Customer Success Manager

Overview

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 Manager (CSM) is a highly visible, customer-facing role within JAGGAER’s Customer Operations group, supporting key strategic customers as a leading subject matter expert on 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

Define Success• Gain knowledge of customer business goals to ensure alignment with product and feature recommendations.• Develop a Success Plan aligned with customer business objectives• Set adoption targets

Assess Value• Proactively analyse usage, adoption and value KPIs using standard/custom dashboards and reports• Create and present Performance Reviews 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

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.• Ability to lead projects and initiatives for several team members successfully.

Our Offer• International and professional environment with global career opportunities. Social and friendly office located in the heart of Farringdon, London• Trust-based flexible work culture, and rewarding commission and bonus schemes• "Work from abroad" policy for up to one month per year, Birthday day off and two extra paid leave days for volunteering, Private health insurance, dental insurance, and health cash plan, cycle-to-work scheme• Office breakfast every Wednesday and office drinks every Thursday, and summer and winter parties

Our values

At JAGGAER, our business is about people. Our products are built on intellectual property, but the real differentiator is the teams behind them — the way we collaborate, innovate, solve problems, and deliver for customers. TEAM gives us a common set of expectations for how we work together across products, cultures, and geographies. ​​Transparency – Openness Builds Trust​Candor strengthens relationships, speeds decision-making, and ensures problems are solved together—with customers, teammates, and partners.​Entrepreneurial Spirit – Own It, Drive It, Make It​A scrappy, customer-obsessed, problem-solving mindset is at the cornerstone of both organizational and personal growth.Accountability – Thumbs In, Not Fingers Out​We take responsibility ourselves before pointing elsewhere.Metrics-Driven Results – Outcomes Over Activities​Data and evidence guide our decisions, help us course-correct quickly, and ensure we’re delivering real impact.

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