Acumatica is a company on a mission. We are a leading innovator in cloud ERP with customers located around the world.

Acumatica is a leading provider of cloud business management software that empowers small and mid-size businesses to unlock their potential and drive growth. Built on the world’s best cloud and mobile technology and a unique customer-centric licensing model, Acumatica delivers a suite of fully integrated business management applications, such as Financials, Distribution, CRM, and Project Accounting, on a robust and flexible platform. In an interconnected world, Acumatica enables customers to take full control of their businesses, play to their organizations’ unique strengths, and support their clients by following them anywhere on any device.

Acumatica’s culture is casual and high-energy. We are passionate about our product and our mission, and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Acumatica offers exceptional professional and financial growth potential.

Acumatica sells through a partner channel, yet we are highly customer centric. In 2018 Acumatica created the Customer Success team, which has had a positive impact on the company and our customers. We are looking for a Customer Success Manager (CSM) to contribute to the continued success of our customers and partners. This role is different than what a CSM role might be in a direct sales model company, as a company that sells through partners, a significant portion of our time will be dedicated to coaching and training Customer Success Managers of our partners on best practices and overall excellence. If the situation warrants, we will also directly assist partner CSMS with customer escalations or handle them entirely on our own. As a team, we are transitioning in 2021 to take on more of the renewal and upgrade responsibilities that were previously handled by another team at Acumatica. These renewals are handled though the partner CSM, but we will work with them to ensure they are done efficiently and accurately. The range of responsibilities makes the role exciting, challenging, and dynamic – where every member contributes to the development of the policies and procedures that will shape the department and company.

What You Will Do

Manage your territory of partners to achieve world-class NPS/CSAT scores, Renewal, and Add-on metrics
Contribute to Customer Success Best practices
Coach and teach our partner’s customers success managers (P-CSMs) how to excel at customer success
Manage Customer escalation issues and coordinate across departments to final resolution
Learn how to use Acumatica ERP and understand its capabilities
Manage renewals and add-ons via P-CSMs
Assist with policy and license questions
Drive customer satisfaction and NPS scores, both directly with customers and indirectly through partners, to reduce customer churn
Present training webinars in Customer Success areas you possess specific expertise
Recommend new policies, procedures, processes, and programs, or modifications to existing ones, to continually improve the customer experience and minimize customer escalations
Manage some of the few direct customers we have, to practice what we teach, and to help us refine our best practices and training
Advocate for the customer in financial, product, and other matters to fulfill our customer bill of rights promise

You are a great fit for this position if:

You know how to listen, ask questions, build consensus and solve ambiguous problems
You have experience with account management, subscription renewals and license add-ons
You can effectively manage customer accounts, and enjoy doing so
You have a passion for driving customer satisfaction and make good business decisions
You enjoy learning, whether its new software, processes, or policies – and enjoy sharing that knowledge
You learn quickly and are resourceful, with the ability to work independently
You enjoy being on video/phone calls and interacting with partners and customers
You are detail oriented and organized
You enjoy coaching and teaching others how to excel as a customer success manager
You can effectively interact with C-Level executives of 100+ employee companies
You can effectively manage tense situations and help bring them to an effective resolution
You enjoy and are proficient at handling diverse work loads, and are able to prioritize effectively
You have excellent oral and written communication skills
You enjoy a dynamic work environment (continuously evolving and fast paced)
You are a team player, willing to contribute to the overall success of the team
You are technically proficient and understand tables and database structures (not programmer level)
Must have ERP or SaaS experience, preferably in Sales or Implementation roles, would be a plus

Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you have a disability and you believe you need a reasonable accommoda tion in order to search for a job opening or to submit an online application, please email HR@acumatica.com. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails sent for this purpose will be returned. Emails sent for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

For this role, the salary range is $100,000-$112,000 annually. This range represents the low and high end of the salary range for this job and may vary based on location. The actual salary offer will carefully consider a wide range of factors, including skills, qualifications, experience and other relevant elements.

At Acumatica, certain roles are eligible for additional rewards, including annual bonus and stock for full time employees. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

Benefits/perks listed here may vary depending on the nature of your employment with Acumatica and the country where you work.

US-based employees:

Gain access to healthcare benefits (Medical- one plan 100% ER paid), dental and vision insurance for you and your dependents);
Employer paid Short-term/Long-term Disability and Basic life insurance;
401(k) plan and company match;
15 days of PTO (paid time off);
5 sick days;
9 paid holidays
3 Floating Holidays;
Paid Parental leave

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