About the Role
As a Customer Success Manager you will play a crucial role in ensuring our customers achieve their desired outcomes with our products/services. You will be the primary point of contact for our customers, responsible for creating raving Tipalti fans by building and maintaining strong, long‑lasting relationships.
Key Responsibilities
- Develop and maintain strong relationships with a portfolio of clients during each stage of their journey after implementation, assisting with and continuing through full adoption and beyond including rolling out new features and enhancements, integrations, growing and expanding focusing on the customer’s experienced advocacy
- Owner and main point of contact for our customers, monitoring customer accounts to identify areas of improvements and proactively address any issues or concerns, and act as a point of escalation for customer issues and ensure a timely resolution
- Uncover growth opportunities in your portfolio through upsells and cross‑sells
- Focus on net dollar retention and churn prevention
- Work closely with Sales, Sales Expert(s), Solutions Consultants, Implementation, Support, Product and Marketing to proactively collect, receive, share and action on feedback to drive collaboration and adoption
- Use data to prioritize and change prioritizations internally across the organization to help drive exceptional customer experience
- Provide mentorship, coaching and help with onboarding new and existing team members
About You
- 2+ years of customer success or account management experience, preferably in the Fintech space
- ERP experience, accounts payable, ChurnZero, Zendesk, Salesforce, Jira, analytic reporting, and CSM tool experience is a plus
- Strong understanding of the fintech industry and our products/services
- Exceptional communication and interpersonal skills
- Commercially savvy
- Highly organized with excellent oral and written communication skills
- High level of enthusiasm, initiative, commitment, and professionalism
- Ability to build compelling value‑driven client‑facing presentations
- Ability to gather complex requirements and work with a team to design a solution
- Ability to engage with all levels in an organization from the CEO, CFO, Accountant, etc.
- Previous Project Management role or skills are a plus
- Knowledge of accounting processes would be a plus
- If you can speak additional languages that would be great
Benefits
Tipalti offers competitive benefits, a flexible workplace, career coaching, and an environment where diverse individuals can thrive and make an impact.
Accommodations
Tipalti champions inclusive teams, in which every voice counts. We are committed to recruiting diverse candidates with varied personal experiences and abilities. We welcome applications from candidates belonging to historically underrepresented or disadvantaged groups, and maintain an equitable Talent Acquisition process that is free from discrimination. As an equal‑opportunities employer, Tipalti complies with employment and human rights laws across the various jurisdictions in which we operate. Should you require reasonable adjustments or accommodations during the recruitment process, including access to alternate formats of materials, meeting spaces, or other accommodations that could better enable your full participation, please reach out to hr@tipalti.com for assistance.
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