Customer Success Operations Manager

Company Overview:

TradeCentric solves integration complexities that eliminate friction within the B2B eCommerce process. Uniquely positioned at the intersection of eCommerce and eProcurement, TradeCentric helps B2B buyers and suppliers connect, automate, and scale their mission-critical trading capabilities. TradeCentric automates B2B transactions and accelerates trade with the industry’s only Integration-platform-as-a-service (iPaaS) for eCommerce. Their purpose-built iPaaS integrates with thousands of leading B2B companies, enabling seamless trade between disparate systems for buyers and suppliers.   

Company Vision:  TradeCentric will set the standard for B2B connected commerce through our technology, best practices and reach. Our platform will scale to serve many more customers as we create the largest network of integrated suppliers and buyers trading across the relevant systems they leverage. 

Company Mission:  TradeCenric enables our customers and our trading partners to leverage the systems they rely on to simplify the procure to pay process. Our platform enables suppliers and buyers to automate transactions to grow revenue while eliminating manual touch points, creating efficiency and lowering cost.

Here is an overview of the TradeCentric B2B iPaaS Platform. 

Work Location:

Although this position is 100% remote, the ideal candidate would live in one of the following geographic areas:

-Charlottesville, Virginia

-Minneapolis, Minnesota

-Raleigh, North Carolina

-Chicago, Illinois

-Boston, Massachusetts

Job Summary:

We are seeking a highly motivated and experienced Customer Success Operations Manager to join our team. This is a multi faceted role.  As a Customer Success Manager, you will be responsible for building and maintaining strong relationships within a defined set of  customers, expanding your customer’s business with TradeCentric and ensuring customers achieve defined outcomes enabled by our solutions.   As an Operations Manager you will be responsible for driving operational efficiency within our Customer Success Organization, streamlining and optimizing processes, as well as managing our Customer Success CRM toolset. This is a great opportunity for someone who is highly motivated, goal driven, process oriented and passionate about customer relationships. 

The Customer Success Operations Manager will play a critical role in ensuring the operational efficiency and effectiveness of our customer success programs. This role is responsible for managing operational processes, tools, and systems that support the customer success team, driving adoption and success, and uncovering new opportunities to optimize our business and deliver revenue targets. The ideal candidate will have a proven track record in customer success operations, process improvement, and strategic account management, particularly within large enterprise environments.

Key Responsibilities Customer Success (60% of role):

Revenue Achievement:

-Meet and exceed Expansion ARR (Annual Recurring Revenue), One Time Fee(s), and Annual Revenue targets for assigned customers

-Expand and grow customers' existing business with TradeCentric by cross-selling, upselling, and achieving quarterly targets

Sales Activities:

-Achieve assigned sales quotas through lead development, sales cycle management, and deal closing

-Engage in strategic selling to multi-million/billion-dollar companies, managing C-Level relationships effectively

-Deeply understand and communicate TradeCentric’s value proposition to customers

-Uncover new opportunities by developing customer needs within the portfolio of customers to achieve expansion goals

-Deeply understand and communicate TradeCentric’s value proposition

-Drive customer adoption and success of TradeCentric solutions within a defined set of customers

Customer Engagement:

-Build relationships with high-level customer contacts as a Trusted Advisor and lead regular business reviews to ensure alignment across the business

-Proactively engage with customers to identify areas of opportunity by developing customer needs within the portfolio of customers to achieve expansion goals

-Manage customer feedback activities and execute closed-loop feedback mechanisms

-Use our CRM (Salesforce) system to manage the territory and track all sales activities and opportunities

-Drive customer key adoption and success activities, such as:

*Document customer’s environment, business requirements, and competitive landscape

*Share best practices to drive customer’s Return on Investment

*Ensure customers are aware of the return on their investment via reports within our Portal

*Proactively facilitate customers’ education needs

*Orchestrate customer onboarding, product implementation and adoption process for new solutions and new customers added to your portfolio

*Proactively escalate significant product and/or support issues and ensure resolution

*Establish customer engagement with internal tools such as Successhub and Portal

*Collaborate with your customers to become References or share Success Stories

*Promote participation in our virtual and/or in person events and activities, such as webinars, LinkedIn Lives, Industry and TradeCentric events

*Support customer feedback activities and execute closed-loop feedback mechanisms

Key Responsibilities Operations Manager (40% of role):

Operational Efficiency:

-Develop and implement operational processes that drive customer value realization and meet Expansion ARR (Annual Recurring Revenue), One Time Fee(s), and Annual Revenue targets for the Customer Success Organization

-Optimize workflows to expand and grow customers' existing business with TradeCentric by cross-selling, upselling, and achieving quarterly targets for the Customer Success Organization

Process Improvement:

-Identify and implement opportunities for process improvement within the customer success team

-Streamline the onboarding, product implementation, and adoption processes to enhance customer experience, satisfaction and value realization

-Develop customer facing templates (e.g., Quarterly Business Reviews, Proposal Templates, Follow up emails, etc.) to drive consistency across our Customer Success organization

Tools and Systems Management:

-Manage and optimize CRM (Salesforce) and other customer success tools (e.g., Planhat, Gong) to ensure effective tracking of all sales activities and opportunities

-Maintain integrations between various systems and tools to ensure data accuracy and consistency

-Manage email campaigns and external communications at a large scale for the Customer Success team

Reporting and Analytics:

-Generate and provide cross-functional reports and company updates, including monthly/weekly reporting for executive review

-Conduct analytics to identify trends, insights, and opportunities for continuous improvement

Special Projects and Initiatives:

-Participate in special projects and initiatives aimed at enhancing customer success operations and overall business performance

• Bachelor’s degree in Business, Operations, or related field
• 5+ years of experience in customer success or sales operations and account management/customer success management
• Proven track record of driving operational efficiency and process improvement
• Strong understanding of CRM systems, particularly Salesforce
• Deep understanding of how customers use IT to deliver business value and outcomes
• Direct and proven track record establishing strategic outcomes and metrics
• Experience as a quota carrying sales professional with consistent overachievement of goals
• Broad understanding of procurement and/or e-commerce industry trends and directions
• Excellent communication, interpersonal, and relationship-building skills
• Ability to manage multiple priorities and projects in a fast-paced environment

• Previous customer-facing experience with a large enterprise software vendor
• Previous experience in sales operations/customer experience operations 
• Overachievement of Quota goals/metrics
• Familiarity with tools like Planhat and Gong
• Background in strategic account management and consultative selling

Company Benefits

At TradeCentric, we have a strong and innovative team dedicated to transforming the way our clients do business. It is our people who make it happen and we strive to take care of our employees in every way we can. Below is a list of benefits that are offered to employees, once eligibility is met:

-Health Benefits: Medical, Dental and Vision

-Health Savings Account (HSA) and Flexible Spending Account (FSA)

-Dependent Care FSA (DCFSA)

-401k with Company Match 

-Flexible Time Off

-Volunteer Time Off

-Paid Parental Leave

-Company paid Short Term Disability

-Company paid Life Insurance

TradeCentric is an equal opportunity employer (M/F/D/V). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.