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AI Summary
Job Description:
About Tradeshift
Tradeshift is a unicorn in the fintech industry. We are disrupting a typically stagnant environment by connecting companies of all sizes and providing them with the platform and network needed to create value from old processes like procurement, invoicing, payments, and workflow. We recognize that business is both messy and social — two revelations that have driven the development of Tradeshift, a platform for all your business interactions.
About the Role
The Customer Care Manager (CCM) owns the ongoing technical, service, and commercial health of a portfolio of Tradeshift customers once they are live on the platform.
You will manage a set of named accounts directly, and contribute to a shared pool of accounts served through the customersuccess@tradeshift.com distribution list. You own the renewal and retention outcome for your accounts, with commercial support from executive leadership, Sales, and your Customer Account leader. At the same time, you are the customer’s technical and service advocate — driving resolution of issues that block adoption, identifying the themes behind recurring tickets, and coordinating cross-functional teams to fix both the problem and the underlying cause. This person can be located anywhere in Europe.
What a Day Is Like
Account ownership & commercial outcomes
Support the operational and commercial relationship for a portfolio of named accounts from GoLive onward, supported on the commercial close by executive leadership, Sales, or your Customer Account leader.
Support renewal rates and minimize churn; protect and grow net retention revenue across your account base.
Identify opportunities for expansion and increased use of the network and products, and bring in the appropriate Tradeshift team to pursue them.
Build trusted relationships based on knowledge of each customer’s business processes, configuration, and use of Tradeshift products.
Technical & service management
Act as the “go-to” for case and ticket escalation, coordinating resolution with Customer Support, Engineering, Product Management, Onboarding, and Professional Services to ensure swift outcomes.
Determine the root cause of recurring struggles — the themes disguised as individual support tickets — and drive corrective and preventative actions with the relevant Tradeshift teams.
Monitor leading indicators and engage proactively with the customer before an escalation occurs; move troubled accounts to a stable state.
Ensure and monitor client service deliverables to attain contractual service levels and compliance.
Provide customers with reporting that may include ticket status, issue categorization, recurring-issue and training-need identification, and service-level tracking.
Voice of the customer & continuous improvement
Manage customer escalations through to timely resolution and share the voice of the customer with internal stakeholders.
Act as an internal advocate for customer-specific application needs
Assist in keeping customer-specific documentation current; provide continuity as customer teams change.
Help to identify functional improvements in processes, reporting, and procedures in support of customers, partnering with other departments as needed.
Remain involved during projects for new and existing customers (geographic expansion, new applications, or contractual changes), and share knowledge with the global Customer Support organization.
Pool coverage
Support the shared pool of accounts served through the customersuccess@tradeshift.com group, responding to requests and routing or resolving issues to maintain a consistent customer experience across the book.
Qualifications
About You:
5–8 years of experience across Customer Success, Customer Support, Professional Services, or Consulting, ideally within an enterprise software ecosystem.
Proven track record of strong customer renewal rates and NPS/CSAT improvement, with the ability to identify and support upsell and expansion.
Skilled, resourceful, and tenacious technical problem solver who can lead issue resolution across cross-functional teams.
Understands business processes and how they interact with IT systems; Procure-to-Pay, invoicing, or B2B e-commerce experience is a strong plus.
Outstanding communication, presentation, and interpersonal skills; able to skillfully lead and conduct customer meetings.
Strong influencing skills applied both internally and with customers; high energy and thrives in complex, challenging, and occasionally high-pressure situations.
Driven to make customers successful regardless of obstacles; strong prioritization and collaboration skills.
Bachelor’s degree in Business, Technology, Computer Science, or a related field.
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