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Customer Success Manager

Company: Pepperi
Location: New York
Posted on: November 23, 2021

Job Description:

Are you an experienced Customer Success manager? If you know what it takes to make your customers happy, our Customer Success Manager opening might be just what you're looking for!Pepperi is seeking a customer success manager with 3 years experience to join our New York office.About Pepperi:Pepperi is a leading provider of B2B ecommerce SaaS solutions, providing sales force automation and direct storefront capabilities with a highly configurable and scalable cloud based system. The Pepperi platform allows for high traffic, secure integration to several ERP systems and a highly configurable backoffice that has a proven record of meeting the demands of the most complex enterprise wholesalers and distributors, far better and more easily than most of our competitors. We work with over 1,000 of the world's leading brands, including SodaStream, Seiko and Rip Curl, and we are continuously expanding our customer base.Requirements:Minimum 3 years' experience as a Customer Success Manager, preferably at a SaaS organization.Demonstrated success in quickly and adequately learning the fundamentals of a complex and highly configurable software system, to be able to speak intelligently to both technical and non-technical audiences. Previous direct technical support or implementation experience for a complex SaaS would be a plus.A demonstrated ability to reduce churn in a SaaS organization as well as regularly meeting or exceeding upsell targets for new MRR.Creativity and ability to define a work process with minimal guidance, including the development of new processes.Comfortable working with an offshore team and a wide variety of customers from small to large and from virtually any industry vertical; food and beverage, eyewear, or fashion industry experience would be of particular value.A huge plus would be previous familiarity with B2B sales processes and ERP systems (e.g. NetSuite, SAP, QuickBooks; also general concepts such as invoices, backorders, DSD, payment terms, SKU management, etc.)Fluent English is required and fluency in at least one other language would be a plus (esp. Hebrew or Spanish)Willingness to travel domestically, up to 25%, is required.Demonstrated ability to succeed under pressure with multiple competing priorities simultaneously, including delegation of tasks to others and knowing without being told what is most important on any particular day or at any particular hour.Fantastic communicator by email and confident public speaker, who can earn the trust of your customers to give them the right answer to their questions.Independent, motivated work ethic who is happy to go the extra mile when required.Responsibilities:The role would primarily be focused on maintaining the health of our largest customers in the US and Canada, working alongside our international CSM team as well as a smaller local team of technical consultants and engineers. Primary objects are on:Building strong relationships with customers to minimize potential points of dissatisfaction early and work actively to resolve them effectivelyNurturing the value of existing customers by expanding them through the promotion of additional services and license upgrades, including engaging in preliminary scoping discussions with technical resources.Evolve and provide direct input into the development of the CSM role and its KPIs and processes at Pepperi globally.Taking personal ownership for the customer base in the US and Canada and be a passionate representative voice for the customers in internal Pepperi discussions.

Keywords: Pepperi, New York , Customer Success Manager, Executive , New York, New York

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