Interested in a career that bridges the gap between Supply Chain and Technology?

Elemica, an award-winning, digital supply chain company in the SaaS community, is seeking an experienced Team Lead, Client Success Representatives to grow our business and strengthen our partnerships with existing top enterprise clients. This is an opportunity to join a growing company of talented and committed individuals, unified in the common goal of exceeding our client’s expectations.

Our Values

At Elemica, we believe that embodying our values is essential for all team members. These qualities show up in our interactions with each other, our clients, and our collective community:

• Curiosity – we delight in the discovery of new challenges and feel compelled to solve them
• Integrity – We are relatable and trustworthy; steadfast in our commitment to our colleagues, clients, and partners
• Accountability – We show up and deliver measurable, meaningful business value. Consistently.
• Passion – We have a shared enthusiasm for transforming our clients’ supply chain

What’s In It For You?

• Customer-centric work
• Cutting-edge supply chain technology and innovation
• Flexible work locations
• Competitive compensation packages
• Inclusive parental leave policy that supports all parents and careers
• Personal and pet insurance options
• Flexible time off and paid holidays
• 401k and bonus program
• Wellness and mental health initiatives
• Generous employee referral bonus program
• Fun work environment

Responsibilities & Objectives

Elemica’s Team Lead, Client Success Representatives, is integral to our success and serves as a trusted, dedicated advisor to our loyal clients, helping them to achieve success. Key to this role is being able to engage clients, articulate value, and effectively communicate the Elemica story of innovating and digitizing supply chain connectivity.

What You’ll Do

• Demonstrate leadership and management skills by mentoring and managing the team of Client Success Representatives to provide training, support, and guidance
• Monitor team performance and provide regular feedback and coaching
• Oversee and ensure the timely and effective resolution of customer inquiries and issues
• Maintain a high level of customer satisfaction by ensuring excellent service standards and responding efficiently to customer needs
• Handle escalated customer issues and work to resolve them promptly and effectively
• Continuously evaluate and improve customer service processes, tools, and methodologies to enhance efficiency and effectiveness
• Implement best practices for customer support, issue tracking, and performance metrics.
• Develop and maintain standard operating procedures
• Act as a liaison between the customer service team and other departments such as IT, Sales, and Marketing to facilitate effective communication and problem-solving
• Gather and analyze customer feedback to identify areas for improvement and drive customer-centric initiatives
• Maintain relationships with customers, remind them about upcoming contract and/or subscription renewals and identifying areas of risk and opportunity
• Independently manage the administrative aspects of renewing subscriptions, including entering correct customer demographic information, processing payments, and ensuring that the renewal is correctly recorded
• Discover opportunities to upsell additional services or products that benefit the customer such as higher-tier subscriptions, add-ons, and other related products
• Be responsible for sourcing new leads in existing accounts via outbound prospecting efforts through various channels – phone, email and social media
• Follow up and convert marketing-generated inbound leads
• Partner with marketing on a programmatic campaign-based approach to demand generation and with field sales to implement sales & pipeline-build strategies
• Working knowledge of Salesforce.com or a similar CRM system

What You'll Need

• Proven experience of 3-5 years in a customer success leadership role within the SaaS industry, preferably with a strong focus on contract renewals and supply chain solutions
• Strong leadership and team management skills, with the ability to inspire and motivate a customer service team
• Excellent communication, problem-solving, and interpersonal skills
• Deep understanding of customer service principles and practices
• Proficiency in using customer service software, CRM systems, and support tools
• Experience managing multiple and diverse contracts within the same client base; exposure specific to mergers and acquisitions preferred, with the objective to encourage annual renewals and business continuity
• Ability to handle high-pressure situations and manage multiple priorities
• Strong analytical skills and the ability to use data to drive decision-making
• Proven accountability and excellent interpersonal skills; the confidence to be an honest advocate who is willing to speak up when needed
• Excellent problem-solving skills with ability to get to the root cause of internal and external problems; ability to recommend resolutions
• Must respond to client requests with empathy, compassion, strategic advisement, and rapidity
• Desire to work with a collaborative global team with offices in the USA, Germany, UK, Netherlands, and India
• Proven sales lead generation experience in technology, ideally Supply Chain related SaaS
• Organizational skills for managing multiple customer accounts, renewal dates, and maintaining accurate records
• Prior experience specifically in a renewals or retention role is highly desirable
• Self-starter with solid organizational and planning skills and a high level of energy, drive, and enthusiasm for Elemica and our products

Education

• BA/BS or equivalent degree

Who We Are

Elemica is a leading provider of Digital Supply Chain Management solutions and the premier multi-enterprise collaboration network for global process manufacturing industries. Its portfolio of SaaS-based, network-powered digitization and visibility solutions automate critical information flows, enable multi-channel data strategies, and improve end-to-end supply chain performance. Elemica solutions connect many of the world’s largest manufacturers to their direct material suppliers, logistics service providers and end customers, helping them realize the promise of, and return on, their investments in supply chain digitization. Today, global leaders—including Arkema, BASF, Continental, Dow, Goodyear, Michelin, and Shell—use Elemica, driving over $1 trillion in commerce annually.

It is the responsibility of all Elemica employees to ensure the security, availability, processing integrity, confidentiality, and privacy of Elemica systems and data and the data of our customers. Using best practices in these areas, all Elemica employees will observe a ‘security first’ approach to their daily responsibilities. All employees are accountable for securing their work devices, work areas, and communications in the execution of their daily duties.