Customer Success Manager

Why Graphite?

Graphite is revolutionizing how businesses do business. We’ve launched a supplier information network with 20,000+ suppliers and we are rapidly growing. Graphite Systems was formed around EPIC things: Employees, Products, Innovations, and Customers. We’re aiming to conquer monumental achievements and we know that starts with a culture and company of EPICness.

About the role:

The Customer Success team includes customer implementation, product training, account management, and customer support. We are looking specifically for a Customer Success Manager (CSM) who will take the lead on new customer implementations, and help manage and ensure the success of the ongoing relationship. This is a highly strategic role, and we are looking for someone with experience in gathering requirements and translating that into actionable updates for the customer. 

The ideal candidate must be comfortable in both the technical and customer-facing spheres, able to excel in a high-growth startup environment, and will roll up their sleeves to do whatever is necessary to help support the Customer Success team and push the company forward strategically.

What you will be doing:

  • Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post-go-live support. 
  • Provide post-sales product demonstrations and present core system functionality to existing customers.
  • Work with multiple customer teams (procurement managers, IT and business systems, accounting, risk management, and legal).
  • Assist customers to drive process improvement for their internal business.
  • Support customers in their internal change management projects, including recommendations and feedback for successful internal and external communications.
  • Collaborate with the product and engineering teams to set up and configure the platform as per customers’ requirements and troubleshoot technical issues raised by customers.
  • Define and test (UAT) customer configurations. 
  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow the customer base.
  • Communicate new releases and product enhancements with customers.
  • Represent the voice of the customer to provide input into the core Graphite product, marketing, and sales process.

What you will need to be successful:

  • Unafraid of learning new technologies – quickly!
  • Highly skilled at gathering and interpreting business requirements 
  • Willingness to collaborate with the customer and our product team to define forward-thinking requirements (you are not an order taker)
  • Well organized with a project management mindset
  • Motivated self-starter with a determination to get results

Not required, but nice to have:

  • Familiarity with procurement and accounting practices
  • Familiarity with risk management (Corporate Compliance, Data Privacy, Information Security, etc.)
  • Experience working with large data sets
  • Experience working with highly technical colleagues
  • Experience with Google suite, Microsoft Office suite

Benefits

We offer competitive compensation, stock options, a bonus plan, and a benefits package. We are a scrappy, diverse, and experienced team that enjoys working collaboratively and welcomes the knowledge, experience, and contribution each team member brings.

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