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We create possibilities that move life and commerce forward

Welcome to Manhattan Associates. Our supply chain commerce technology positively affects how people on six continents work, shop and live. If you want to tackle complex problems, push limits and redefine what’s possible, you’ve come to the right place.

JOB SUMMARY

Responsible for engaging, retaining, and helping enable our customers to fully utilize Manhattan Associates Solutions. As a key customer advocate within the Customer Success team, the Customer Success Manager will be responsible for enabling and maintaining customer success through the lifecycle of the customer.

MINIMUM REQUIREMENTS

  • Experience leading software support or implementation consulting in store systems or supply chain domain
  • Customer success experience in technology/supply chain
  • Experience with cloud-based/SaaS solution offerings
  • Experience working with large and complex enterprise accounts, supply chain is a plus

EDUCATION REQUIREMENTS

  • Bachelor’s or foreign equivalent degree in business or technical field or hands on business experience

Principal Duties and Responsibilities

  • Serve as the lead point of contact and ensure customers are receiving world-class services
  • Become a functional expert on Manhattan solutions and educate customers on the use and benefits of our products
  • Understand each customer’s strategic goals and make recommendations based on Manhattan Associates’ products and best practices
  • Take ownership of technical issue escalations, responding in a timely manner, and working with cross-functional teams to understand root cause and remediation plans to address client issues
  • Partner with sales to drive alignment for customer renewals and expansions
  • Identify up-sell opportunities and communicate potential risks that would threaten renewals
  • Sell Manhattan Associates Services to existing customers
  • Monitor and maintain customer health score and proactively drive action throughout the customer lifecycle to reduce churn risk
  • Collaborate with internal teams to drive alignment, understand customer perceptions, and partner together to exceed customer expectations
  • Work closely with Sales, Support, Product and Professional Services teams to track optimization requests, best practices, technical recommendations, and ensure account issues are resolved quickly
  • Conduct quarterly business reviews and regularly interact with key stakeholders to deliver insights, product notifications, support notices, and operational reviews
  • Establish regular cadence for project status updates, track meeting minutes, and manage project plans through completion
  • Analyze data independently to discover insights to improve the customer experience
  • Prepare slide presentations and reports in a consumable customer format that delivers actionable insights
  • Partner with marketing to develop customer stories, case studies, and client references based on data driven results
  • Maintain expertise on industry trends/practices and competitive landscape

ADDITIONAL CHARACTERISTICS

  • Ability to quick grasp and distinctly explain technical and business concepts
  • Demonstrated ability to create and maintain healthy relationships with people on all levels of the organization (internally and externally)
  • Experience in developing case studies based on customer performance
  • Strong analytical skills, comfortable working with disparate raw data to drive insights and action plans
  • Advanced problem-solving skills, ability to develop effective solutions to complex problems
  • Strong understanding of business processes and their implementation to enterprise applications
  • Exceptional organizational skills, experience coordinating concurrent projects in a high-pressure environment
  • Ability to leverage cross-functional business and technical teams to provide timely issue resolution
  • Strong attention to detail is a must
  • Proven consultative sales skills, including the ability to articulate a clear, concise return on investment
  • Previous experience selling services into an existing client base
  • Solid communication skills both oral and written with ability to lead meetings both onsite and over phone or WebEx.
  • Proficient in all Microsoft Office applications (Outlook, Word, Excel, PowerPoint, Project, Visio) & Salesforce.com
  • Willingness to travel up to 50% required

#li-KM1

Committed to diversity and inclusion

At Manhattan, it’s about more than just the work. From cultural celebrations to interest groups to volunteer

opportunities, your true self is always welcome here. Our team members’ backgrounds, experiences and

perspectives add to us as a whole and make us unique.

We are proudly an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for

employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin,

disability, or status as a veteran. In the United States, Manhattan Associates participates in the Employment

Eligibility Verification Program (E-Verify) operated by the Department of Homeland Security in partnership with the

Social Security Administration. Participation in the E-Verify Program allows Manhattan to confirm the employment

eligibility of all newly hired employees after the Employment Eligibility Verification Form (Form I-9) has been

completed.

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Confirmed 6 hours ago. Posted 30+ days ago.

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