customer success support manager - technology (US)

State of Flux Inc. is a rapidly growing and ambitious consulting and technology company that provides market-leading enterprise supplier management software recognized by Gartner, Procurement Leaders, and Spend Matters. We are entering a very exciting period of increased growth, and we are looking for talented and passionate professionals to join the team.

About the Position:

Are you an experienced Customer Success Support Manager with technical end-user support expertise? We are looking for someone who can ensure successful roll-out and value-add delivery of our software solution to our global clients. This is an outstanding opportunity for technology focused customer support professionals to join our dynamic and energetic team.

Key Responsibilities:

• Act as first point of contact for assigned clients of our software solution.
• Manage clients and internal resources through the implementation of our software solution.
• Arrange and lead customer meetings as per the agreed communication plan to engage with (both operational and senior) customer stakeholders to build and maintain strong relationships.
• Define and document project requirements, actions, and risk and issue logs.
• Manage costs and scope creep to ensure projects are delivered within budget.
• Continuous review and updating of project documentation used in implementation process.
• Liaising with the State of Flux Project Executive and Implementation Consultant, you are responsible for meeting the stated time, cost and quality of delivery criteria, ensuring customers are delighted with the service and implementation of the software.
• Provide support and online / remote training (technical and process).
• Focus on project adoption, value delivery, and customer experience and retention.
• Monitor usage, customer health and key metrics, identify and deliver value-add initiatives and opportunities, and highlight / manage risks.
• Ensure customers remain satisfied with the product by educating them about functional capabilities, new features and possible upgrades.

Key Skillsets / Knowledge Requirements:

• Polished and professional (verbal and written) communication in English.
• Understanding of software implementation and roll-out / delivery of software products to clients.
• Very strong attention to detail, excellent troubleshooting and problem solving abilities.
• Ability to understand quickly customer requirements, processes and challenges, and suggest solutions.
• Ability to handle multiple priorities and work in a fast-paced environment to meet set deadlines.
• High computer literacy and ability to learn new software.
• Excellent time and project management skills.
• Passion for excellent customer service.

Educational Requirements and Experience:

• Experience in software-as-a-service applications, product adoption and customer experience.
• 2-4 years of experience in, customer success, systems administration, project management, and/or customer support / service roles.
• Bachelor’s degree (preferable in supply-chain, IT, or other relevant fields).

Benefits:

• Unlimited PTO
• Flexible work-from-home policy
• Comprehensive health, vision, and dental insurance
• Generous 401(k) match
• Commitment to learning and development

Location:

Ideally based out of our Chicago office, but option to be remote until further notice. This position is only open to applicants who reside in and are eligible to work in the US.

Next step

About State of Flux:

State of Flux is a procurement and supply chain consultancy with global operations and offices. We are a strategic business partner to multinational companies and major public-sector organizations, working closely with them to help upgrade their procurement and supply chain capabilities, drive best practice and deliver superior business performance.

State of Flux is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation or gender identity.