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Customer Success Manager



Charlotte, NC, USA
Posted on Wednesday, May 3, 2023
AvidXchange Charlotte NC, 1210 AvidXchange Ln., Charlotte, North Carolina, United States of America Req #4641
Wednesday, May 3, 2023

Job Overview

The Customer Success Manager is a highly strategic role that is responsible for engaging with our customers and acting as a trusted advisor to a portfolio of customers.In this role, you will be tasked with building strong partnerships and driving adoption of our products and solutions with our customers. The Customer Success team is responsible for ensuring our customers realize value from their investment through proactive interactions. Customer Success Managers focus on retaining buyer customers through ensuring satisfaction with our products and services and using data to help optimize how to use our products and services to best fit their needs.

Job Responsibilities

·Build and maintain lasting relationships with a set book of business

·Proactively facilitate business reviews, regular health checks, and other customer touch points

·Monitor and manage customer health, customer adoption, retention, and annual recurring revenue

·Work cross-functionally to manage and drive resolution to customer escalations

·Conduct product and process trainings for assigned customers on an as needed basis

·Identify opportunities for product optimization sessions

·Represent Customer Success within cross functional initiatives

·Identify and contribute to process improvement initiatives

·Be the voice of the customer by facilitating streamlined communication to customers, communicate cross-customer trends in experience, and collaborate with Customer Advocacy and other cross functional teams to improve the overall customer experience

·Create customer success plans for new and existing buyers to ensure customer satisfaction and retention

·Assist in the training and development of new teammates

·Scope opportunities with assigned customers and pass those opportunities to the Strategic Sales team

·Drive retention growth in book of business through key consultative conversations and identification through use of data analytics and portal usage analysis

Required Experience, Qualifications, and Skills

·Minimum of 3 years customer management experience preferably in Software as a Service Solution, Cloud and subscription-based products

·Prior experience successfully driving work cross-functionally to achieve shared goals

·Proven track record of successfully prioritizing tasks in a complex, fast-paced environment

·Proficient in Excel and Microsoft Suite

·Strong written and verbal consultative communication skills

·Experience in successfully managing complex projects and resolving conflict and blockers

·Proficient with managing conflict and working with diverse populations and all levels of customer roles

·Documented experience assisting or facilitating teammate development.

Preferred Experience, Qualifications, and Skills

·Typically requires a University Degree or equivalent experience and minimum 3 years of prior relevant experience

·Customer Success experience, preferably in a SaaS company

·Experience in successfully managing complex projects

·Accounts payable and/or accounting software experience

·Strong organization and time management skills

·Passionate about working with customers

·Strong consulting skills and proven results working as a trusted advisor to drive business value for clients or stakeholders

·Self-motivated, team-oriented, very responsible, and focused on exceeding client expectations

·Ability to perform comfortably in a high-intensity deadline-oriented work environment is a must-have

Additional Information

·Depending on Customer Success Touch Model, up to 30% travel may be required

About AvidXchange

AvidXchange is a leading provider of accounts payable (“AP”) automation software and payment solutions for middle-market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone who works here, they’ll tell you our people are at the core of who we are. We focus on creating a culture of Diversity, Inclusion & Belonging, and are proud to be a safe place where teammates can bring their whole selves to work. At AvidXchange, mindset is everything. We are Connected as People, Growth Minded, and Customer Obsessed. These three mindsets represent our culture – who we are, who we’ve always been, and they guide us to improve every day. Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,600 teammates working in one of our 5 offices across the U.S., or remotely. AvidXchange is proud to be Certified™ as a Great Place to Work®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years – that AvidXchange is a Great Place to Work®.

Who you are:

  • A go-getter with an entrepreneurial mindset – that means you are not afraid of taking risks, winning big or facing the unknown.
  • Someone who understands that business is people centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships.
  • Focused on making a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential.

What you’ll get:

AvidXchange teammates (we call them AvidXers) get the perks and prestige of a publicly traded tech company paired with the flexibility of a founder-led startup. We help our AvidXers develop as professionals and as human beings, providing work/life balance, development programs, competitive benefits and equity options. At AvidXchange, we are building more than a tech company – we are building an experience. We remain committed to a culture where you can fully be 'you’ – connected with others, chasing big goals, and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you’ll tell for years, you’ve come to the right place.

AvidXers enjoy:

  • 18 days PTO*
  • 11 Holidays (8 company recognized & 3 floating holidays)
  • 16 hours per year of paid Volunteer Time Off (VTO)
  • Competitive Healthcare
    • High Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage
    • 100% AvidXchange paid Dental Base Plan Coverage
    • 100% AvidXchange paid Life Insurance
    • 100% AvidXchange paid Long-Term Disability
    • 100% AvidXchange paid Short-Term Disability
    • Employee Assistance Program (EAP) - Provides counseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependents
    • Onsite Health Clinic with Atrium Health** - available to Teammates and their eligible dependents
  • Retirement 401k Match up to 4%
  • Parental Leave: 8 weeks 100% paid by AvidXchange***
  • Discounts on Pet, Home, and Auto insurance
  • BrightDime Financial Wellness Tool, offered free to teammates
  • WeeCare Childcare Service: helps teammates find affordable daycare, childcare, and tutors 40% less expensive than traditional daycare centers
  • Perks at Work: free discount program that provides teammates the opportunity to save on items from electronics, movie tickets, car buying, vacations, and more
  • Onsite gym fitness center, yoga studio, and basketball court****
  • Tuition Reimbursement up to the federal maximum of $5,250*****
  • Hybrid Workplace Flexibility
  • Free parking

*Fully granted from beginning of year, pro-rated if hired mid-year

**Charlotte location only

***Must be full-time for at least 3 months
****Charlotte location only
*****Must be full-time for at least one year

Equal Employment Opportunity

AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. AvidXchange will not discriminate against applicants for employment on any legally recognized basis. This includes, but is not limited to veteran status, race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age and physical or mental disability.

Other details

  • Job Family Customer Service and Operations
  • Job Function Customer Relationship Management
  • Pay Type Salary
  • Employment Indicator Professional