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Customer Success Manager
Exiger
Vancouver, CAN
Full Time
Mid
Hybrid
2 weeks ago
Customer SuccessSaaSSupply Chain Risk ManagementGainsightPresentation SkillsProject Management
Free
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Customer SuccessSaaSSupply Chain Risk Management
About the Role
Exiger is seeking a Customer Success Manager to manage day-to-day relationships with enterprise customers, ensuring they maximize value from Exiger's supply chain risk management platform.
Key Skills for This Role
Customer SuccessSaaSSupply Chain Risk ManagementGainsightPresentation SkillsProject Management
Responsibilities
- Manage the customer’s day to day external relationships across a customer portfolio and their usage of Exiger’s Technology Products.
- Provide superior customer experience across all customer engagements; actively coordinate to meet and set customer expectations, advise on best practices, and evaluate and action customer feedback.
- Communicate to relevant internal stakeholders on customer activity, pipeline, feedback and issues, and support the Sales team by communicating opportunities and contributing to Quarterly Business Review presentations, Optimization proposals and Change Orders.
- Ensure any Technology Product issues are resolved expeditiously, that the Technology continues to deliver at an optimum level, and that optimization and changes are executed when required.
- Manage the full customer renewal lifecycle, from engagement and value realization through to contract renewal and partnership expansion.
- Coordinate with Application Support, Product, Delivery and Sales to ensure Exiger’s full suite of expertise is brought to bear on the customer account.
- Act as an Exiger brand ambassador by exhibiting positive and professional behavior both internally and externally.
- Educate and train customers on Exiger products, scopes, and processes.
- Effectively manage and balance workload to appropriately complete customer facing responsibilities and internal tasks, prioritizing customer requests.
- Contribute to all other business activities as needed such as supporting the delivery of products and services to customers.
- Evaluate feedback from customers about our products and services and disseminate to appropriate stakeholder and assist with the resolution thereof.
- Ensure all relevant internal stakeholders are well informed of customer activity, pipeline, feedback, and issues.
Requirements
- 2+ years in Customer facing experience in current or previous roles in a SaaS environment
- Experience with technology products, third party and supply chain risk
- Demonstrable ability to manage complex customer needs and requirements
- Strong written and verbal communication skills
- Strong presentation skills
- Excellent organization and time management skills
- Ability to successfully negotiate with internal and external parties
Full Job Posting
Role Summary
- Exiger is seeking a customer success team member to work with our customers.
- This Customer Success role manages day to day relationships with Exiger customers who are focused on building a robust and efficient third party and supply chain risk management program leveraging Exiger’s technology.
- Exiger is a cutting edge supply chain risk management (SCRM) software as a service (SaaS) company with scalable offerings, using data to help corporations intelligently surface risk in business relationships.
What You’ll Do
- Support customers to optimize their return on investment in Exiger technology and due diligence products.
- Managing the customer’s day to day external relationships across a customer portfolio and their usage of Exiger’s Technology Products.
- Providing superior customer experience across all customer engagements.
- Communicating to relevant internal stakeholders on customer activity, pipeline, feedback and issues, and supports the Sales team.
- Ensuring any Technology Product issues are resolved as expeditiously as possible.
- Manage the full customer renewal lifecycle.
- Coordinating with Application Support, Product, Delivery and Sales.
- Act as an Exiger brand ambassador.
- Educate and train customers on Exiger products, scopes, and processes.
- Effectively manage and balance workload.
- Contribute to all other business activities as needed.
- Evaluate feedback from customers about our products and services.
What You Need
- 2+ years in Customer facing experience in current or previous roles in a SaaS environment.
- Prior work with Gainsight or other dedicated Customer Success software is a plus.
- Experience with technology products, third party and supply chain risk.
- Global Regulatory and Compliance process, systems, and due diligence experience is an added advantage.
- Consulting experience represents an advantage.
- Demonstrable ability to manage complex customer needs and requirements.
- A keen interest to learn Exiger’s Technology Platform and the technical aptitude to do so.
- Strong written and verbal communication skills.
- Strong presentation skills.
- Confident, not easily ‘flustered’ or comfortable with ambiguity and a fast paced environment.
- Commercial Awareness and ability to identify opportunity for growth.
- Ability to successfully negotiate with internal and external parties.
Why You'll Love Working at Exiger
- High performance culture rooted in accountability, collaboration, and a shared commitment to excellence.
- Discretionary Time Off for all employees, with no maximum limits on time off.
- Industry leading health, vision, and dental benefits.
- Competitive compensation package.
- 16 weeks of fully paid parental leave.
- Flexible, hybrid approach to working from home and in the office where applicable.
- Focus on wellness and employee health through stipends and dedicated wellness programming.
- Purposeful career development programs with reimbursement provided for educational certifications.
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