Customer Success Manager - Procurement Solutions

About RS Group

Across the industrial design, manufacturing and maintenance worlds, we’re the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses. We provide global access to an unrivalled range of over 750,000 stocked industrial products. Each day our team of experts deliver solutions to resolve our customer’s challenges across design, procurement, inventory and maintenance. We consistently strive to deliver the best possible service to all of our customers and challenge ourselves to provide a seamless procurement experience.

We are one team. We deliver brilliantly. We do the right thing. We make every day better. These are our values. They unite our c.9,000 global colleagues and differentiate us from our competition. They are a mix of how we work today and how we must step up for the future. Most importantly, it is one set of values shaped by our people, for our people.

Together, we can make great things happen. Aim for amazing and beyond.

About the Role

Role Purpose

We are seeking a proactive and customer-centric Customer Success Manager specializing in Procurement Solutions. This role is crucial for ensuring the successful onboarding and ongoing support of our eProcurement customers in the United States & Canada.

The Customer Success Manager will work in conjunction with the sales team to drive seamless onboarding and ongoing customer success, leading to profitable, sustainable growth. Serving as a primary contact for onboarding and customer adoption, and a supporting contact for business-as-usual (BAU) activities and issue resolution, this role is key to our customers' satisfaction and loyalty.

The CSM will work closely with 3rd party SaaS partners, as well as collaborating effectively with internal Digital, Technology, & Customer Service teams, to ensure that a smooth onboarding experience is observed.

The CSM will also support the wider sales organization by sharing expertise in eProcurement technologies & customer procurement practices and ensuring optimal levels of integration and automation are achieved.

Success will come from:

• Collaborating extensively: Work closely with solutions, technology, digital, supply chain, marketing, and sales teams to ensure a seamless customer experience.
• Optimizing processes: Develop, monitor, and enhance scalable processes and tools to support customer onboarding and ongoing success.
• Serving as an SME: Act as an internal and external subject matter expert (SME) for procurement solutions and technologies, utilizing a consultative approach with customers.
• Working with partners: Support the wider Supply Solutions Team to build out broad and productive relationships with technology partners, and providers of Procurement Platforms & Business Spend Management Tools.

Responsibilities

Customer Onboarding:

• Lead the onboarding process for new eProcurement customers, ensuring a seamless transition and setup.
• Where appropriate, conduct training sessions and provide resources to educate & support customers in achieving their digital procurement & MRO category strategies.
• Develop and maintain onboarding documentation, SOPs, and best practices.
• Collaborate with 3rd party SaaS partners to ensure technical onboarding is completed smoothly.

Customer Support and Relationship Management:

• Serve as the primary point of contact for eProcurement customers during the onboarding and adoption phases.
• Provide ongoing support for BAU activities, addressing customer inquiries, and resolving issues promptly.
• Build and maintain strong, long-term relationships with customers and internal stakeholders to drive satisfaction and loyalty.
• Provide insights and feedback to the sales team to enhance their understanding of eProcurement technologies and customer requirements.

Integration and Automation:

• Support customers in achieving optimal levels of integration and automation, reducing internal processing costs, and helping to optimize Total Cost of Ownership (TCO).
• Identify opportunities for process improvements and work with internal teams to implement enhancements.
• Stay up to date with industry trends and best practices in eProcurement to provide innovative solutions to customers.

Performance Monitoring and Reporting:

• Monitor customer success metrics and KPIs to ensure targets are met or exceeded.
• Prepare and present regular updates on customer success activities, progress, and outcomes.
• Use data-driven insights to continuously improve the customer experience and success strategies.

Candidate Requirements

Essential:

• 5+ years of experience in customer success or a related role.
• Experience in working with a specialized team dealing with the setup, implementation, and support of digital procurement solutions such as PunchOut, Hosted Catalogs, EDI, API’s and integration with Business Spend Management Platforms.
• Background in industrial distribution or similar B2B services environment, such as capital equipment aftermarket, logistics, or business services.
• Strong understanding of eProcurement technologies, platforms, and SaaS business principles.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with diverse stakeholders.
• Proven problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in CRM software and other relevant tools.
• Ability to travel as needed to meet with customers and support sales activities.

Equal Employment Opportunity

RS Americas is an equal opportunity employer and maintains policies and practices that are designed to prevent and prohibit unlawful discrimination against any qualified employee or applicant on the basis of race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, military/veteran status, disability, genetic information, citizenship status, or any other unlawful classification to the extent protected by law. This policy of non-discrimination applies to all employment practices, including hiring, compensation, benefits, promotion, training and termination. Employees who engage in unlawful discrimination will be subject to disciplinary action, up to and including termination.

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