Client Success Manager

Emploi pas sur LinkedIn

🕒 il y a 5 mois

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

🦅 Parrain de Visa H1B

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CrossCountry Consulting

Site WebLinkedInTous les Emplois

501 - 1000 employés

🤝 B2B

💸 Finance

🏢 Entreprise

💰 €1 500 000 Venture Round en 2021-02

B2B • Finance • Enterprise

CrossCountry Consulting est un cabinet de conseil en affaires qui fournit des solutions intégrées pour la gestion financière et des risques. Leur expertise inclut la comptabilité technique, le reporting financier, l'optimisation comptable opérationnelle et la gestion intégrée des risques. Ils se spécialisent également dans la transformation technologique, soutenant les organisations à travers la transformation financière, la transformation des données et l'analytique. CrossCountry Consulting sert divers secteurs tels que les services financiers, les sciences de la vie, la technologie, les médias, les télécommunications, l'immobilier, l'hôtellerie et les contrats gouvernementaux. Avec un accent sur la finance stratégique, le cabinet aide ses clients lors de transactions comme la préparation à l'introduction en bourse, les fusions et acquisitions, et les cessions. Ils visent à créer de la valeur présente et future pour les entreprises en collaborant avec les directeurs financiers, les sponsors de fonds d'investissement privé et les dirigeants d'entreprise pour résoudre les défis actuels et se préparer au succès futur.

Description

• Lead Client Relationship & Delivery Success • Oversee the transition from implementation to PPS, ensuring a seamless handoff, complete documentation and operational readiness. • Serve as the primary point of contact for assigned clients, helping ensure they stay supported, informed, and able to realize the full benefit of their Coupa investment. • Build influential relationships with client stakeholders to understand their strategic priorities and how CrossCountry’s solutions can best support them. • Coordinate issue resolution, support requests, and internal escalation management to drive a frictionless client experience. • Drive Client Adoption, Value and Growth • Monitor adoption trends and KPIs to proactively address risks and identify opportunities to increase ROI. • Lead semi-annual business reviews with clients to evaluate performance, share insights, and align future needs and roadmap. • Identify and qualify opportunities to upsell additional software licenses, modules, advisory and/or post-production services. • Partner with internal teams (Sales, Delivery, PPS) to execute timely renewals, negotiate scope changes, and support expansion conversations. • Enable Operational Excellence • Maintain accurate and timely documentation of client activity, risks, opportunities and account health in Salesforce. • Collaborate with cross-functional teams to ensure coordinated service delivery and alignment with client strategies. • Contribute to continuous improvement by developing client success best practices, playbooks and refined onboarding processes. • Contribute to developing and implementing firm-approved, AI-enabled solutions for clients, in accordance with company policies on data protection, intellectual property, and professional standards.

🎯 Exigences

• 3+ years in Client Success, Account Management, Customer Support or related functions in a Saas or enterprise software environment. • Proven track record managing client portfolios and driving retention, upsell, and adoption outcomes. • Experience supporting clients through post-production activities, quarterly or semi-annual reviews, and/or renewal cycles. • Familiarity with ERP, procurement, and/or financial systems (specifically Coupa and NetSuite) preferred. • Exceptional communication, relationship-building, and presentation skills. • Strong ability to navigate client conversations with professionalism, empathy and commercial awareness. • Proficiency in Microsoft Office, especially Excel (data analysis, organization) and PowerPoint (client-ready presentations). • Experience with CRM systems, such as Salesforce. • Demonstrated ability to analyze client data and translate insights into action. • Ability to manage multiple priorities in a fast-paced, team-oriented environment. • Comfort with AI: Demonstrated ability to responsibly explore and adopt firm-approved AI tools to enhance productivity and innovation. • Continuous Learning Mindset: Openness to learning and applying emerging technologies including AI and automation in alignment with firm policies and client standards.

🏖️ Avantages

• The CrossCountry total rewards package includes comprehensive healthcare options, including medical, dental, and vision coverage; flexible spending accounts; and a 401(k) with company matching. Additionally, employees can take advantage of generous parental and maternity leave policies, technology stipends, and wellness reimbursement programs, all designed to support both professional growth and personal well-being.