akirolabs is hiring a
Customer Success Manager

Summary

Join our team as a Customer Success Manager and play a critical role in ensuring our customers are successful and getting value out of the akirolabs platform. You'll manage a portfolio of customers, advise them on strategy development and execution, and facilitate cross-functional collaboration. As an expert, you'll be expected to bring strategic procurement excellence, avid curiosity, and creative problem-solving skills. You'll work closely with our customers and the CS team, roll up your sleeves, and collaborate with peers to create a culture we're proud of.

Requirements

• Bachelor’s degree in business or STEM, advanced degree preferred (MS, MBA)
• Experience of 2+ years in a procurement excellence role, as a procurement consultant or in a corporate procurement role AND/OR Experience of 2+ years in Customer Success in a SaaS company
• Very organized and rigorous, you are anxious to keep the commitments that you have agreed with the customers and to inform them regularly of the progress of their requests when it is necessary
• Ability to drive continuous improvement of Client Services across the company by helping to create a culture focused on customer success (Marketing, Product, Sales, Finance, Executive)

Responsibilities

• Build and strengthen client relationships by developing success plans and executing those plans in a timely and organized manner
• Track KPIs for clients assigned to ensure full knowledge of your customers and be proactive on addressing any adoption issues identified through these KPIs
• Proactively and regularly monitoring the relationship between akirolabs and its customers, in order to anticipate and deal with any reason for dissatisfaction and best possibly prevent and fix any kind of issue
• Manage client expectations and desired outcomes using strong procurement subject matter expertise, leadership skills, project management and presentation skills, as well as business acumen
• Act as the client advocate ensuring key decision-makers understand the value of akirolabs. Play an active role in our regular Customer Advisory Board (CAB) meetings, representing your customers’ business needs in design sessions with other clients
• Pick-up customer requirements and work with the product team to increase product/market-fit continuously
• Proactively help the client meet their business objectives by becoming a true partner who can help educate and guide the client through business transformations and ensure the clients receive the value they are expecting
• Coordinate and manage regularly scheduled meetings with clients to ensure day-to-day operations run as expected and that special projects and product implementations run smoothly
• Report client status to the leadership team as well as the tech, sales and operations teams using both qualitative and quantitative measures

Benefits

• Competitive Compensation
• Professional Growth
• Innovative Culture
• Training and Development
• Impactful Work