Senior Customer Success Manager

GEP is a diverse, creative team of people passionate about procurement. We invest ourselves entirely in our client’s success, creating strong collaborative relationships that deliver extraordinary value year after year. Our clients include market global leaders with far-flung international operations, Fortune 500 and Global 2000 enterprises, leading government and public institutions. 

We deliver practical, effective services and software that enable procurement leaders to maximise their impact on business operations, strategy and financial performance. That’s just some of the things that we do in our quest to build a beautiful company, enjoy the journey and make a difference. GEP is a place where individuality is prized, and talent respected. We’re focused on what is real and effective. GEP is where good ideas and great people are recognized, results matter, and ability and hard work drive achievements. We’re a learning organization, actively looking for people to help shape, grow and continually improve us.

Are you one of us?

GEP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, disability status, or any other characteristics protected by law. We are committed to hiring and valuing a global diverse work team.

For more information please visit us on GEP.com or check us out on LinkedIn.com.

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• Manage and maintain strong relationships with key accounts, ensuring a high level of customer satisfaction and retention
• Drive cross-sell and upsell initiatives to expand the use of our products within existing customer accounts
• Proactively manage customer renewals, ensuring high renewal rates and identifying potential at-risk accounts
• Collaborate with Sales and Marketing teams to develop strategies for identifying and capitalizing on cross-sell opportunities
• Monitor customer health and usage metrics to anticipate potential issues and opportunities for engagement
• Act as a trusted advisor to customers, providing insights and recommendations to help them maximize the value of our products
• Partner with the Product and Engineering teams to communicate customer feedback and influence future product developments
• Lead quarterly business reviews (QBRs) with key clients, presenting metrics, insights and future roadmaps to drive continued success
• Proactively manage customers’ satisfaction and service delivery by anticipating potential service problems and monitoring satisfaction
• Understand client business requirements, propose and negotiate a technical solution and deliver solutions
• Translate client business requirements for internal technical team and ensure that the product/service is delivered to client per the requirements and timeline
• Display deep knowledge of GEP products and markets and is capable to deliver demos when needed
• Create project plan, determine key success factors, milestones and review use cases
• Key Metrics: CSAT, Retention, Revenue Growth, Referenceability and others
• Reports into Head of Customer Success & Customer Support

• 10-12 years of experience in Customer Success, Account Management, or a related field, with a proven track record of managing large customer accounts.
• Previous experience in account management role for a technology firm is strongly preferred
• Familiar with online procurement/sourcing tools including RFP, Auction, Contract Management, Spend Analysis and P2P
• Strong experience with SAAS business models, including renewals, cross-sell and upsell strategies
• Excellent communication, negotiation, and relationship-building skills, with a customer-centric approach
• Analytical mindset with the ability to assess customer data and translate it into actionable insights
• Experience working cross-functionally with Sales, Product and Marketing teams
• Efficient in MS Excel, Word & PowerPoint
• Ability to travel as needed to meet customers and internal teams
• Bachelor’s Degree required, Master’s in business or operations preferred