Customer Success Manager

📋 Description

• • As a Customer Success Manager at Epicor Software Corporation, you will be instrumental in ensuring our clients derive maximum value from our cutting-edge Electronic Data Interchange (EDI) solutions. This pivotal role within the Strategic Applications (SA) group places you at the forefront of client relationships, acting as a trusted advisor and a key advocate for their needs.
• • Your primary responsibility will be to cultivate and nurture robust, long-term relationships with a portfolio of customers. This involves deeply understanding their unique business objectives, operational challenges, and how our EDI software can be leveraged to achieve their goals.
• • You will serve as the main point of contact for customers following the initial sale, acting as a crucial liaison between the client and various internal Epicor teams, including Sales, Support, Product Development, and Engineering.
• • A proactive approach is essential. You will continuously monitor customer health, adoption rates, and engagement levels. By analyzing key metrics, you will identify potential risks or areas for improvement, implementing strategies to mitigate churn and ensure sustained customer satisfaction.
• • This role demands a strategic mindset. You will be responsible for conducting regular business reviews with clients, presenting insights, and offering strategic recommendations tailored to their evolving business needs and to ensure they are maximizing their investment in Epicor's solutions.
• • You will play a vital role in identifying and capitalizing on opportunities for customer growth. This includes recognizing potential upsell and cross-sell opportunities within our broader product portfolio, contributing directly to both customer success and Epicor's business expansion.
• • Collaboration is key. You will work closely with the Product and Engineering teams, acting as the voice of the customer. Your feedback will be invaluable in shaping the future roadmap of our EDI solutions, driving enhancements and new features based on real-world client experiences.
• • When challenges arise, you will be the first line of defense. You will expertly manage and resolve customer escalations, coordinating effectively with Support and Technical resources to ensure swift and satisfactory resolutions.
• • The role may require occasional on-site customer visits. These interactions are crucial for strengthening business relationships, generating new leads, and identifying further sales opportunities, demonstrating a commitment to partnership beyond remote engagement.
• • By ensuring customers achieve their desired outcomes, you will directly contribute to high retention rates, successful renewals, and the overall growth and reputation of Epicor's Strategic Applications group.
• • You will be an integral part of a team dedicated to empowering businesses through data, AI, and cognitive ERP, specifically focusing on how our EDI solutions enhance decision-making, automate processes, and integrate data for connected workers.
• • This position offers a unique opportunity to work with a leading provider of enterprise software, contributing to the success of hardworking companies that form the backbone of the global economy.
• • You will be empowered to develop your skills through continuous learning, mentorship, and opportunities for career advancement within a supportive and inclusive global workplace.
• • Your success will be measured by your ability to foster strong customer loyalty, drive product adoption, and contribute to the overall expansion of Epicor's customer base within the Strategic Applications portfolio.
• • You will be expected to maintain a high level of professionalism, a positive attitude, and a strong work ethic, embodying Epicor's values of being Proactive, Proud, and Partners.