Customer Success Manager

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Act as a Subject Matter Expert on all apexportal solutions with a thorough comprehension of how these solutions can fulfill client requirements.

• Exhibit a profound understanding of clients’ businesses, including their challenges, opportunities, and goals.

• Maintaining existing relationships is not sufficient; the Customer Success Manager (CSM) should work to enhance these relationships.

• Create and implement strategies that enhance customer adoption and satisfaction.

• Lead customer engagement initiatives such as Executive Business Reviews and alignments with process or technical teams.

• Identify opportunities for additional business within assigned accounts through proactive cross-selling and upselling strategies.

• Contribute to departmental goals by identifying further service opportunities for existing clients.

• Ensure that C-level executives at client organizations achieve their desired outcomes and derive maximum value from our solutions.

• Build and maintain relationships with customers, ranging from C-level executives to administrative staff, through regular meetings, understanding their needs, and providing customized solutions.

• Foster customer relationships that will yield positive references for potential prospects.

• Lead and coordinate both administrative and technical teams within apex and with clients to drive process and technical priorities to completion.

• Advocate for and address the product, technology, and service needs of customers within the organization.

• Evaluate client usage, performance, and satisfaction, and align their business goals with our solutions.

• Acquire in-depth knowledge of apex solutions.

• Conduct foundational demonstrations of apex products to enhance customer knowledge and growth.

⛳️ Requirements

• At least 5 years of experience in a customer success role.

• Familiarity with supplier onboarding, dynamic discounting, supply chain financing, and e-invoicing solutions is preferred.

• A solid understanding of Accounts Payable and procurement principles, including best practices in Accounts Payable, is beneficial.

• Capability to engage credibly with technical and line-of-business professionals, as well as senior executives, including the CPO, CFO, and CEO levels.

• Strong project management skills are an advantage.

• Ability to build rapport with team members and clients.

• Exceptional customer communication skills, with an emphasis on active listening.

• A dedicated commitment to customer satisfaction.

• Excellent verbal and written communication skills, including the ability to effectively engage with both business and technical personnel at peer and senior levels within both the APEX organization and client organizations.

• Collaborate with customers to create and implement success plans that align apex’s capabilities with their business objectives.

• Strong influencing, problem-solving, and negotiation abilities.

• Bachelor’s degree is preferred.

• Willingness to travel 25% to client sites and the corporate office in Greensboro, North Carolina.

🏝️ Benefits

• Competitive benefits tailored to the countries we serve.

• BeWell@apex initiative promoting employee growth across six key wellness areas: Emotional, Physical, Community, Financial, Social, and Intelligence.

• Resources including a robust Mentor Program, Internal Training Portal, and support for Education, Tuition, and Certification Assistance.