Role Objective
To own and strengthen customer relationships by driving successful onboarding, product adoption, and long-term value realization, while ensuring high customer satisfaction, renewals, and growth through proactive engagement, data-driven insights, and trusted partnership.
Key Responsibilities
- Serve as the primary point of contact and trusted advisor for assigned customer accounts, owning overall account health, renewals, retention, and growth.
- Understand customer business strategy and risk management posture, and lead customers through all phases of implementation using the Supply Wisdom Customer Success methodology.
- Build strong, long-term customer relationships to drive advocacy, satisfaction, and measurable outcomes.
- Drive product adoption and long-term value realization by proactively analyzing usage, feature adoption, and customer behavior to identify opportunities and risks.
- Develop and execute end-to-end customer engagement strategies, identifying white space and expansion opportunities.
- Collaborate cross-functionally to ensure seamless communication, timely issue resolution, and alignment on customer needs.
- Prepare and deliver customer-facing and internal presentations, reports, and insights to ensure stakeholder alignment.
- Advocate for customers internally by synthesizing feedback, recommending product or process improvements, and influencing outcomes.
- Monitor key performance metrics, including renewals, NPS, adoption, and sales performance, and drive timely interventions as needed.
Qualifications & Skills:
- 5+ years B2B customer support or account management experience, preferably in Third party Risk Management, supply chain or vendor management, Procurement, Technology/SaaS solutions company.
- A strong background in building and maintaining relationships with key business clients
- In-depth knowledge of client relationship management strategies
- Superb interpersonal, communication, and collaboration skills
- Great problem-solving and analytical abilities
- Excellent organizational and time management skills
- Strong negotiation skills with a problem-solving attitude
- Hands on experience with CRM software and Account Management systems
- Good understanding of NPS model.
Our Commitment to You:
We offer a competitive salary and generous benefits. In addition, we offer a vibrant work environment, a global team filled with passionate and fun-loving people coming from diverse cultures and backgrounds.
Perks & Benefits:
Little things we have done to support our wellness, continuous learning, and a culture of fun include:
- Health Insurance: Comprehensive health and accident coverage for peace of mind.
- WFH Budget: Get equipped with a budget for your home office setup - whether it's a standing desk or cool gadgets, you're covered.
- Quarterly Team Fun: Enjoy team lunches and bonding activities every quarter.
- Personal Development: We support your growth with sponsorships for courses, conferences, and books.
If you are looking to make an impact in delivering market-leading risk management solutions, empowering our clients, and making the world a better place, then Supply Wisdom is the place for you. You can learn more at supplywisdom.com and on LinkedIn.
