expert on JAGGAER products.

Position Responsibilities:

• Foster Customer Relationships
  • 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.
  • Establish periodic touchpoints to ensure customers are informed engaged and solicit general feedback.
  • Address customer inquiries manage obstacles and identify ways to drive additional value for customers.
    Ensure Customer requests are escalated to the relevant teams

• Define Success

  • Gain knowledge of the customers business goals to ensure alignment with product and feature recommendations.

  • Develop a Success Plan aligned with the customers business objectives

  • Set adoption targets

• Assess Value
  • Proactively analyse usage adoption and value KPIs using standard/custom dashboards and reports
  • Create and present Performance Reviews to customers
• Maximize Solution Adoption
  • Advise on solution optimization to meet business objectives
  • Provide insights on benchmarks and best practices
  • Engage customers and provide consultative guidance following software releases
  • Continuously grow and maintain your solution expertise
• Contribute to Customer Retention and Growth
  • Actively work to ensure customer retention
  • Proactively identify areas of growth

Success in this Position
Consistent high customer health ratings for your portfolio of customers
Customers consider you a trusted advisor with both product and business acumen
You have created a brand that puts you in demand for assignment of new customers
Other CSM Team members consider you a collaborative member of the Team
You deliver innovation on how to make our customers successful

Position Requirements:

Bachelors degree or equivalent experience with proven skills in Customer Success Account Management or Project Management required to create maintain and enhance customer relationships.
SaaS competencies including a general understanding of software hardware networks etc.
Proven strong consulting skills.
Ability to work independently taking initiative to follow through and take ownership of all aspects of client management including reporting managing client expectations and driving tasks and issues to resolution.
Capable in business process orientation and hands-on client relationship management and services.
Highly motivated action- and goal-oriented persistent with strong interpersonal consultative multi-tasking and problem-solving skills.
Strong communication skills with the ability to create and present client communication and analysis in all formats: verbal presentation email and written documents.
Develop and maintain expertise in JAGGAERs software solutions methodologies and core technologies especially the assigned platform.
Ability to lead projects and initiatives for several team members successfully.

What We Offer:

At JAGGAER we are committed to supporting you and your familys well-being. Your health is a priority and we offer a range of programs to help you stay well and thrive. Our benefits include exceptional medical dental & vision plans adoption assistance wellness reimbursements generous parental leave 401(k) matching flexible work options unlimited vacation for exempt employees and more!

Our Values:

At JAGGAER our business is about people. Our products are built on intellectual property but the real differentiator is the teams behind themthe way we collaborate innovate solve problems and deliver for customers. TEAM gives us a common set of expectations for how we work together across products cultures and geographies.

Transparency Openness Builds Trust

Candor strengthens relationships speeds decision-making and ensures problems are solved togetherwith customers teammates and partners.

Entrepreneurial Spirit Own It Drive It Make It

A scrappy customer-obsessed problem-solving mindset is at the cornerstone of both organizational and personal growth

Accountability Thumbs In Not Fingers Out

We take responsibility ourselves before pointing elsewhere

Metrics-Driven Results Outcomes Over Activities

Data and evidence guide our decisions help us course-correct quickly and ensure were delivering real impact

EEO:

JAGGAER is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based upon race ethnicity ancestry religion color national origin sex (including pregnancy childbirth or related medical conditions) marital status caregiver status sexual orientation gender gender identity gender expression transgender status sexual stereotypes age genetic information military or veteran status mental or physical disability or other applicable legally protected characteristics.

ACCESSIBILITY:

JAGGAER is committed to providing access and reasonable accommodation to applicants. If you are a qualified individual with a disability or a disabled veteran and you think you may require an accommodation for any part of the recruitment process please send a request to: All requests for accommodations are treated discreetly and confidentially as practical and permitted by law.

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