Customer Success Associate

Overview
JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base. With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries. Our 1,200+ global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses.

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JAGGAER's Customer Success Program aims to help our customers achieve their desired outcomes (value realization) with our solutions. When customers succeed, JAGGAER benefits through increased customer retention (i.e., reduced churn), solution expansion, and positive references.

The Customer Success Associate (CSA) is a highly visible, customer-facing role within JAGGAER's Customer Operations group, supporting customers with a focus on value realization and maximizing adoption of JAGGAER products.

Principal Responsibilities

• 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 ensure customers are informed, engaged, and solicit general feedback.
• Address customer inquiries, manage obstacles, and identify ways to drive additional value for customers.
• Ensure Customer requests are escalated to the relevant teams
• Assess Value
• Proactively analyse usage, adoption and value KPIs using standard/custom dashboards and reports
• Create and present Solution Assessments 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 your solution expertise
• Contribute to Customer Retention and Growth
• Actively work to ensure customer retention
• Proactively identify areas of growth

Success In This Position

• Consistent high customer health ratings for your portfolio of customers
• Customers consider you a trusted advisor with both product and business acumen
• You have created a "brand" that puts you in demand for assignment of new customers
• 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 Management, or Project Management, required to create, maintain, and enhance customer relationships.
• SaaS competencies, including a general understanding of software, hardware, networks, etc.
• Proven strong consulting skills.
• Ability to work independently, taking initiative to follow through and take ownership of all aspects of client management, including reporting, managing client expectations, and driving tasks and issues to resolution.
• Capable in business process orientation and hands-on client relationship management and services.
• Highly motivated, action- and goal-oriented, persistent, with strong interpersonal, consultative, multi-tasking, and problem-solving skills.
• Strong communication skills, with the ability to create and present client communication and analysis in all formats: verbal, presentation, email, and written documents.
• Develop and maintain expertise in JAGGAER's software solutions, methodologies, and core technologies, especially the assigned platform.

Our Offer

• A positive and fun work environment in a young and motivated team
• Competitive salary, career plan
• Short communication channels and room for your creative ideas
• An international, professional environment with exciting opportunities
• An open-minded and dynamic corporate culture, training, and development
• Private health insurance, FitPass, summer and winter parties, vouchers for the most diligent employees, New Year gifts and packages for you and your children, flexible working hours, various work-life balance benefits, and much more.

Our values
At JAGGAER, our values shape everything we do - from supporting customers and collaborating with teammates to building products and fostering our culture

Be Collaborative: Promote mutual respect, work productively with others, and share responsibility for success

Be Accountable: Own your actions, learn from challenges, and stay proactive to achieve results

Be Adaptable: Embrace change, encourage innovation, and stay effective through significant transitions

JAGGAER is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based on race, ethnicity, ancestry, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military, or veteran status, mental or physical disability, or other applicable legally protected characteristics.