Strategic Client Success Manager

Our Business

Elemica offers a state-of-the-art supply chain operating network in the areas of customer & supplier management and logistics— promoting new levels of efficiency and profitability for a leaner and more fully optimized supply chain. Elemica’s clients achieve significant value from reduced cost of operations, faster process execution with fewer resources through the automation of key business processes, removal of transactional barriers, and seamless information flow between business partners.

Our Values

At Elemica, we believe that our success is founded on a shared set of core values that guide our decisions and actions. From our CEO to our newest entry-level employees, every member of our team is encouraged to embrace these values, which we hold in high regard.

• Trust and Respect
• Growth and Development
• Communication and Collaboration
• Accountability and Ownership

Making an Impact!

The position: Strategic Client Success Manager

(Location: Hybrid in Atlanta, GA or Remote)

Customer Focus

Develops uniquely strong customer loyalty; low-to-no customer attrition; customer executive contacts will go to bat for him/her; generates repeat business more than peers; book of business has high customer satisfaction/NPS scores relative to peers; partnering with Success and Sales to position clients for success, deliver presentations, engage executives, and assist with escalations

Problem-Solving

Determines root cause of internal and external problem; developing solutions; overseeing and helping achieve resolution; ensuring problems do not re-occur (learning from failure); leveraging the management technique of failure-based evidence and applying those lessons

Domain Expertise

Maintains deep industry, persona, and customer knowledge; knows customer workflows and how they integrate into Elemica tools; solid knowledge of business and ability to proactively keep current on industry trends

Change Management

Possesses the ability to drive change with clients; create a coalition of both buyer and user personas; help create urgency in order to increase customer utilization of the solution, which creates value

Value Justification

Proactively and consistently demonstrates to the customer the value and benefits of partnering with Elemica, ensuring the relationship is viewed by the customer as indispensable and irreplaceable.

Retaining Customers

Gains customer loyalty; drives utilization/consumption rates; possesses personal connections with accounts; asks for references and approval of case studies; identifies training opportunities and ensures customer is aware of new product features; prevents customer attrition; serves as a trusted advisor; generates repeat business; expand the breadth and depth of existing pipeline opportunities; learn about our customers’ definition of value, challenges, persona roles, and business partners; earning customer loyalty by delivering on our promises with empathy, compassion, strategic advisement, best practices guidance, rapid response, high quality communication and accountability

Managing Processes

Adopts company policies; utilizes CRM system; adheres to opportunity management process; understands customer success and sales methodologies; defines and manages handoffs with other Elemica departments and clients; measures process output; provides specific governance and guidance around process adherence; Collaborate and align very effectively with leadership in Customer Success, Sales, Consulting, Marketing, Biz Ops and Product / Engineering to ensure cross-functional integration of processes and services; best practices and innovation in demonstrating measurable value, onboarding, and operationalizing the customer lifecycle

Organization / Planning

Budgets time and money and effectively manages budget; manages meeting commitments; handles prioritization conflicts;

Organizational Agility

Motivates supporters and overcomes opposition of detractors within customer organizations; maintains high good will from all parties after resolution of conflicts

What you’ll do

Increase Elemica value to clients by:

• Ensuring that Elemica retains clients at an industry leading rate.
• Measuring, analyzing, and increasing customer health and value indicators such as utilization/consumption rates (leading and KPI).
• Executing on Value Realization Plans and ensuring Elemica clients achieve their value expectations within the agreed upon timeline.
• Monitoring client satisfaction and proactively taking action to maintain high levels of satisfaction.
• Identifying and referring cross-sell and up-sell opportunities.

What we’re looking for

• 5+ Years’ experience in Customer Success, Account Management, and/or Sales, preferably in a SaaS company
• Demonstrated ability to drive customer adoption
• Demonstrated ability to lead cross-functional initiatives
• Experience with Salesforce.com
• Experience negotiating and closing Enterprise Renewal contracts Mandatory
• Experience with analyzing usage data and providing insights to the customer
• Experience workign with customers on defining KPI’s and a mutual plan to achieve
• Experience with Managed Service Reviews
• Experience developing playbooks and strategic business plans for enterprise level accounts
• Experience establishing relationships at all seniority levels throughout the organization
• Strong written and verbal communication skills.
• Collaborative problem solver who takes ownership of issues and drives to resolution.
• Knowledge of Logistics/Supply Chain function preferred.
• Ability to analyze data and convey actionable insights to executives.
• Willing and able to travel up to 30%.

What’s in it for you?

• Competitive Compensation Packages
• Inclusive parental leave policy that supports all parents and careers
• Health & Voluntary Insurance Options
• Paid Time Off & Holidays
• Retirement Savings Program & Bonus Program
• Quarterly Employee Engagement Events
• Wellness & Mental Health Initiatives
• Generous Employee Referral Program
• Flexible Work Schedule
• Fun Work Environment

Security Responsibility

It is the responsibility of all Elemica employees to ensure the security, availability, processing integrity, confidentiality, and privacy of Elemica systems and data and the data of our customers. Using best practices in these areas, all Elemica employees will observe a ‘security first’ approach to their daily responsibilities. All employees are accountable for securing their work devices, work areas, and communications in the execution of their daily duties.

EEO Statement:

At Elemica and its subsidiaries, we are committed to providing equal employment opportunities to all qualified candidates, regardless of their race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, genetic information, marital status, citizenship status, military status, protected veteran status, or any other characteristic protected by applicable law. We value diversity and inclusion and believe that everyone should have an equal opportunity to contribute to our success.

www.elemica.com