Customer Success Manager

Verusen is experiencing incredible growth into our 3rd year. We are working with some of the world’s most respectable brands growing over 500% in 2020--a year that was challenging for so many. This will be hard work. But building a great company is never easy. Are you our next Customer Success Manager?

Verusen is a leading technology company that uses artificial intelligence to provide visibility, digitization and prediction of materials data and inventory for complex supply chains. The company’s AI software harmonizes disparate material data across ERP instances/systems while providing accurate MDM across the enterprise to optimize inventory costs. 

The company vision is to build the intelligent connected supply chain, where organizations can exchange digital materials data throughout the supply chain and receive the intelligence they need to stay agile and efficient. 

Verusen is venture-backed by leading investors from San Francisco to Boston, and is a Signature Company at Georgia Tech’s Advanced Technology Development Center (ATDC). Partnerships including SAP and Accenture. Verusen is a portfolio company of SAP.iO.

Supply chains are the driving operations of our world. Everything we touch was thoughtfully designed, manufactured, and delivered. But supply chains often do not get the same appreciation and focused attention in technology offerings. It can be difficult to create thoughtful software that helps drive the seamless coordination and efficiency of supply chains. But when done right and capitalized on, the implications for impacting organizations up and down a supply chain can be enormous--and the world at large. This is the challenge and opportunity for an experienced, driven Customer Success Manager (CSM) at Verusen--trusted advisor of our customers.

We are looking for a CSM who is not just willing but wanting to roll up the sleeves to help us build a world-class SaaS offering for the world's most complex supply chains. Our ideal team member will help lead customers post-implementation to achieve long-term, sustainable success with Verusen. The CSM will help drive value for our customer stakeholders understanding the personas and value available to each. The Customer Success Manager will help be accountable for a book of enterprise clients--each of which can have 100+ platform users. The CSM will use select SaaS tools to help monitor and manage customer engagements and prime customers for renewals. Key metrics will be based on renewals, retention (/ churn), CSAT, support needs, and future upsell / cross-sell opportunities.

The CSM will also help align our product strategy, engineering efforts, and go-to-market initiatives. 

Our Customer Success Manager needs to be passionate about understanding customers and finding solutions to real customer problems--get down to the why. Customer empathy is paramount. Our team, customers, investors, and partners have a high bar for strong ROI and speed to value, the ideal candidate will be a tactical Customer Success Manager who excels at continuous discovery and agile delivery.
 

Responsibilities

• Drive customer retention through renewals, and help execute upsell and cross-sell opportunities

• Gain a deep understanding of customer needs and help customers achieve success with the Verusen platform and knowledge base

• Guide new customers with our Engagement Architect on onboarding and training initiatives

• Work with the many levels of stakeholders of our customers from central executive leadership to field-level managers

• Craft and prioritize initiatives for the customer journey that facilitates long-term value for each customer

• Help drive new product capability rollouts including documentation and training, as needed

• Coordinate periodic business and partnership reviews to ensure alignment of customer and Verusen company goals

• Work closely with the Solutions Architect for seamless account transitions from limited subscriptions to long-term subscriptions

• Provide Level 1 support, and triage for Level 2 / 3 technical support

• Manage and create initiatives to improve the customer experience

• Disseminate relevant industry best practices (on top of Verusen best practices) to help customers--be a trusted partner

• Be the Verusen liaison for customers, and be the customer liaison for Verusen

• Organize and execute customer success practices that enable customers to maximize long-term value including, but not limited to: weekly / monthly status reports, quarterly business reviews, product demos and training, etc. 

• 3-5 years of experience as an enterprise Software-as-a-Service (SaaS) customer success or customer support professional is a MUST

• Knowledge of and experience in Supply Chain or Inventory Management is a MUST

• Experience with SAP or competitive enterprise asset management software is preferred

• Ability to manage expectations with customers with a relatively young product offering 

• Understanding and experience of building artificial intelligent-offerings are desirable

• Strong technical analysis of data with SQL is desirable to help support and troubleshoot with customers

• Excellent verbal and written communication skills. Must be able to clearly articulate and present product concepts, strategy, and vision to internal and external teams

• Ability to manage a project including timeline and resource management

• Experience working in an Agile environment using tools such as Jira is a plus

• Ability to adapt to fast-moving and changing environment as the team and our product grows

What we offer

• A unique team member role to building an early-stage startup straddling agile SaaS technology and major organization supply chains

• Learning from the best - passionate co-workers and a hands-on and engaged leadership team

• Great colleagues and a social working environment in Midtown Atlanta; though, flexible office policy through 2020 and foreseeable 2021

• A competitive salary, equity and variable compensation model

• Health / dental / vision coverage

• Work that matters

• Access to Verusen’s #hungry Slack channel 😉