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Customer Success Specialist

New York City, NY - US

CUSTOMER SUCCESS SPECIALIST

(New York, NY - US)

Founded in 2000, Ivalua is a leading global provider of cloud-based procurement solutions.

COMPANY OVERVIEW 

At Ivalua we are a global community of exceptional professionals, who believe that digital transformation revolutionizes supply chain sustainability and resiliency to unlock the power of supplier collaboration. 

We achieve this through our leading cloud-based spend management platform that empowers hundreds of the world's most admired brands to effectively manage all categories of spend and all suppliers to increase profitability, improve ESG (environmental, social, and corporate governance) performance, lower risk, and improve productivity. Driven by our passions and fueled by our shared ambitions, we empower and challenge each other to create meaningful experiences for our colleagues, customers, partners, and communities. 

Learn more at www.ivalua.com. Follow us on LinkedIn 

THE OPPORTUNITY

CONTEXT: 

Our Customer Success team is dedicated to our customers' success post-implementation, building long lasting partnerships with our customers, and driving strong adoption, satisfaction, and retention. With over 20 team members globally, the Americas Customer Success team needs to keep growing to satisfy demanding customers. In this context of fast growth we are looking for a proactive and motivated Customer Success Specialist to join our growing team in New York.

ROLE: 

As a Customer Success Specialist, you’ll play a critical role in ensuring that our customers are successful and getting value out of the Ivalua platform. You’ll support a portfolio of enterprise accounts, ensuring strong onboarding, engagement, and ongoing success. In this role, you’ll be responsible for increasing user adoption, helping identify expansion opportunities through product fit, use-case growth, and cross-functional collaboration, and addressing roadblocks if they come up. Being a people person is a necessity for this position. You’ll often find yourself traversing between business and technology topics.

This role will require 30% travel to meet in-person with customers on a regular basis.

WHAT YOU WILL DO WITH US 

  • Customer Management: Act as the Ivalua client advocate for assigned book of clients, ensuring key decision makers understand the value of Ivalua. Build and maintain day-to-day relationships with contacts in enterprise accounts and assist senior CSMs with executive communications and health reviews.
  • Adoption & Success Planning: Monitor customer usage and KPIs, identify adoption trends, translate client goals into documented, actionable success plans, and mitigate risks. Manage client referenceability plans. 
  • Renewal and Expansion: Manage the process for timely renewal negotiations including quotes and business reviews and actively collaborate with Sales to identify upsell and expansion opportunities.
  • Operational Excellence: Coordinate and manage regular client meetings, oversee special projects/implementations, and ensure internal collaboration resolves customer issues quickly.
  • Data Management & Reporting: Accurately document all customer data and interactions within our internal system of record, and report client status to all organizational levels.
  • Product Advocacy & Feedback: Act as the Ivalua client advocate for the platform's value, demonstrate best-practice solutions for improvement or expansion, and track client feature requests with the Product Team.

YOUR PROFILE

If you have the below experience and strengths this role could be for you:

Skills and Experience:

  • At least 3 years of relevant work experience in B2B SaaS customer success, account management, or in a strategic consulting organization, or relevant experience in complex software implementation
  • Ability to identify business development opportunities with key sponsors in the install base
  • Ability to prepare and deliver formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health
  • Drive the continuous improvement of customer-centric initiatives across the company, fostering a culture of customer success with key partners (Marketing, Product, Sales, Finance, Executive)
  • Functional expertise in at least one of the following areas: Procurement, Sourcing, Supplier Risk, or Accounts Payables nice-to-have
  • Bachelor's degree in related field required or equivalent experience with proven skills

Soft Skills:

  • Managing client expectations and desired outcomes using strong leadership, project management, presentation skills, and business acumen.
  • Partnering proactively with clients to help them meet business objectives, educate them on best practices, guide them through transformations, and ensure expected value realization.
  • Driving customer adoption of new features or services through motivation and clear communication.
  • Maintaining high standards of organization and discipline in follow-through and task completion.
  • Collaborating effectively as a team player to achieve shared goals and positive outcomes.

WHAT HAPPENS NEXT

If your application fits this specific position’s needs, our skilled Talent team will reach out to schedule an initial screening call. Get one step closer to achieving your goals – apply today! 

Our Talent team will guide you through every step of the interview process - from preparation to completion. They're here to support you! 

Our recruitment process is designed to assess your competencies through a series of personalized interviews with internal stakeholders relevant to the role. 

Interviews will be conducted virtually via video or on-site with face-to-face meetings.

LIFE AT IVALUA

  • Hybrid working model (3 days in the office per week)
  • We're a team dedicated to pushing the boundaries of product innovation and technology
  • Sustainable Growth, Privately Held
  • A stable and cash-flow positive Company since 10 years
  • Snacks and weekly lunches in the office
  • Feel empowered to pursue your goals with improved team collaboration and increased creativity/productivity
  • Unlock and unleash your full professional potential with our exceptional training and career development program
  • Join a dynamic and international team of top-notch professionals who are experts in their respective fields. Collaborate with like-minded individuals who are deeply passionate and highly motivated about their work. Experience a truly diverse and inclusive work environment where your unique contributions are highly valued
  • Regular social events, competitive outings, team running events, and musical activities
  • Comparably recognized Ivalua for the following (https://www.comparably.com/companies/ivalua):

Powered by People - Powered by You!

United by our values we embrace diversity and equity in the broadest possible sense to create an inclusive workplace. To help our customers make supply chains more efficient, sustainable and resilient, we rely on a global team with a variety of backgrounds, skills and views. We believe in equal opportunity and in diversity as a driver of innovation that cultivates a spirit of inclusiveness, creates a productive and fun place to work, and provides fulfilling career opportunities for all Ivaluans. https://www.linkedin.com/company/ivalua/about/

Experience life at Ivalua - check out our captivating video! Gain insight into our unique company culture and get a glimpse of what it's like to work with us.

Ivalua’s core values include a priority on Care & Grow People. We take matters like pay equity very seriously and strive to reward our employees appropriately and fairly for their talents.

The compensation range for this position is based upon careful and continual market compensation research. In addition to location, compensation may also vary based upon job-related knowledge, skills, and experience.

Title: Customer Success Specialist

Base Range minimum: $70,000

Base Range maximum: $100,000

Additional compensation / rewards: Ivalua offers an annual target bonus for this position conditional on individual and company performance. Other compensation factors may also be considered. Ivalua also offers exceptional benefits including medical, dental, vision, retirement (with company match), and much more.

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