Job Description

Acumatica is a company on a mission. We are a leading innovator in cloud ERP with customers located around the world.

Acumatica is a leading provider of cloud business management software that empowers small and mid-size businesses to unlock their potential and drive growth. Built on the world’s best cloud and mobile technology and a unique customer-centric licensing model, Acumatica delivers a suite of fully integrated business management applications, such as Financials, Distribution, CRM, and Project Accounting, on a robust and flexible platform. In an interconnected world, Acumatica enables customers to take full control of their businesses, play to their organizations’ unique strengths, and support their clients by following them anywhere on any device.

Acumatica’s culture is casual and high-energy. We are passionate about our product and our mission, and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Acumatica offers exceptional professional and financial growth potential.

Acumatica sells through a partner channel, yet we are highly customer centric. In 2018 Acumatica created the Customer Success team, which has had a positive impact on the company and our customers. We are looking for a Customer Success Manager (CSM) to contribute to the continued success of our customers and partners. This role is different than what a CSM role might be in a direct sales model company, as a company that sells through partners, a significant portion of our time will be dedicated to coaching and training Customer Success Managers of our partners on best practices and overall excellence. If the situation warrants, we will also directly assist partner CSMS with customer escalations or handle them entirely on our own. As a team, we are transitioning in 2021 to take on more of the renewal and upgrade responsibilities that were previously handled by another team at Acumatica. These renewals are handled though the partner CSM, but we will work with them to ensure they are done efficiently and accurately. The range of responsibilities makes the role exciting, challenging, and dynamic – where every member contributes to the development of the policies and procedures that will shape the department and company.

WHAT YOU WILL DO:

• Manage your territory of partners to achieve world-class NPS/CSAT scores, Renewal, and Add-on metrics
• Contribute to Customer Success Best practices
• Coach and teach our partner’s customers success managers (P-CSMs) how to excel at customer success
• Manage Customer escalation issues and coordinate across departments to final resolution
• Learn how to use Acumatica ERP and understand its capabilities
• Manage renewals and add-ons via P-CSMs
• Assist with policy and license questions
• Drive customer satisfaction and NPS scores, both directly with customers and indirectly through partners, to reduce customer churn
• Present training webinars in Customer Success areas you possess specific expertise
• Recommend new policies, procedures, processes, and programs, or modifications to existing ones, to continually improve the customer experience and minimize customer escalations
• Manage some of the few direct customers we have, to practice what we teach, and to help us refine our best practices and training
• Advocate for the customer in financial, product, and other matters to fulfill our customer bill of rights promise

YOU ARE A GREAT FIT FOR THIS POSITION IF:

• You know how to listen, ask questions, build consensus and solve ambiguous problems
• You have experience with account management, subscription renewals and license add-ons
• You can effectively manage customer accounts, and enjoy doing so
• You have a passion for driving customer satisfaction and make good business decisions
• You enjoy learning, whether its new software, processes, or policies – and enjoy sharing that knowledge
• You learn quickly and are resourceful, with the ability to work independently
• You enjoy being on video/phone calls and interacting with partners and customers
• You are detail oriented and organized
• You enjoy coaching and teaching others how to excel as a customer success manager
• You can effectively interact with C-Level executives of 100+ employee companies
• You can effectively manage tense situations and help bring them to an effective resolution
• You enjoy and are proficient at handling diverse work loads, and are able to prioritize effectively
• You have excellent oral and written communication skills
• You enjoy a dynamic work environment (continuously evolving and fast paced)
• You are a team player, willing to contribute to the overall success of the team
• You are technically proficient and understand tables and database structures (not programmer level)
• ERP experience, preferably in Sales or Implementation roles, would be a plus

Acumatica is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.

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