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Customer Success Manager	Full Time Regular	posted 11.05.09
Requirements
Title: Customer Success Manager Department: Customer Success and Renewals Location: Atlanta preferred Reports To: Director, Customer Success and Renewals FLSA Status: Exempt Job Description Overview Ariba is the recognized leader in spend management because it is our exclusive focus. With global operations in 21 countries, we incorporate over 400 full-time sourcing experts and 700 spend management experts into one of the largest sourcing organizations in the world. Our experience managing spend for a variety of organizations has enabled us to resolve our clients' typical obstacles to success, particularly lack of resources or difficulty obtaining executive buy-in. As a result, we enrich over $60 billion in spend annually and help companies achieve measurable, sustainable benefits, quarter after quarter. The Customer Success Manager’s primary function is to ensure the adoption and success of subscription software customers. The Customer Success Manager will serve as a the primary contact for customers and positively impact customer adoption. Duties and Responsibilities *Develops strategic plan for achieving software adoption and business results *Monitors implementation process and manages customer relationship post deployment *Regularly meets with customer after go-live to benchmark performance, establish KPIS, address issues, and provide best practices *Actively identifies opportunities to expand usage *Works closely with customer to ensure high levels of satisfaction *Works closely with Account Executive to coordinate activities, provide input into incremental bookings opportunities, and develop account plan *Maintains communication with Ariba functional groups which can impact customer’s success and / or resolve customer’s issues *Responsible for securing software renewals *Performance Metrics Include oCustomer Satisfaction oSoftware Renewal Rate oExpansion oEarly Renewals Preferred Qualifications *Experience in SaaS software success management or direct sales *Experience in professional services with a focus on supply chain management *Experience in procurement and / or sourcing technology – preference for Ariba-specific experience *Strong communication and interpersonal skills *Exceptional problem solving skills *Strong business acumen *Strong customer service mentality *Extensive product knowledge and industry best practice expertise *Proven track record in account management and software renewals *The position is preferable based in Atlanta, GA, Pittsburgh, PA or Lisle, IL but may also consider candidates who are home office based Basic Minimum Qualifications *5 years of relevant experience *The position may require up to 50% travel
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