Senior Customer Success Manager, Emburse
AI-powered expense intelligence
Be an early applicant
AI-powered expense intelligence
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To deliver the greatest business value for our customers and make the lives of professionals easier through innovative expense management, business travel, accounts payable, and payment solutions.
Role
Who you are
- Bachelor’s Degree or equivalent experience
- 5+ years experience in a consultative, strategic customer service role, or 5 years in travel industry
- Strong interpersonal, organizational, and communication skills
- Proficient with Excel, Word, Power point, Google Suite, Salesforce experience
- Experience using video conferencing systems (Zoom or GoToMeeting)
- Gainsight experience preferred
- Product demonstration skills
- Confluence experience preferred
- Creative - out of the box - solutioning
- Excellent follow up skills to ensure customer expectations are met
- Ability to meet ever-changing priorities
- Experience using Power BI (highly preferred)
What the job involves
- Senior Customer Success Managers are responsible for the post-sales success of a portfolio of customers
- As a Sr CSM, the employee is responsible for making the value of the solution visible to the customers while looking for additional opportunities for the customer to expand their services and products to achieve their goals
- The Sr CSM is also responsible for driving customer adoption and success by providing usage/adoption recommendations, performing Business Reviews and delivering an industry leading customer experience
- Deliver an industry leading customer experience to assigned enterprise client base
- Collaborate with internal teams to represent voice of the customer
- Provide travel product training for new and ongoing customers
- Establish travel product/industry best practices for customers
- Own ultimate responsibility for the customer’s retention and expansion success while preventing churn
- Maintain accurate and current records of customer information in Salesforce
- Deliver benchmarking analysis (travel industry, peer comparisons)
- Own cancellation process to identify cancellation, work with sales/customer to save account, and if unable, ensure to document and complete the cancellation process
- Serve as an escalation point for issues that impact the customer’s success and work with internal teams to drive resolution
- Work with leadership on new CSM initiatives
- Manage key accounts through monitoring customer health, business reviews and customer engagement
- Develop and maintain long-term relationships to achieve customer success
- Contribute to overall process improvements and workflows
- Assist in onboarding, training, and mentoring of team members
- Provide first level support to CSMs before escalation to lead/manager
- Troubleshoot customer situations/escalations to positive outcomes
- Support CSM team in managing group requests, such as customer references, marketing initiatives, and teamwide projects
- Be familiar and engaged in travel industry trends
- Host/assist with Executive Business Reviews as well as contact with C-suite
- Present at internal and customer facing speaking events
- Proactively monitor reshop performance and identify issues/concerns
- Research issues and collaborate with Support Team for resolution
- Conduct business reviews with a consultative approach to uncover trends and inform client of additional travel program savings opportunities
- Provide training and understanding of products and technology to clients and TMC providers
Our take
Keeping track of spend is a vital capability for businesses - one that has been complicated by the switch to digital payments, an increase in remote working, and inflation, among other things. Emburse supplies a platform to manage and optimize spend, that removes the need for manual processes, speeding them up whilst keeping them compliant and delivering insights into spend trends.
Emburse's platform covers travel, employee and centralized spend, with a range of capabilities including automated purchasing, technology assisted human audit, and smart data reporting. Thousands of organizations make use of the company's offering, with notable clients including Microsoft and Bosch, and it has been recognized as an industry leader - all boding well for its future.
Steph
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Aug 2016
$0.2m
SEED
Mar 2016
$0.2m
SEED
Total funding: $4.5m
Company benefits
- Generous paid time off for every employee and flexible work schedules
- Volunteering opportunities
- Paid leave for new parents
- Medical, dental, vision, disability and life insurance plans
- Health savings accounts (HSA)
- Generous match to pre- or post-tax retirement savings accounts
- Financial planning services
- Flexible spending accounts
- Program in partnership with eCornell to grow their knowledge and their careers
- Quarterly outings and Friday get-togethers to build a strong community at work
- Delicious supply of snacks and beverages
Company HQ
Miracle Mile, Los Angeles, CA
Leadership
Marne Martin
(CEO & Board Member)Non Executive Board Member at Riskonnect. Former CSOP and President of IFS, and CEO at WorkWave.
Salary benchmarks
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