Customer Success Manager (Channel Partners)

Acumatica is a company on a mission. We are a leading innovator in cloud ERP with customers located around the world. But don’t take our word for it—read what analysts like G2 and Info-Tech have to say about us.

Acumatica is a leading provider of cloud business management software that empowers small and mid-size businesses to unlock their potential and drive growth. Built on the world’s best cloud and mobile technology and a unique customer-centric licensing model, Acumatica delivers a suite of fully integrated business management applications, such as Financials, Distribution, CRM, and Project Accounting, on a robust and flexible platform. In an interconnected world, Acumatica enables customers to take full control of their businesses, play to their organizations’ unique strengths, and support their clients by following them anywhere on any device.

Acumatica’s culture is casual and high-energy. We are passionate about our product and our mission, and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Acumatica offers exceptional professional and financial growth potential.

To learn more about Acumatica’s mission, please visit: http://www.acumatica.com.

Responsiblities:

What you will do:

• Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals via effective and efficient territory management.
• Coach and teach our partner’s Customer Success Managers (P-CSMs) how to excel at customer success.
• Own and manage customer escalations and coordinate across departments to final resolution.
• Assist P-CSMs with policy and license questions.
• Contribute to Customer Success Best practices.

Requirements:

• 5+ years of SaaS or ERP experience, preferably in Sales or Implementation or Support roles.
• Located in Canada.
• Must be bilingual in French and English (written and verbal)
• Excellent oral & written and frictionless communication skills.
• You work efficiently and effectively in a telecommuted world (we are mostly a distributed company)
• You listen, ask questions, build consensus, de-escalate, solve ambiguous problems.
• You enjoy coaching and teaching others how to excel as a customer success manager.
• You have experience with high-stakes account management, subscription renewals, churn/contraction mitigation, and expansion.
• You are passionate about driving customer satisfaction and making good business decisions.
• You enjoy learning, be it new software, processes, or policies – and enjoy sharing that knowledge.
• You learn quickly, are resourceful and self-directed, and can work independently.
• You are detail-oriented and organized.
• You effectively interact with C-Level executives of 100+ employee companies.
• You effectively manage tense situations and help bring them to an effective resolution.
• You enjoy and are proficient at handling diverse workloads and can prioritize effectively. 
• You enjoy a dynamic work environment (continuously evolving and fast-paced)
• You are a team player, willing to contribute to the overall success of the team

Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected]. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails sent for this purpose will be returned. Emails sent for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response. 

At Acumatica, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.