Customer Success Manager

We began a movement when we started Resilinc in 2010 with our belief in the power of supply chain to be a force for good, to improve the lives of people and our communities. Our vision is for the world to have a place where suppliers and customers can collaborate securely with transparency and trust as the foundation. Today Resilinc’s flagship supply chain visibility, mapping and AI powered monitoring and predictive analytics platform is widely considered the Gold Standard for resilience.  

We wake up every day with the power of our important Mission driving our every action. Join our passionate, highly motivated and VIRTUAL global team that is energized and working hard to make a positive impact on the world. 

About The Role

The Customer Success Manager will drive adoption and provide guidance to our customers in the government sector. Retention is a key factor to the growth of Resilinc, and you will make a significant contribution by ensuring our customers are delighted and want to stay with us for the long term. The ideal candidate is a practitioner in the government sector, either in supply chain, procurement or a related area of expertise.  

• Serve as thought leader, customer advocate and partner to Resilinc’s most strategic customers.
• Develop a trusted advisor relationship with customers to ensure that both business strategy goals and that the technical and operational timelines are aligned.
• Establish and communicate each customer’s unique key performance indicators.
• Serve as the ‘voice of the customer’ by providing internal feedback on how we can better serve them to maximize customer value and retention.
• Monitor and respond to customer inquiries, applying internal resources, escalation, and resolution processes for critical customer issues.
• Own the creation of internal and customer-facing processes, programs, and materials to improve the quality and efficiency of the Customer Success team.
• Partner across internal teams to ensure that each customer need is met.
• Analyze usage patterns to provide insights and guidance.
• Liaise between customer and internal teams at Resilinc.
• Gain consensus with key customer stakeholders.
• Measure the results of executed strategies to determine their efficacy.
• Drive cross-functional opportunities for adoption growth.
• Deliver adoption-related insights and readouts of specific customer outcomes.
• Propel execution of “Success Plan” and associated customer interactions.
• Identify customer resource requirements and dependencies and address gaps.
• Collaborate and communicate with Sales/Support to ensure alignment on plans.
• Drive transparency of current execution states for the assigned portfolio.
• Subject Matter Expert on Resilinc product capabilities and functionality. 

• Working knowledge of Supply Chain.
• Experience working with DoD or other federal government required; security experience and/or military experience is a plus. 
• Outstanding relationship management, customer service and communication skills in a variety of forms (written, conference calls, presentations).
• Experience developing strategies to increase adoption of solutions/sales renewals.
• Ability to prioritize tasks and initiatives in a fast-paced environment and collaborate with others to solve problems.
• Proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth.
• Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions.
• Highly data-driven with a commitment to following the process.
• Excited about driving and tracking a consistent engagement process with all customers in your portfolio.
• Team player with the highest level of integrity, who will innovate to continue improving the way we serve our customers.
• Previous experience with a SaaS solutions company and/or an enterprise software company highly desired.
• Ability to work in a fast-paced hypergrowth SaaS company.
• Flexibility for travel up to 20%.

We offer comprehensive benefits that are specific to each country. Your talent acquisition contact can provide you with a FAQ list for you region. Everyone at Resilinc is eligible for healthcare coverage, participation in the employee stock option program, retirement benefits, paid time off and learning and development opportunities.

Resilinc is well-funded (read more about our recent investment from Vista Equity Partners), profitable, and shows no signs of slowing down. We run lean, work fast, and pivot quickly to accommodate our customers in order to keep supply chains moving.  

For more information visit our website:  

Resilinc End-to-End Supply Chain Risk Management Solutions - Resilinc