Erply is seeking a full-time focused and driven ERP/POS consultant to join its NYC based team. Ideally, you are entrepreneurial with a keen sense of initiative and take the lead, Have expertise in developing and documenting business processes, and experience in accounting, erp, POS implementation.
The Customer Success team is on the front lines engaging with customers: from pre-close through renewal, to ensure our customers are happy with the service provided, and are confident in the investment they are making.
The CSM will be responsible for implementation planning, coaching customers to ensure they are leveraging all available services, managing escalations of at-risk accounts, and identifying opportunities for account growth. A CSM will develop a deep understanding of the typical business challenges they face. They will be skilled at setting the right expectations and ensuring that as a company we meet those expectations.
About us
Erply provides cloud-based, Point of Sale and Inventory Management software for retailers.
With offices in Tallinn, London, New York and Sydney, Erply is sold and supported globally. More than 100,000 businesses processing over $10 billion in transactions use Erply. Founded in 2009 with offices in USA, Europe, Canada, and Australia Erply is backed by Redpoint and Index Ventures.
Erply has grown significantly, in terms of the level of service we want deliver to our customers. As a result, we are adding to our team in the US, and looking to bring on talented individuals to work within our team as we continue to grow our business.
Primary Responsibilities:
- Serve as a key post-sale resource for strategic customers including establishing and managing individualized implementation plans, and removing any potential roadblocks that may arise.
- Plan and manage the delivery of proactive health checks and advocacy opportunities as part of the Customer Success engagement plan
- Monitor customer usage data, go live dates, health indicators and translate into strategies for success and account growth.
- Collaborate interdepartmentally to resolve at-risk customer escalations
- Funnel customer feedback to the appropriate teams to improve the end-to-end customer journey and address product gaps.
- Contribute to the development of customer resources.
- Work with customers to set up new systems
- Build integrations with teams for customer business needs
- Build and maintain documentation and task-list to ensure project flows on time
- Support current customers and portfolio, to ensure that running issues are solved promptly and also customers are informed about upcoming tools
Skills
Ability to thrive in an extremely fast-paced environment
Results-driven and autonomous
Excellent judgment and an ability to resolve conflict quickly and efficiently
Resourceful with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly
Strong project management skills
Comfortable simultaneously managing multiple customers who are at different points on the customer journey
Ability to cultivate strong relationships with enterprise and VIP customers
Strong follow up and record keeping
Requirements
2+ years customer-facing experience in B2B or B2C environments, preferably in a technology-related field
Industry expertise in retail or wholesale
Bachelorâs degree
Polished communication skills
Pluses
Jira, Confluence, major ERP implement and support experience
understands ERP space, is interested to learn new business technology
Job Type: Full-time
Experience:
- ERP: 2 years (Preferred)
- Project Management: 2 years (Preferred)
Additional Compensation:
- Bonuses
Work Location:
- One location
Find one job in US 