Apply on Employer Site

Sovos · 1 day ago

Customer Success Manager

United States

Contract

Remote

Mid Level

3+ years exp

Sovos is a global leader in tax compliance solutions, dedicated to transforming compliance into a growth opportunity. As a Customer Success Manager, you will drive product adoption, retention, and growth by cultivating strong customer relationships and ensuring they achieve business value from Sovos' solutions.

Enterprise Resource Planning (ERP)Enterprise SoftwareFinancial ServicesSoftware

Responsibilities

Act as an extension of the customer, being a proactive advocate within Sovos and the customer to accomplish defined objectives

Develop trusted advisor relationships with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value

Proactively grow the breadth and depth of strategic relationships within assigned customers

Help customers calculate and monetize business value by driving quarterly reporting; measuring business value, penetration, usage, and adoption

Closely manage and nurture accounts to identify and eliminate risk of attrition

Partner with internal Sovos stakeholders to align account activities with the customer's business case and strategy

Establish trusted relationships with customers, sustaining relationships through the full life cycle of the subscription ensuring their success

Ensure customers are aware of and educated on new features and releases

Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers' business needs

Deliver periodic customer health-checks

Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal

Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of Sovos products and services

Qualification

Customer Success ManagementAccount ManagementSaaS ExperienceCSM TechnologiesEnterprise Account ExperienceProcess ImprovementRisk ManagementSpanishPortugueseCommunication Skills

Required

3+ years of customer success, account management, or sales experience in SaaS or similar industry

1+ years of experience working with Enterprise size accounts

General knowledge of tax reporting and compliance a plus

Excellent communication skills, including issue tracking, triaging, and crisis management

Experience in any of the following a plus: Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards

Experience with CSM technologies such as Salesforce, Gainsight, etc

Ability to efficiently manage multiple customer projects simultaneously

Experience supporting global customers across multiple products

Ability to communicate with internal and external customers and all levels of management

Ability to effectively communicate technical information to non-technical audiences

Delivers informative, well-organized presentations

Understands how to communicate difficult/sensitive information tactfully

Continually seeks opportunities to increase customer satisfaction and deepen client relationships

Manages client expectations effectively

Proficiency in Spanish and/or Portuguese a plus

Minimal travel required (less than 25%) both domestic and international to Sovos locations and events

Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug test upon hire