Client Success Manager EDI

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Job Title:

Client Success Manager, EDI

The Who, What, Where And Why

At the direction of the EDI Director, the Client Success Manager serves as the single point of contact for all operations-related non-sales/account management client interactions as defined and agreed upon with the internal functional groups. In addition to being responsible for pre and post-implementation client satisfaction.

Who?

Additionally, the Client Success Manager:

· Supports delivery of pre/post-implementation operational support and issue resolution across all functional areas.

· Serves as the primary liaison between the customer and the internal functional/service groups from design to implementation to ensure that Aptean is prepared to meet the client’s Customer Success needs.

· Ensures that quality services are delivered to clients throughout the life cycle of the client relationship.

· Ensures proper expectations are set with the internal functional teams and client on internal services policies and procedures; works cross-functionally to refine policies and procedures within Aptean as needed; provides guidance to clients on any refinement activities within their companies that will help to increase the effectiveness of the working relationship between Aptean and the client.

· Ability to travel up to 10%

What?

Responsible for assisting with delivery of client service components during the life cycle of the client relationship. Including but not limited to Winback Promotion Program Management, Client Escalation and Ease to Do Business Management, etc.

Represents each of the following groups as part of the functional organization teams:

· Customer Solutions

· Account Management

· Product Teams

· Customer Success

Assists with setting client and functional organization team expectations as it relates to Customer Success policies and procedures for the following:

· Customer Success Program/Project Management and Implementation to ensure customer adoption of EDI and overall customer retention

· Client Escalation Program Management (At Risk)

· Business Center processes (i.e. collection management, credit/rebill, data mgmt., etc.…)

Proactively assists with monitoring and managing compliance and quality of pre/post-sales, acquisition and implementation services as follows:

· Works with client and Support to minimize training/operational calls.

· PM Coordination, deployment and monitoring of new implementation and software upgrades.

· Provides input on customer success improvements via program reviews

· Uses recommended methodologies to proactively communicate internally and externally.

Other job related duties as follows:

1. Assistance with oversight of A/R Suspension, Cancellation, Termination, or Reactivation of Support Services Management

2. CRM Data Management of Customer Success team fields

3. Submit and follow thru on credit/rebills

4. ARR Management and reporting

5. Oversee Renewal Change Management Process

6. Train acquired companies on Customer Success procedures and policies

7. Renewal Deal Desk facilitation

8. Customer Success Process and Program Management

9. Work with Sales Enablement on customer satisfaction initiatives as it relates to Account Management

10. Management of customer success tools and requests

11. Reporting as it relates to escalation case management

12. End of Service program creation and announcement Management

13. Maintain accurate customer contact data in CRM

14. At Risk facilitation and management of cross-functional team involvement

15. All other duties as assigned

Why?

In this role you will work on an awesome team that has a great culture, but also has very little hand holding.

Aptean is where go-getters with strong problem solving skills can thrive. We provide learning opportunities across the company so that you can build a career here no matter your background. Each and every one of us has a different story and different strengths. We are a dynamic company that cares about our 1,700 employees as much as our customers and our leadership team

believes in finding and retaining awesome people.

To promote health and wellness, Aptean employees are provided with competitive compensation, robust benefits beginning day-one, and a self-managed PTO policy. Our open-office environment and modern breakroom allow people to get to know each other from across departments.

Where?

This position will be remote. You will get to experience a company that believes the power of working collaboratively and winning together; that strives to balance work and home life, that seeks and hires teams of motivated go-getters, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves. We seek people who naturally demonstrate our values, who are challenged by problems, and empower others to thrive.

About Us

Aptean is a private-equity backed software company that connects companies in specific industries with specialized software solutions

. In today’s fast-paced, highly competitive economy, organizations don’t have time to waste forcing homegrown software, spreadsheets, and one-size-fits-all solutions to do things they were never designed to do. Aptean is on a mission to end those workarounds with streamlined industry-specific software solutions. That’s why over 4,100 highly specialized organizations in more than 20 industries and 54 countries rely on us to simplify their everyday operations.

If you are looking for a company where you can give your best, work collaboratively, and build your career, we encourage you to submit an application!

Aptean, Inc., is an Equal Employment Opportunity Employer. In accordance with applicable federal, state, and local laws we do not tolerate discrimination or harassment against any applicant for employment or employee with Aptean because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other group status protected by applicable law.

Company info

CDC Software
Website : http://www.cdcsoftware.com