Customer Success Manager - eInvoicing

Job Purpose

The Customer Success Manager eInvoicing (CSM) works with our most strategic AP customers along with internal Tungsten Automation Corporation groups to build long-term relationships and drive customer success and satisfaction with Tungsten Automation Corporation Solutions, specifically e-invoicing Services, ensuring customers realize the full value of these services.

The ultimate objectives of the CSM position are a positive, unqualified, reference from the customer and continual growth of the customer's Tungsten Automation Corporation solutions footprint.

The CSM will achieve this outcome by developing and maintaining a clear understanding of the customer’s key objectives and success outcomes for Tungsten Automation Corporation solutions. The CSM will have the ability to link those outcomes to the detailed success plan and will monitor and communicate to ensure the outcomes are aligned to the goals, and parties are aligned. CSMs will identify issues or conflicts and act as an advocate for the customer in their resolution.

The CSM is not intended to replace any other role or position that would normally be involved in Professional Services, Technical Support, Products, Marketing, or Sales. This position will interact with all these groups to ensure the Tungsten Automation Corporation team is operating in lockstep and achieves the goal of a satisfied and referenceable customer.

They will also help manage customer expectations relative to timing, deliverables, functionality, and a variety of issues that often arise in complex solutions that involve multiple growth products.

Key Responsibilities

• Customer Success Managers are responsible for becoming experts in customer use cases, needs, and business outcomes to proactively identify how our products, services, and value proposition can best drive and support our customers’ journey
• Feedback suggested product enhancements and new countries for Product Management
• You will develop an understanding of Tungsten Automation Corporation's e-invoicing services to provide high value-add advice to customer stakeholders at all levels
• You will be serving as the customer’s service delivery expert, ensuring that profile setup is congruent with customer-defined project and business process goals
• You will drive best practices and adoption of Tungsten Automation Corporation solutions at all stages of the customer journey, while building high customer satisfaction, maximizing the value of customer investment, and converting them to Tungsten Automation Corporation promoters
• You will also act as the voice of your customers internally at Tungsten Automation Corporation, providing feedback and insights on how Tungsten Automation Corporation can better serve our customers
• You will collaborate with the sales team on account strategy development for assigned customers, understanding and defining customer vision and strategy for maximizing their investment in Tungsten Automation Corporation products
• You will monitor operational performance against key KPI’s to ensure all services are delivered and supported within the parameters set out in the contract. Act as an escalation point, coordinating resources as required to restore the customer’s satisfaction level
• Where applicable, work with internal teams to ensure customer contacts are educated and trained on how the service operates to make the best use of the network
• Manage ongoing operational aspects as a result of an active supplier enrollment program and /or campaigns, maximizing customer investment and accelerating time-to-value. Ensuring that necessary documentation is complete, current, and stored appropriately
• Where applicable, create a joint success plan (JSP) with customers and internal Tungsten Automation Corporation account teams
• Drive adoption of Tungsten Automation Corporation e-invoicing products, maximizing customer investment and accelerating time-to-value
• Act as a trusted/strategic advisor to each customer helping to drive the continued value of our products and services, while you provide thoughtful leadership, possibly challenging business and technical stakeholders
• Utilize AI-enabled tools (e.g., chatbots, documentation automation, analytics assistants) to improve efficiency, accuracy, and streamline routine tasks while following company AI governance and data privacy standards

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.