PURPOSE OF ROLE:
* Build and maintain strong customer relationships that drive adoption, retention, and long-term success.
* Ensure customers achieve their desired business outcomes through the company’s software solutions and services.
* Act as a trusted advisor to customers, promoting satisfaction, growth, and advocacy.
* Serve as the customer’s voice within the organization, ensuring feedback informs solutions and service improvements.
OBJECTIVES OF ROLE:
* Retention – Strengthen customer loyalty by proactively managing relationships and resolving issues before they escalate.
* Satisfaction – Drive high customer satisfaction through regular check-ins, feedback loops, and timely support.
* Adoption – Ensure customers gain maximum value from solutions by promoting effective use of features and services.
* Expansion – Identify and support opportunities for customers to expand usage of the company’s solutions and services.
* Advocacy – Turn satisfied customers into advocates by encouraging case studies, testimonials, and referrals.
RESPONSIBILITIES:
Customer Onboarding & Adoption
* Lead onboarding and training for new customers.
* Ensure smooth implementation and early realization of value.
* Promote adoption of key features aligned with customer goals.
Relationship Management
* Act as the primary point of contact for assigned accounts.
* Build strong, long-term relationships with decision-makers and end users.
* Conduct regular business reviews to measure progress and outcomes.
* Manage large-scale onboarding programs for EDI trading partners, including:
-Close collaboration with delivery teams to ensure on-time project completion.
-Weekly and monthly internal and external stakeholder meetings.
-Preparing and sharing progress reports with internal and external stakeholders.
-Escalating risks or issues internally to safeguard delivery timelines.
Understanding Customer Needs
* Analyze customer requirements and recommend suitable solutions in consultation with Delivery and Product teams.
* Perform high-level gap analysis between customer requirements and available solutions, collaborating with Product and Delivery teams to enhance offerings where possible.
Issue & Risk Management
* Monitor customer health, identifying risks such as low adoption or dissatisfaction.
* Coordinate with support, delivery, and product teams to resolve escalations quickly.
Commercial Support
* Prepare quotations for EDI integration and production change requests for existing customers.
* Assist revenue teams in pre-sales activities, including solution demonstrations, proposals, RFP/RFI responses, and customer presentations.
REQUIREMENTS:
* Strong business acumen and consultative approach.
* Excellent communication and interpersonal skills.
* Ability to understand customer business and business structure
* Strong conflict resolution and problem-solving skills.
* Proficiency with CRM tools.
* Solid knowledge of the software industry, particularly EDI/integration and related business processes (e.g., Accounts Payable/Receivable).
* Ability to explain technical concepts clearly to both technical and non-technical audiences.
* Fluency in English, spoken and written.
* Experience working in a global, virtual team environment with multiple projects.
* Project management experience, including use of tools for planning and presentations.