As a CSM, you will act as a trusted advisor and lead subject‑matter expert on JAGGAER products for key strategic customers, ensuring they achieve maximum business value.
Foster Customer Relationship
- Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging the solution to achieve full business value.
- Establish periodic touchpoints to keep customers informed, engaged, and solicit general feedback.
- Address customer inquiries, manage obstacles, and identify ways to drive additional value for customers.
- Escalate customer requests to the relevant teams.
Define Success
- Gain knowledge of customer business goals to align product and feature recommendations.
- Develop a Success Plan aligned with the customer’s business objectives.
- Set adoption targets.
Assess Value
- Proactively analyze usage, adoption, and value KPIs using standard/custom dashboards and reports.
- Create and present performance reviews to customers.
Maximize Solution Adoption
- Advise on solution optimization to meet business objectives.
- Provide insights on benchmarks and best practices.
- Engage customers and provide consultative guidance following software releases.
- Continuously grow and maintain solution expertise.
Contribute to Customer Retention and Growth
- Actively work to ensure customer retention.
- Proactively identify areas of growth.
Success in this role
- Consistent high customer health ratings for your portfolio.
- Customers consider you a trusted advisor with both product and business acumen.
- You have created a “brand” that puts you in demand for new customer assignments.
- Other CSM team members consider you a collaborative member of the team.
- You deliver innovation on how to make our customers successful.
Position Requirements
- Bachelor’s degree or equivalent experience with proven skills in Customer Success, Account Manage
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