About Tradeshift

Tradeshift is a unicorn in the fintech industry. We are disrupting a typically stagnant environment by connecting companies of all sizes and providing them with the platform and network needed to create value from old processes like procurement, invoicing, payments, and workflow. We recognize that business is both messy and social - two revelations that have driven the development of Tradeshift, a platform for all your business interactions. We work hard and our teams have great freedom and responsibility to choose the best solutions, technologies and approaches to evolve the product to the next level.

We believe that being a global, multicultural company is a tremendous strength and we have people working from 18 different countries with hubs in Bucharest, Copenhagen, Kuala Lumpur, and San Francisco. We believe that if we truly focus on how to work distributed and collaborate across locations and (home) offices, we will not only enjoy work more but also build better products for our customers, and ultimately be a better company. 

About The Role

As the Customer Success Manager, you will be responsible for the operational and tactical relationship with the customer and its satisfaction once the Customer is live on Tradeshift platform/s.  You will be the main asset within Tradeshift for the overall knowledge of the Customer, it’s set up, its business processes and the usage of Tradeshift products and services.

What You’ll Be Doing

• Provide relationship management from GoLive and collaborate with all responsible resources (internal and external) to deliver and meet contractual commitments. 
• Ensure & monitor client service deliverables to attain contractual service levels and compliance
• Increase customer satisfaction to ensure a smooth support flow and enable customer’s trust in Tradeshift products and services
• Host of recurrent forums, face to face or web conference meetings to review status of delivery and participate in Service Delivery meetings with Customers and Client Executive
• Oversee customer escalation management of support tickets, ensure timely resolution and share the voice of the customer to other stakeholders
• Drive, follow up and finalize continual functional improvements in processes, reporting, procedures and daily delivery to customers. Partner with other departments when needed
• Remain actively involved and informed during projects (for new customers as well as existing customers when expanding geographically to other countries, supporting technically with new applications or  contractually when adding options).

Let’s Connect If You…

• Have 2+ years experience customer support and/or implementing software in the enterprise space
• Have excellent communication, presentation and highly refined interpersonal skills
• Are driven to make customers successful, regardless of challenges or obstacles
• Are skilled at helping customers adopt best practices and standardization 
• Possess strong prioritization and collaboration skills
• Understand business processes and the interaction with IT systems
• Nice to Have: Procure-to-Pay business process experience
• Have high energy; thrives in complex, challenging and sometimes stressful situations
• Have Bachelor's degree in Business, Technology or Computer Science and/or related field

We value diversity at our company. Tradeshift prohibits unlawful discrimination based on race, color, religious or religious creed, sex, sexual orientation, gender, age, marital status, veteran status, disability status or any other consideration made unlawful by applicable federal, state, or local laws. All your information will be kept confidential according to EEO guidelines.