Customer Success Manager - Vms Platform For Contingent Labor

SimplifyVMS is a leading global cloud-based contingent workforce Vendor Management System (VMS) to manage contingent workforce and services procurement programs. The platform provides customers to manage their entire external/non-employee workforce, including contingent labor, and Statement of Work independent contractors. Simplify is built in the latest technology stack including a strong focus on mobile.

This product has been rated as one of the top products in the industry and has been implemented globally for over 50 Fortune 500/Global 2000 clients and is growing aggressively.

As a Customer Success Manager, you will be working in a fast-paced environment with our customers across the organization, understanding and resolving their inquiries in collaboration with the customer success and / or dev team. If you love solving easy to complex technical and non-technical problems and helping others to understand how to use technology/contingent workforce process this is the role for you!

Primary Responsibilities

• Understanding what customers are asking for and responding with solutions in a non-technical and semi-technical Level 1 environment.
• Be the single POC for customer stake holders and users.
• Collaborate with the team and document learnings.
• Ability to learn various customer platform configurations and business processes to provide customer support.
• Working alongside the dev team for Level 2-4 cases - including bugs, feature requests, change and enhancement requests and cases involving more technical support.
• Participate in team status calls.
• Responsible for managing relationships with keys stake holders with our enterprise customers.
• Responding to non-technical and technical issues from our customers via email during our support hours
• Provide customer training/education on functionality or business process questions.
• Responsible for driving customer satisfaction including adoption and superior user experience.
• Assist Customers with reporting requests.
• Work in partnership with the Customer Success Leader in resolving customer non-technical and technical issues or platform functionality questions/issues and change or enhancement requests.
• Creating documentation in support of functionality, customer business process changes, custom integrations, changes, enhancements, etc.
• Proactively communicating with customers on the status of their requests and keep them informed as we resolve their issues.
• Monitoring cases sent to the dev team to ensure timely case closes.

Required Skills

• Strong analytical skills and Strategic/Critical thinking
• Preferably some experience working with a ticketing system.
• Technically savvy with new and innovative technology
• Minimum 3-5 years' experience supporting large contingent labor programs as a hands-on operator from a VMS/MSP perspective.
• Ability to build solid internal/external relationships.
• Ability to handle escalations/issue resolution with clients.
• Ability to multi-task, solves problems, and work in a fast-paced team environment.
• Ability to present QBR's and other business sessions with key stakeholders.
• Strong work ethic, strong attendance record. Should be outcomes focused.
• Superior time management and organizational skills
• Provide training to users on our VMS platform.
• Ability to prioritize competing cases, projects/initiatives.
• Excellent relationship building skills. Should be able to single handedly own and drive key stake holder relationships.
• Strong understanding of any leading VMS from an end-to-end process.
• Excellent communication (verbal and written) skills.

Performance Appraisal Competencies

• Problem Solving/Analysis
• Product Knowledge
• Initiative
• Communication
• Issue Management
• Quality
• Customer Focus

SimplfyVMS is an EEO employer.

SimplifyVMS culture:

• Transparent: Open and honest to self and others.
• Humble: Have humility and be respectful; no egos allowed.
• Entrepreneurial: Be self-driven and motivated with passion for technology.
• Collaborative: We favor teamwork and take ownership.
• Effective: Get stuff done!
• Adaptable: Willing to fill any role, anytime. Going above/beyond the call of duty.