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Senior Customer Success, e-Procurement - 100% Remote

Company: Varis - United States
Location: Indianapolis
Posted on: March 19, 2023

Job Description:

Job Description This is a 100% fully remote role. Work virtually from anywhere in the Continental U.S. Varis is a well-funded and fast-growing technology startup that focuses on digital commerce software-as-a-service and procurement and is owned by The ODP Corporation (NASDAQ: ODP). We are innovation driven, customer centric, and ready to transform eProcurement and business-to-business (B2B) Marketplaces. Our culture is focused on a bold vision, launching the simplest (yet still valuable) solutions to learn, then either failing or scaling fast as we iterate towards our product goals. Joining us now is a ground-floor opportunity to shape our limitless future. You will see and feel the direct impact of your work, be surrounded by passionate people, learn how to be an entrepreneur, and be at the center of a highly dynamic business model with tremendous individual and collective potential. This is an excellent opportunity for someone passionate about customer success who has experience with P2P systems such as Coupa, SAP Ariba, etc. We are especially seeking someone with a strong financial acumen who can effectively review & support system KPIs and ROI with customers. Responsibilities

  • Supportive customer advocate at all stages from sales prospect to post go-live.
  • Act as a trusted advisor by understanding customer challenges, goals, and utilizing closed loop communication.
  • Suport mid-market customers while actively building brand trust as sole point of contact
  • Support or lead projects in partnership with the Support and Implementation teams.
  • Serve as the voice of the customer with the Product Team to help drive enhancement requests.
  • Be an advocate for the customer's point of view and collaborate internally to achieve internal and external alignment and success.
  • Demonstrate the initiative and ability to analyze complex issues to determine the proper course of action.
  • Actively escalate and support resolution of customer concerns and product enhancement requests.
  • Successfully articulate our business value, product and customer roadmaps, and support requirements to ensure overall customer satisfaction.
  • Analyze customer and market data (market trends, financial, industry) to provide insights for adoption-growth strategy.
  • Responsible for taking pro-active actions to make strategic recommendations to ensure optimal growth.
  • Collaborate with marketing to produce newsletters.
  • Research, build, and present customer business reviews.
  • Build and facilitate customer presentations and product demos.
  • Promote customer retention and achieve low churn by driving best practice and expansion opportunities.
  • Provide regular updates to Sales regarding account issues, financial status, and similar data points necessary to analyze holistic customer health.
  • Works strategically, proactively, and analytically to ensure an exceptional customer experience.
  • Educate colleagues and customers on our product and trends in the marketplace.
  • Build processes, strong internal, external, and cross-functional relationships.
  • Manage CRM tool and produce actionable reports.
  • Subject matter expert that builds loyalty, implements process improvements, identifies up-sell opportunities, ensures long-term client retention, and single point of contact for escalations
  • Analyze purchasing behavior, sustain business growth and identify/implement new programs that increase business revenue
  • Other duties and special projects as assigned. Requirements
    • Bachelor's Degree or equivalent experience in customer success.
    • 4 years+ of experience in functions including customer success, implementation, etc.
    • Experience in P2P (e-procurement) is required.
    • Experience in SaaS Tech or E-Commerce industry is an asset.
    • Experience monitoring and reporting on client progress such as KPIs and ROIs.
    • Having strategic financial acumen to understand KPis, ROI and provide insights to customers.
    • Experience in business analysis is required.
    • Ability to maintain an incredibly high degree of attention to detail and accuracy.
    • Sense of urgency. Out of the box thinker.
    • Ability to maintain confidence, confidentially, and composure during difficult and/or complex situations.
    • Ability to work in a dynamic, fast-paced deadline environment while successfully managing multiple tasks.
    • Excellent communication skills and ability to effectively work, influence, problem solve, and engage with all levels of the organization.
    • Advanced Excel knowledge is required (pivot tables, data analyses functions) The Base Salary Range: $87,400 - $130,000, depending on the candidate's location/region and experience The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification and are not intended to be a complete list of all required responsibilities and skills. Other duties and special projects may be assigned per business needs. Job descriptions are subject to change at any time with or without notice. Benefits and Perks
      • 100% permanent remote work in the United States
      • Medical / dental / vision, AD&D, and Life Insurance
      • Paid Time Offer (PTO) and company paid holidays
      • Health Saving Account (HSA)
      • Long Term Disability and Short-Term Disability
      • 401(k) matching program
      • Discounted auto, home, and pet insurance
      • Retirement savings plan rollovers
      • Banking services
      • Military leave
      • Employee Assistance Program (EAP)
      • Regular pay for funeral/memorial service observance
      • Discounts on Office Depot/Microsoft/Apple products and services
      • Opportunity for professional growth and career advancement Varis is wholly owned by The ODP Corporation, which is the legal employer of Varis associates. The ODP Corporation is an Equal Opportunity Employer. We are committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation, or any other characteristic protected by law. We will consider for employment qualified applicants with arrest and conviction records in alignment with the City & County of San Francisco Fair Chance Ordinance. CCPA disclosure notice here. by Jobble

Keywords: Varis - United States, Indianapolis , Senior Customer Success, e-Procurement - 100% Remote, Other , Indianapolis, Indiana

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