Senior Manager of Customer Success, Exiger
Risk & compliance software
Open for applications
Risk & compliance software
501-1000 employees
Open for applications
501-1000 employees
Company mission
To make the world a safer and more transparent place to succeed.
Role
Who you are
- 5+ years of Customer facing experience in current or previous roles in a SaaS environment
- Prior work with Planhat or other dedicated Customer Success software
- Experience with technology products, third party and supply chain risk
- Global Regulatory and Compliance process, systems, and due diligence experience is an added advantage
- Consulting experience is preferred
- Demonstrable ability to manage complex customer needs and requirements
- A keen interest to learn Exiger’s Technology Platform and the technical aptitude to do so
- Strong written and verbal communication skills and flexibility to respond to requests and customer inquiries promptly via email and/or telephone as needed
- Strong presentation skills – you will be hosting training sessions for customer staff
- Confident, not easily ‘flustered’ or comfortable with ambiguity and a fast-paced environment
- Ability to successfully negotiate with internal and external parties to effectively fulfill customer requests in a timely fashion
- Naturally proactive and a problem-solver. Comfortable working in both team settings and independently in a fast-paced professional environment
- Excellent organization and time-management skills; able to balance a portfolio of customer accounts. The role has a strong element of ‘project management’ and requires an inquisitive personality, self-motivated and proactive researcher to understand a customer’s need and the why behind the need
- Ability to assist with the development of new customer-facing team members and drive standards and protocols
- Inherent sense of ownership and accountability
What the job involves
- Exiger is seeking a seasoned customer success team member to work with our corporate customers
- This Customer Success role manages day-to-day relationships with Exiger customers who are focused on building a robust and efficient third party and supply chain risk management program leveraging Exiger’s technology
- Exiger is a cutting-edge supply chain risk management (SCRM) software-as-a-service (SaaS) company with scalable offerings, using data to help corporations intelligently surface risk in business relationships
- This will be a hands-on role where an individual must thoroughly understand our technology, demonstrate it effectively, and proactively ensure Exiger’s customers are fully getting the value out of the platform
- Support customers to optimize their return-on-investment in Exiger technology and due diligence products. This includes:
- Managing the customer’s day-to-day external relationships across a customer portfolio and their usage of Exiger’s Technology Products
- Providing superior customer experience across all customer engagements; this includes actively coordinating to meet and set customer expectations, advising on best practices, and evaluating and actioning customer feedback
- Communicating to relevant internal stakeholders on customer activity, pipeline, feedback and issues, and supports the Account Management and Sales team by communicating opportunities and ultimately contributing to the development of Quarterly Business Review presentations, Optimization proposals and Change Orders
- Ensuring any Technology Product issues are resolved as expeditiously as possible, that the Technology continues to deliver at an optimum level according to the customer’s use case, and that optimization and changes are executed when required
- Coordinating with Application Support, Product, Delivery and Account Management to ensure Exiger’s full suite of expertise is brought to bear on the customer account
- Act as an Exiger brand ambassador by exhibiting positive and professional behavior both internally and externally
- Educate and train customers on Exiger products, scopes, and processes
- Effectively manage and balance workload to appropriately complete customer-facing responsibilities and internal tasks, prioritizing customer requests, while maintaining the highest standards in service levels across all customers in the portfolio
- Contribute to all other business activities as needed such as supporting the delivery of products and services to customers
- Evaluate feedback from customers about our products and services and disseminate to appropriate stakeholder and assist with the resolution thereof
- Ensure all relevant internal stakeholders are well-informed of customer activity, pipeline, feedback, and issues
Salary benchmarks
Our take
Exiger is a risk and compliance company specializing in third-party, supply chain and customer resilience. It supplies a range of software and tech-enabled solutions for businesses to enhance both safety and transparency in an increasingly cyber-risk-heavy environment.
The company's flagship offering is the award-winning 1Exiger platform. Currently, it is the only open-source third-party supply chain management software that works in real time. This enables companies and government agencies to continuously improve resilience and compliance, as well as cut costs.
With over a decade of experience under its belt, Exiger is an expert choice for businesses across a wide range of sectors. Recently, it has focussed on expanding its capabilities through acquisitions, such as that of supply chain risk visibility platform aDolus and proprietary parts intelligence company XSB.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (1 round)
Jul 2018
$80m
SERIES A
Total funding: $80m
Company benefits
- Discretionary time off for all employees, with no maximum limits on time off
- Industry leading health, vision and dental benefits
- 16 weeks of fully paid parental leave
- Flexible, hybrid approach to working from home and in the office where applicable
- Focus on wellness and employee health through stipends and dedicated wellness programming
- Purposeful career development programs with reimbursement provided for educational certifications
Company values
- Mission Inspired - We serve a purpose greater than ourselves
- Imagination Driven - We are relentless innovators
- Trust Anchored - We illuminate facts and inspire trust
- Compassion Focused - We lead with empathy and aspire to be kind
Company HQ
Theater District, New York, NY
Articles
Leadership
Michael Beber
(Board Chair)Former President and CEO of the company. Previously a Board Member at Accordion, Co-founder and Board Chair at ArborTrek Canopy Adventures, and President and CEO at Altegrity Risk International.
Michael Cherkasky
(Board Member)Chair of BrightLineGRC. Former CEO of Altegrity, Marsh & McLennan Companies and Kroll, as well as working in the Chief Investigation Division of the Manhattan District Attorney's Office.
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