Manager, Customer Success (SaaS)

Job Locations (City + Country) US-NJ-Clark
ID 2021-19897
Technology Customer Success
Position Type
Full-Time Employee
Posted Date
3 months ago(9/10/2021 9:54 AM)

Company Overview

GEP is a diverse, creative team of people passionate about procurement. We invest ourselves entirely in our client’s success, creating strong collaborative relationships that deliver extraordinary value year after year. Our clients include market global leaders with far-flung international operations, Fortune 500 and Global 2000 enterprises, leading government and public institutions. 


We deliver practical, effective services and software that enable procurement leaders to maximise their impact on business operations, strategy and financial performance. That’s just some of the things that we do in our quest to build a beautiful company, enjoy the journey and make a difference. GEP is a place where individuality is prized, and talent respected. We’re focused on what is real and effective. GEP is where good ideas and great people are recognized, results matter, and ability and hard work drive achievements. We’re a learning organization, actively looking for people to help shape, grow and continually improve us.


Are you one of us?


GEP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, protected veteran status, disability status, or any other characteristics protected by federal, state or local law. We are committed to hiring and valuing a global diverse work team.  GEP is proud to be an EEO/AA employer M/F/D/V.


For more information please visit us on or check us out on

What you will do


The successful Customer Success Manager will be responsible for maintaining and building long-term strategic relationships with our clients. In this role you will focus on ensuring that the clients realize full value from their investment in GEP's SaaS technology solutions. The clients in your portfolio will be the largest and most strategic ones and it will be crucial to make them successful resulting in long-term loyalty to GEP.

  • Present the product features and GEP’s value proposition to various audiences (Sr. Executives, technical stakeholders etc.)
  • Strengthen GEP’s partnership by facilitating relationships across various client brands, teams and/or departments.
  • Ensure optimization of GEP’s solution for gaining maximum value by helping clients employ best practices.
  • Support successful implementation by leveraging GEP’s services, tools, methodologies and best practices.
  • Emphasize client needs while explaining features and benefits of the product.
  • Ensure clients are fully engaged and continually active to maximize their relationship with GEP and drive business development activities.
  • Build trusted relationships with the strategic, IT and business teams at the client side.
  • Understand clients’ challenges and goals to map solutions and create engagement plans for these to the appropriate program features.
  • Leverage on-line and in-person events to encourage participation in global and regional user events.
  • Manage transition and integration challenges for Cloud 
  • Manage the escalation process by understanding the client’s technical environment namely, key resources, key configuration elements.
  • Manage new client on-boarding process seamlessly.
  • Ensure high-quality client engagements to drive retention and renewals.

What you should bring

  • 5+ years’ working experience in a SaaS environment with proven ability to work with clients at senior management level.
  • Ability to deliver results under pressure, work independently, and take ownership of assigned tasks.
  • Client orientation and focus on quality, as well as skills to interact/collaborate with client IT decision makers.
  • Ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required.
  • Ability to have value-based conversation with business executives
  • Develop and maintaining executive relationships and associated influencing strategies.
  • Project management including managing disparate, cross-functional, cross-enterprise project teams.
  • Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements.


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