Customer Relationship Manager
1 day ago
About the Role
We are seeking a skilled Customer Relationship Manager to join our team at SoftCo Group Ltd. As a key member of our customer success department, you will be responsible for developing and maintaining strong relationships with assigned customers to ensure high levels of customer satisfaction.
In conjunction with the Customer Success Manager, you will engage with new and existing customers to ensure a positive customer experience. This will include providing help, guidance, and coaching to the customer to improve their SoftCo10 utilization and satisfaction.
Key responsibilities include:
- Assisting in the management and development of long-term business relationships with SoftCo customers by understanding their business goals and responding to their requests.
- Being a point of contact for customers and working closely with the Customer Success Manager, Customer Services, and Product Development teams to manage customer escalations (e.g., queries, issues, feature requests, improvements).
- Becoming an expert in our products/services and staying up to date with product enhancements, acting as a consultant, and sharing best practices with customers.
- Proactively engaging with customers to conduct customer reviews/health-check meetings and obtain feedback, review product usage and adoption, present new features and enhancements, and identify upsell opportunities for Sales.
- Helping monitor customer satisfaction through available metrics and assessments and carrying out follow-up actions as necessary.
Requirements:
- Bachelor's degree in a relevant field (e.g., Business, Finance, Computer Science) or equivalent experience.
- Minimum of 2 years relevant experience in a customer-facing role, preferably in Fintech.
- ERP experience and knowledge of business processes in accounts payable, highly desirable.
- Adaptable and quick to learn new information.
- Strong interpersonal communication and presentation skills with the ability to communicate and present technical information in non-technical terms using the customer's language.
- Proactive approach and commercial focus.
- Customer-focused, structured, and highly organized.
- Strong listening skills and ability to understand others' viewpoints.
- Ability to work independently and as part of a team.
About SoftCo Group Ltd
SoftCo is a fast-growing global Procure-to-Pay (P2P) and Accounts Payable (AP) Automation SaaS company. We operate from offices in the US, Finland, UK, Kosovo, and Ireland. With over a million users worldwide, including Volkswagen, Patagonia, Primark, Logitech, and all 80 departments of the Finnish Government, we are transforming how companies manage their Procure-to-Pay processes, improving efficiency, reducing fraud, and ensuring compliance.
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