Enterprise Customer Success Manager - US
AppZen
Customer Service, Sales & Business Development
Remote
Posted on Nov 21, 2024
AppZen is the leader in autonomous spend-to-pay software. Its patented artificial intelligence accurately and efficiently processes information from thousands of data sources so that organizations can better understand enterprise spend at scale to make smarter business decisions. It seamlessly integrates with existing accounts payable, expense, and card workflows to read, understand, and make real-time decisions based on your unique spend profile, leading to faster processing times and fewer instances of fraud or wasteful spend. Global enterprises, including one-third of the Fortune 500, use AppZen’s invoice, expense, and card transaction solutions to replace manual finance processes and accelerate the speed and agility of their businesses. To learn more, visit us at www.appzen.com.
Are you passionate about data and customers? Do you love building relationships, getting deep in products, driving adoption, and showcasing business value? We are looking for people who can drive the success of our fast-growing list of Fortune 500 customers.
In the Enterprise CSM role you will own the customer relationship from adoption to renewal and expansion. Role responsibilities include: driving product utilization, optimizing configuration to maximize value, advocating internally for product improvements based on customer feedback, and showcasing business impact to customer executives in the form of Business Reviews.
If you are looking to make an immediate impact, this role may be for you!
About You:
- You are a patient and caring person, highly organized and driven.
- You are excited by AI and its ability to transform and improve how businesses run.
- You thrive on helping customers achieve their desired outcomes from software investments.
- You have strong spoken and written communication skills.
- You are action-oriented; no task is too small or insignificant for you.
- You value prioritization to guide your focus toward the highest-impact activities.
- You have had direct exposure to finance and/or accounting - Accounts Payable, Travel and Expense, Accounting, etc.
- You have had direct exposure to finance tech, e.g. SAP Concur, Chrome River, NetSuite, Oracle, etc.
- You’re scrappy and comfortable asking for help.
- You’re deeply team-oriented and enjoy a fast-paced startup environment.
Your responsibilities will include:
- Creating a smooth transition from sales for new customers, and aligning with the customer’s executive sponsor during implementation; overseeing key milestones during implementation in partnership with Implementation Success Manager (ISM).
- Post go-live, conducting cadence calls to monitor and assess program health, along with project-managing the adoption of new/existing features & functionality.
- Regularly analyzing and communicating business value to customer executives and their teams, typically in the form of Business Reviews.
- Partnering with sales to identify opportunities to increase customer value–resulting in upsell/cross-sell/expansion.
Must-haves:
- 3-5+ years of experience as a Customer Success Manager or Account Manager owning enterprise relationships for B2B software solutions.
- Humble and friendly personality with an open and honest communication style.
- Ability to analyze and investigate large data sets to understand user behavior and make tangible recommendations for improvement to drive ROI.
- Exceptional presentation skills to engage Director/VP/C-level stakeholders.
- Ability to understand our business applications quickly with little hands-on training.
- Nice-to-have: previous experience with project management, fraud, compliance, and EU privacy laws.
- Nice-to-have: previous experience using a Customer Success Platform such as Catalyst or Gainsight.
We are equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.