Customer Success Manager (English and French Speaking)

Job Description

Job Purpose

The Customer Success Manager (CSM) works with our most strategic customers along with internal Tungsten Automation Corporation groups to build long-term relationships and drive customer success and satisfaction with Tungsten Automation Corporation Solutions, ensuring customers realize the full value of Tungsten Automation Solutions.

The ultimate objectives of the CSM position are a positive, unqualified, reference from the customer and continual growth of the customer's Tungsten Automation Corporation solutions footprint.

The CSM will achieve this outcome by developing and maintaining a clear understanding of the customer's key objectives and success outcomes for Tungsten Automation Corporation solutions. The CSM will have the ability to link those outcomes to the detailed success plan and will monitor and communicate to ensure the outcomes are aligned to the goals, and parties are aligned. CSMs will identify issues or conflicts and act as an advocate for the customer in their resolution.

The CSM is not intended to replace any other role or position that would normally be involved in Professional Services, Technical Support, Products, Marketing, or Sales. This position will interact with all these groups to ensure the Tungsten Automation Corporation team is operating in lockstep and achieves the goal of a satisfied and referenceable customer.

They will also help manage customer expectations relative to timing, deliverables, functionality, and a variety of issues that often arise in complex solutions that involve multiple growth products.

Key Responsibilities

• Customer Success Managers are responsible for becoming experts in customer use cases, needs, and business outcomes to proactively identify how our products, services, and value proposition can best drive and support our customers' journey.
• You will develop an understanding of Tungsten Automation Corporation products, solutions, and services to provide high-value-add advice to customer stakeholders at all levels.
• You will drive the adoption of Tungsten Automation Corporation solutions at all stages of the customer journey while building high customer satisfaction, maximizing the value of customer investment, and converting them to Tungsten Automation promoters.
• You will also act as the voice of your customers internally at Tungsten Automation Corporation, providing feedback and insights on how Tungsten Automation can better serve our customers.
• Collaborate with the sales team on account strategy development for assigned customers, understanding and defining customer vision and strategy for maximizing their investment in Tungsten Automation Corporation products.
• Create a joint success plan (JSP) with customers and internal Tungsten Automation Corporation account teams.
• Drive adoption of Tungsten Automation Corporation products, maximizing customer investment and accelerating time-to-value.
• Act as a trusted/strategic advisor to each customer helping to drive the continued value of our products and services, while you provide thoughtful leadership, possibly challenging business and technical stakeholders.
• Utilize AI-enabled tools (e.g., chatbots, document automation, analytics assistants) to improve efficiency, accuracy, and streamline routine tasks while following company AI governance and data privacy standards.

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

Required Skills

• Has Customer Success, Presales, Professional Services experience
• Strong team and mentoring skills and experience
• Project Management experience for large enterprise accounts a bonus
• Track record of becoming a trusted advisor to customers
• Able to interact well with multiple internal disciplines (PS, TS, Products and Sales)
• Is able to understand and communicate Tungsten Automation Corporation Enterprise Software offerings
• Has strong communication and problem-solving skills
• Has negotiation and "peacekeeping" skills
• Must be able to manage multiple customers simultaneously
• Has outstanding verbal and written communications abilities.
• Must have an outbound/customer-facing demeanor and the confidence to interact with Executive level customer contacts.

Required Experience

• At least 3 years' experience in a Customer Success Manager role or similar.
• 5+ years' experience in Professional Services and/or Presales.
• General knowledge and experience with the SaaS/Enterprise Software Solutions, and the demonstrated ability to learn and understand enterprise software products and business solutions.
• Solid experience, either technical or business related to Financial process automation or Intelligent automation.
• Excellent listening, communication, and presentation skills with strong ability to work collaboratively across the organization and obtain positive visibility and credibility quickly at the Executive level. Ability to influence through persuasion, negotiation, and consensus building.
• Business level English mandatory as well as French.
• Ability to leverage AI to ideate, develop, and scale to the needs of their department.
• Skills in prompting AI systems and assessing output quality.

Tungsten Automation Corporation is an Equal Opportunity Employer M/F/Disability/Vets