Customer Success Manager Ii

At Emburse our mission is to help make our users’ lives – and their businesses – better. We are dramatically transforming how organizations manage corporate expenses and invoices. We humanize work by automating manual tasks and saving users’ time, so they can focus on what matters most – their family, community, or more rewarding work. We help CFO’s give their employees a simple and amazing experience while ensuring compliance and reducing costs. Our solutions are tailored for companies from start-ups and SMBs to enterprises such as Microsoft, Pinterest, Bosch, Bill & Melinda Gates Foundation, and Estee Lauder. We have more than 18,000 customers and 12 million users globally.

CSMS are responsible for the post-sales success of a portfolio of customers. As a CSM, the employee is responsible for making the value of the solution visible to the customers while looking for additional opportunities for the customer to expand their services and products to achieve their goals. The CSM is also responsible for driving customer adoption and success by providing usage/adoption recommendations, performing Business Reviews and delivering an industry leading customer experience.

What you'll do:

• Own ultimate responsibility for the customer’s retention and expansion success while preventing churn
• Serve as an escalation point for issues that impact the customer’s success and work with internal teams to drive resolution
• Be familiar with CSM negotiation and quota management
• Collaborate with internal teams to represent voice of the customer
• Maintain accurate and current records of customer information in Salesforce
• Upsell additional products/services to customers
• Deliver an industry leading customer experience
• Establish product/industry best practices for customers
• Participate in customer forums
• Provide product education/support for new and ongoing customers
• Own cancellation process to identify cancellation, work with sales/customer to save account, and if unable, ensure to document and complete the cancellation process

What we're looking for:

• Collaboration software experience: Confluence experience (or Wrike experience at Captio)
• Quota Management experience
• Strong interpersonal, organizational, and communication skills
• 1-3 years experience in customer service role
• Time Management & work/life balance
• Proficient with Excel, Word, Powerpoint and Google Suite
• ZenDesk experience
• Salesforce experience
• Bachelor’s Degree
• Product Demonstration Skills
• Experience using video conferencing systems (Zoom or GoToMeeting)
• Customer Success Software experience: Gainsight experience (or ClientSuccess at Captio)

Emburse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Emburse complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment.