Operations and Renewal Administrator

Making waves and creating the new industry benchmarks in the ERP Software Services is what Appficiency Inc. stands for. We are Oracle NetSuite Alliance Partner and were awarded as an Alliance Partner of the Year in 2019. Each day we go to work solving the hardest industry problems and sharing these news-worthy achievements to set a higher bar for the software and services industry._

**The Value**:
This is your chance to become our customer advocate and expand our growth to the next level The Renewal/Customer Success Manager will be appficiency’s front line warrior In this role, you will help defining what success looks like for our customers and ensure that clients receive the right solutions to achieve their needs. You will be working with our diverse portfolio of clients to drive product adoption and deliver solutions that attain the highest level of customer satisfaction. In addition, you will play an integral role in leading customer-centric decisions in our NetSuite products by collaborating with sales and development teams. As an early member of our Customer Success team, you will also have the opportunity to define what the organization looks like and how we work.

**The Talent**:
A dynamic Renewal/Customer Success Manager (CSM) leader to build out customer success vision and drive it from idea to reality. Your primary purpose will be to drive retention and value for our ongoing customers by understanding their biggest problems and helping them succeed through our existing and future NetSuite products and implementations. You will partner closely with Appficiency leadership and play a critical role in designing the future of the customer success organization, with a focus on the long and short term vision and execution. You will be responsible for defining best practices, infrastructure, org structure, SOPs, and hiring the right members of the team. You will influence at the intersection of customers, the product development team, and the leadership team and work actively and constantly with the customers’ best interest in mind.

**The Commitment**:

- Become a NetSuite expert and trusted advisor to our key customers
- Be able to identify problems and solutions at a technical and logical level or effectively use technical resources to ensure clients are successful and referenceable. This role needs comfort with development troubleshooting, but no code writing is required.
- Create overall project plan and priorities (including budget, schedule, staffing needs for NetSuite engagements), get buy-in from Senior Leadership, and drive implementation and updates against this plan
- Advocate internally for your customer(s) and take action to drive success for them, which will often include cross-team alignment, collaboration, and buy-in from our Product Development as well as Sales teams
- Build customer trust through ensuring success based on defined criteria and continuous communication
- Serve as the escalation channel for engagements that have alerts, red flags, risks, poor health for external customers and work with internal stakeholders to get engagements back in good standing
- Work closely with customers on renewals, follow-ups, and mitigation of surprises
- Promote other Appficiency products and services that could add value to the customer as well as add to the customer lifetime value to Appficiency

**The Essentials**:

- Proven ability to quickly deep dive and become an industry expert in a complex field
- 2+ years in a functional or technical role (Customer Success, Account Management, Project Manager, Delivery Manager, Implementation Manager, etc), working with a SMB/mid-market portfolio of clients
- Strong strategic thinking skills and data driven problem solving
- Excellent written and oral communication skills, presentation experience in group settings, and the ability to build rapport and facilitate discussions with customers
- Ability to see growth opportunities within an existing customer base and capitalize on these opportunities
- Ability to engage in technical discussions with the developer team to help them understand how the product is being used and can be improved

**The Add-ons**:

- 2+ years NetSuite or competitor cloud based ERP experience
- We are a global company, so international experience is a plus
- Degree in computer science / engineering, or equivalent work experience
- Previously worked with third party platform and marketplaces
- Someone with financial sensibilities
- Thrives in an ambiguous environment where personal drive and judgment need to be exercised daily
- Industry experience in construction, manufacturing, warehouse distribution, advertising media and publishing or similar field.
- NetSuite SuiteFoundation and/or ERP Consultant certifications a plus

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