The System Integration Customer Success Specialist will be responsible for the long-term health and scalability of B2B eProcurement solutions for system integration customers. This role is an opportunity to collaborate with several cross-functional teams with a common goal: proactively provide a best-in-class customer experience. This role adds value to Digital Commerce growth through analyzing participation trends, applying customer feedback to solutions, and promoting omnichannel values to increase our current customer activity. This associate will drive efficiencies to reduce operational costs for associates and customers and continuously improve the B2B integration customer experience.
Define and implement customer success strategies and best practices, as well as customer support content, to build strong relationships with customers
Facilitate integration readiness and workflow between project team members, including third-party service providers
Collaborate, problem-solve, and strategize upcoming customer meetings with team members to consistently deliver excellent customer experiences
Provide customer training for new integrations as needed
Communicate effectively with both internal and external teams to understand customer needs, maximize retention and growth, and communicate learnings
Apply customer feedback and implement customer improvement solutions to eProcurement solutions
Leverage analytics to identify problems, find solutions and improve relationships
Monitor new integrations post go-live to capture customer feedback and promote usage adoption
Work with Business Groups to translate traditional commerce needs into the digital space
Understand customer’s eProcurement Software and their ordering experience at the subject matter expert level
4-year college degree or equivalent; applicable work experience may be substituted for education requirements
Flexible mindset and appreciation that the digital world constantly evolves
Strong time management skills
Ability to work with a wide range of stakeholders and assist in multiple projects at once
Excellent written, verbal, and presentation skills
General understanding of eProcurement technologies and platforms
Experience with PunchOut, B2B order automation, EDI, XML and API a plus
Strong knowledge of Microsoft Office software (Outlook, Word, Excel, PowerPoint, etc.)
The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.
Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.
Equal Employment Opportunity and Reasonable Accommodation Information