Location / Workplace type: Hybrid / Remote -based in New York or New Jersey as applicants must live on the East Coast as expected working hours are for Eastern Standard Time

Job Type: Full Time

Company: Roambee

Position Overview:

Roambee is seeking an experienced Enterprise Customer Success Senior Manager to enhance its market presence and intelligence solution offerings. This role involves a consultative, value-driven sales strategy targeting major enterprises in the Pharmaceuticals, Food, Chemicals, Electronics, Automotive, and Logistics sectors. The ideal candidate will have a solid track record in enterprise customer management and success. If you are passionate about driving transformation in large enterprises through digitization and eager to make a substantial contribution to a rapidly scaling company within the high-growth field of supply chain technology, this position may be the perfect match for you.

The Enterprise Customer Success Senior Manager – United States will be responsible for the post-sales relationship of Roambee’s top accounts and strategic logos. Your objective is to sustain and expand these accounts by adhering to Roambee’s customer-centric vision. This involves achieving business goals throughout the customer journey, providing exceptional customer service, identifying their solution requirements, and coordinating resources to fulfill them. You will report to our Vice President of the Global Service Organization.

Key Responsibilities:

Customer Success Management:

Cultivate and maintain strong relationships with customers.
Understand and meet customer needs and objectives, ensuring the delivery of appropriate solutions.
Provide consistent updates and reports to customers on their service status.

Service Delivery Management:

Oversee the implementation and delivery of services to customers.
Coordinate with technical teams to ensure timely and effective service delivery.
Monitor service delivery metrics and strive for continuous improvement.

Technical Pre-Sales Support:

Provide technical expertise during the pre-sales process to the sales team.
Conduct product demonstrations and presentations to prospective clients.
Advise on product capabilities and customization options.

Post-Deployment Support:

Offer technical support and troubleshooting after deployment.
Gather customer feedback and ensure timely resolution of issues.

Feature Requirement Documentation:

Document new feature requirements from customer feedback or innovative initiatives.
Collaborate with the product development team to articulate customer needs and potential enhancements.
Stay informed about industry trends to guide feature development.

Liaison with Finance Teams:

Collaborate with customer finance teams and Roambee’s finance department to resolve any receivable disputes.
Provide usage-related data to Roambee’s finance team as required.
Expertise in Roambee Platform and Technologies:
Maintain expert knowledge of Roambee’s platform and technologies.
Regularly update skills and knowledge with new releases and innovations in the field.

Requirements:

Proven 5+ years of experience in Customer Success for Enterprise SaaS solutions.
Served as a trusted advisor in various capacities, including business consultant, solution architect, engagement manager, and account manager.
Experience in developing a project plan and managing cross-functional, distributed teams or multi-location deployments. In other words, experience in technical project management is a must.
Ability to demonstrate the ROI of the deployed solution and working with CxO.
This position requires frequent travel to visit customer onsite locations.
Education background preferred: Engineering degree

Is Roambee Right for You?

We embrace multiple personalities and working styles. When it comes to work attitude, these skills will enable a successful career at Roambee.

You’re highly self-managed: you embrace autonomy and thrive with minimal managerial oversight.
You’re proactive, fearless, and a clear communicator with teams, peers, or managers - to get the job done!
You love to use data or facts to back your convictions.
You enjoy working with global teams across time zones and cultures.

Read more about how Responsible Rebels at Roambee make great things happen! https://blog.roambee.com/supply-chain-technology/we-are-responsible-rebels

Please note:

The applicant must be legally authorized to work in the United States.
Compensation is above industry par and depends on experience and skill level. Our compensation consists of salary, performance bonus, and stock options.

Recruitment agencies: We do not accept unsolicited agency resumes. Please do not forward resumes to this email, our company website email, or other company location. We are not responsible for any fees related to unsolicited resumes.

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Enterprise Customer Success Senior Manager – United States