Customer Success Manager

$82,400 - $123,600/Yr

Sphera Solutions - Remote, OR

Full-time - Mid Level

Remote, OR

Professional, Scientific, and Technical Services

About the position

The position involves managing and optimizing a portfolio of B2B customers in strategic purchasing and supply chain management, focusing on medium-sized businesses and large corporations in North America. The role requires advising new customers on the implementation of Sphera's SaaS solutions for Supply Chain Risk Management and Sustainability, while also building long-term relationships. The individual will act as a Trusted Advisor, driving customer adoption and retention, conducting user training, and representing customer needs in internal product development projects to ensure satisfaction with the solutions provided.

Responsibilities

• Manage and support a portfolio of B2B customers in strategic purchasing and supply chain management.
• Advise new customers on the implementation of SaaS solutions for Supply Chain Risk Management and Sustainability.
• Build long-term customer relationships and act as a Trusted Advisor for Supply Chain Transparency solutions.
• Drive customer adoption and retention management.
• Support Account Management in identifying and realizing upsell potential within the client portfolio.
• Conduct user trainings, Q&A sessions, and project workshops to engage users and decision-makers.
• Provide operational insights to support Account Management in escalation management.
• Represent customer needs and be the voice of the customer in internal product development projects.
• Continuously ensure customer satisfaction with the solutions offered.

Requirements

• Experience in supply chain management or strategic purchasing.
• Strong understanding of SaaS solutions and their implementation.
• Excellent communication and relationship-building skills.
• Ability to conduct training and workshops effectively.
• Proven track record in customer satisfaction and retention management.

Nice-to-haves

• Experience in the Environmental, Social and Governance (ESG) space.
• Familiarity with risk management and sustainability practices in supply chains.
• Previous experience in a customer-facing advisory role.

Benefits

• Medical, Dental, and Vision Insurance
• Health Savings Account
• Flexible Spending Account
• 401(k) Retirement Plan with Company Match
• Life and Disability Insurance
• Critical Illness Insurance
• Accident Insurance
• Hospital Indemnity Insurance
• Paid Time Off and Holidays
• Flexible Working Schedule