Customer Success Manager

Customer Success Manager

(Montreal, Quebec - Canada)

Founded in 2000, Ivalua is a leading global provider of cloud-based procurement solutions.

COMPANY OVERVIEW

At Ivalua we are a global community of exceptional professionals, who believe that digital transformation revolutionizes supply chain sustainability and resiliency to unlock the power of supplier collaboration.

We achieve this through our leading cloud-based spend management platform that empowers hundreds of the world's most admired brands to effectively manage all categories of spend and all suppliers to increase profitability, improve ESG (environmental, social, and corporate governance) performance, lower risk, and improve productivity. Driven by our passions and fueled by our shared ambitions, we empower and challenge each other to create meaningful experiences for our colleagues, customers, partners, and communities.

Learn more at www.ivalua.com. Follow us on LinkedIn

THE OPPORTUNITY

CONTEXT:

Our Customer Success team is dedicated to our customers' success post-implementation, building long lasting partnerships with our customers, and driving strong adoption, satisfaction, and retention. With over 20 team members globally, the Americas Customer Success team needs to keep growing to satisfy demanding customers. In this context of fast growth we are looking for a proactive and motivated Customer Success Manager to join our growing team in Montreal.

ROLE:

As a Customer Success Manager, you’ll play a critical role in ensuring that our customers are successful and getting value out of the Ivalua platform. You’ll support a portfolio of enterprise accounts, ensuring strong onboarding, engagement, and ongoing success. In this role, you’ll be responsible for increasing user adoption, helping identify expansion opportunities through product fit, use-case growth, and cross-functional collaboration, and addressing roadblocks if they come up. Being a people person is a necessity for this position. You’ll often find yourself traversing between business and technology topics.

This role will require 30% travel to meet in-person with customers on a regular basis.

WHAT YOU WILL DO WITH US

• Customer Management: Serve as the Ivalua primary advocate and trusted advisor for a portfolio of enterprise clients. Build and nurture executive-level relationships to ensure alignment with business objectives and long-term partnership growth. Lead executive business reviews and health assessments with senior stakeholders.

• Adoption & Success Planning: Develop and execute comprehensive success plans that align with client goals and drive measurable business outcomes. Monitor and analyze customer usage data and KPIs to proactively identify risks and opportunities. Lead initiatives to increase adoption, satisfaction, and retention.

• Renewal and Expansion: Own the renewal process for assigned accounts, ensuring timely and successful contract negotiations. Collaborate closely with Sales leadership to identify and drive upsell and cross-sell opportunities, leveraging deep product knowledge and customer insights.

• Cross-Functional Collaboration & Influence: Partner with Product, Marketing, Sales, Finance, and Executive teams to advocate for customer needs, influence product roadmap, and enhance the overall customer experience. Lead or contribute to special projects and customer success initiatives that drive operational excellence.

• Data Management & Reporting: Accurately document all customer data and interactions within our internal system of record, and report client status to all organizational levels.

• Product Advocacy & Feedback: Act as the Ivalua client advocate for the platform's value, demonstrate best-practice solutions for improvement or expansion, and track client feature requests with the Product Team.

YOUR PROFILE

If you have the below experience and strengths this role could be for you:

Skills and Experience:

• Bachelor’s degree in relevant field preferred with a minimum of 5 years of relevant professional experience, OR Master’s degree in relevant field with a minimum of 3 years relevant professional experience, OR Equivalent combination of education and experience

• Ability to identify business development opportunities with key stakeholders within existing accounts.

• Ability to conduct business in English is required given our customer base; wherever possible, we will support the employee's right to work in French

• Experience preparing and delivering formal executive business reviews (EBRs) to senior-level executives, focusing on project milestones and customer health.

• Commitment to driving continuous improvement of customer-centric initiatives, collaborating effectively with Marketing, Product, Sales, Finance, and Executive teams.

• Functional knowledge in Procurement, Sourcing, Supplier Risk, or Accounts Payables is a plus.

Soft Skills:

• Strong leadership, project management, presentation, and business acumen skills to manage client expectations and outcomes effectively.

• Proactive partnership with clients to help them achieve business objectives, educate on best practices, guide through transformations, and ensure value realization.

• Ability to motivate and communicate clearly to drive adoption of new features or services.

• High standards of organization, discipline, and follow-through on tasks.

• Collaborative team player focused on achieving shared goals and positive results.

WHAT HAPPENS NEXT

If your application fits this specific position’s needs, our skilled Talent team will reach out to schedule an initial screening call. Get one step closer to achieving your goals – apply today!

Our Talent team will guide you through every step of the interview process - from preparation to completion. They're here to support you!

Our recruitment process is designed to assess your competencies through a series of personalized interviews with internal stakeholders relevant to the role.

Interviews will be conducted virtually via video or on-site with face-to-face meetings.

LIFE AT IVALUA

• Hybrid working model (3 days in the office per week)

• We're a team dedicated to pushing the boundaries of product innovation and technology

• Sustainable Growth, Privately Held

• A stable and cash-flow positive Company since 10 years

• Snacks and weekly lunches in the office

• Feel empowered to pursue your goals with improved team collaboration and increased creativity/productivity

• Unlock and unleash your full professional potential with our exceptional training and career development program

• Join a dynamic and international team of top-notch professionals who are experts in their respective fields. Collaborate with like-minded individuals who are deeply passionate and highly motivated about their work. Experience a truly diverse and inclusive work environment where your unique contributions are highly valued

• Regular social events, competitive outings, team running events, and musical activities

• Comparably recognized Ivalua for the following (https://www.comparably.com/companies/ivalua):

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United by our values we embrace diversity and equity in the broadest possible sense to create an inclusive workplace. To help our customers make supply chains more efficient, sustainable and resilient, we rely on a global team with a variety of backgrounds, skills and views. We believe in equal opportunity and in diversity as a driver of innovation that cultivates a spirit of inclusiveness, creates a productive and fun place to work, and provides fulfilling career opportunities for all Ivaluans. https://www.linkedin.com/company/ivalua/about/

Experience life at Ivalua - check out our captivating video! Gain insight into our unique company culture and get a glimpse of what it's like to work with us.

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