Customer Value Manager

Job Overview :

As a Customer Value Manager, you will act as a strategic partner to our enterprise customers, consulting them on Source-to-Pay (S2P) best practices, guiding them through post-implementation value realization, and helping them achieve their procurement digital transformation goals. You will work closely with Procurement COEs, CPOs, and transformation teams, ensuring our customers' use of our solutions directly contributes to CPO-level KPIs such as spend under management, cost savings, process efficiency, supplier collaboration, and procurement ROI.

This is a high-impact, customer-facing role focused on driving adoption, advocacy, and business value from our platform.

Key Responsibilities:

• Consult customers on industry best practices and strategies around Source-to-Pay (S2P) implementation and optimization.
• Drive post-implementation value realization by aligning customer procurement objectives with solution capabilities.
• Understand, map, and track CPO-level KPIs (e.g., spend under management, realized savings, process automation, supplier performance, compliance rates) to customer outcomes.
• Lead strategic business reviews, value realization workshops, and continuous improvement initiatives.
• Collaborate with Procurement COEs, Customer Advisory, and Consulting teams to accelerate procurement digital transformation.
• Develop and present customer-specific roadmaps for procurement process excellence and digital maturity.
• Build strong relationships with executive sponsors, procurement leadership, and operational stakeholders.
• Proactively monitor customer health and adoption metrics; identify and mitigate risks to renewal and expansion.
• Advocate for customer needs internally across Product, Support, and Delivery teams to ensure long-term customer success.

Customer Relationship Management:

• Manage a portfolio of enterprise customers in the procurement/S2P space, building trusted relationships with key stakeholders and ensuring consistent, value-driven engagement.

Cross-Sell & Upsell Execution:

• Identify opportunities for expansion by understanding customer needs and aligning them with additional modules, products, or services. Collaborate with sales to execute expansion plans.

Customer Advocacy:

• Act as the customer’s internal advocate—ensuring their feedback is shared with Product and Support teams and driving improvements that enhance their experience.

Data-Driven Engagement:

• Leverage tools and dashboards to monitor metrics like NPS, CSAT, adoption, and utilization. Use insights to inform engagement strategies and account prioritization.

Collaboration:

• Work closely with internal stakeholders across Product, Support, Implementation, and Sales to deliver a cohesive customer experience and support growth opportunities.

Account Documentation:

• Maintain accurate records of customer interactions, health status, and renewal/expansion forecasts in CRM systems.

Travel (as needed):

• Willingness to travel occasionally for strategic account reviews, business reviews, or customer events.