Customer Success Manager - TSO

Costa Rica
Permanente
Tiempo completo

Hace 1 mes

Company OverviewGEP is a diverse, creative team of people passionate about procurement. We invest ourselves entirely in our client’s success, creating strong collaborative relationships that deliver extraordinary value year after year. Our clients include market global leaders with far-flung international operations, Fortune 500 and Global 2000 enterprises, leading government and public institutions.We deliver practical, effective services and software that enable procurement leaders to maximise their impact on business operations, strategy and financial performance. That’s just some of the things that we do in our quest to build a beautiful company, enjoy the journey and make a difference. GEP is a place where individuality is prized, and talent respected. We’re focused on what is real and effective. GEP is where good ideas and great people are recognized, results matter, and ability and hard work drive achievements. We’re a learning organization, actively looking for people to help shape, grow and continually improve us.Are you one of us?GEP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, disability status, or any other characteristics protected by law. We are committed to hiring and valuing a global diverse work team.For more information please visit us on GEP.com or check us out on LinkedIn.com.What you will doWhat you will do:

Establish and manage loyal relationships with multiple key stakeholders and accounts under operations.
Genuinely care about client challenges and successes and able to demonstrate creative thinking and problem-solving skills to help client overcome challenges.
Form strategic account plans including areas for improvement, opportunities, and action items.
Develops customer account plans for customers by leading a joint company/customer planning process that identifies relevant customer needs, prioritizes initiatives and company investments, and establishes a clear action plan for success.
Identify opportunities for client to increase usage of the current product as well expand to new products offered by GEP.
Owns and leads the customer engagement and delight roadmap, commanding the ability to influence all product lines by creating a Voice of Customer program and help in defining Product roadmap through aggressive Market and customer listening.
Proactively manage customers’ satisfaction and service delivery by anticipating potential service problems, and monitoring satisfaction.
Understand client business requirements, propose and negotiate a technical solution and deliver solutions.
Translate client business requirements for internal technical team and ensure that the product/service is delivered to client per the requirements and timeline.
Manage and support the contract process to include contract administration needs.
Lead a team of Technical Account Managers to ensure continuous

improvement in CSAT which should result in increased retention & reference ability. * Work closely with other leaders in Product Engineering and Product Management to deliver product solutions that will be highly successful in the marketplace.

Display deep knowledge of GEP products and markets and is capable to deliver demos when needed.
Create project plans, determine key success factors, milestones and review use cases.
Manage Key Metrics: CSAT, Retention, Revenue Growth among others.
Document success strategies and best practices for Internal trainings.
Provide training/development guidance to Customer team.
Facilitate the transfer of best practices and continuous improvement processes.

What you should bringWhat you should bring:

5+ years of demonstrated successful career record with at least 2-3 years in procurement and sourcing area. Previous experience in an account management role for a technology firm is strongly preferred
Familiar with online procurement/sourcing tools including RFP, Auction, Contract Management, Spend Analysis and P2P.
Excellent communication and client management skills.
Strong leadership skills in a client-facing environment.
Experienced team leader skilled in people development, coaching and motivation.
Strong teamwork, problem solving, organization and process improvement skills.
Strong negotiation, influencing, and consensus-building skills.
Strategic and critical thinking skills.
Strong analytical, written and verbal communication skills.
Strong negotiation skills and business acumen.
Ability to work effectively with a wide variety of people in individual and group settings.
Strong organizing and time management skills, with the ability to prioritize and respond to shifting deadlines.
Proficient in MS-Suite.
Bachelor’s Degree required, master’s in business or operations preferred.
Availability for traveling

GEP

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