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Customer Success Manager

Location: Sofia, BG, 1784 Remote: Yes

Taulia's Commitment: Diversity, Equity, and Inclusion It is our duty to create and advance a diverse and inclusive company where all Taulians feel they are celebrated. All individuals are welcomed, free to express themselves and rewarded for showing up as authentically every day. By hiring women, people of color, individuals with disabilities, veterans, people of all sexual orientations and from underrepresented and marginalized communities, Taulia will revolutionize fintech.

About Taulia: Taulia is a fintech company that is part of the SAP group. More than 2 million businesses in over 150 countries collaborate on our network. Our customers include Airbus, AstraZeneca, and Nissan. We help them and their suppliers access cash when and where they need it most. Some of our customers have improved their working capital by more than $1 billion while making their supply chains more resilient and sustainable. For more information, please visit www.taulia.com.

Compensation is based on a variety of factors including (but not limited to): skills, depth of work experience, certifications, geography, etc. Total compensation for this role includes a generous benefits program, RSU incentive plan and annual performance bonus. Additionally, compensation is reviewed annually and career pathing opportunities are available for continued development.

About the Job

As part of the Customer Success team, the Customer Success Manager will work directly with Taulia customers post-sale. During implementation, the Customer Success Manager will be a member of the project team that also includes a Project Manager and Technical Consultant. During this time, the Customer Success Manager will own the development of the business program strategy including supplier segmentation analysis, rollout, and communication plans. Once the customer is live and using Taulia, the Customer Success Manager will act as a program manager responsible for rollout and growth, driving positive results and ensuring the customer's success.

• Designing the strategy for business case achievement by closely working with the customer.
• Taking responsibility for forecasting Taulia's revenue from the business programs.
• Assisting in the execution of strategies with customers to drive revenue results for both the customer and Taulia.
• Participating in customer workshops and bridging business goals to all aspects of delivery.
• Building relationships with senior stakeholders at assigned clients.
• Leveraging proprietary Taulia data analytics technology to execute a detailed analysis of the business program and supplier behavior.
• Defining and presenting recommendations to improve and grow the customer's program based on Taulia's prescriptive data analytics.
• Gain customer action to move on the recommended steps.
• Collaborating with the Supplier Marketing and the Supplier Sales team in the execution of campaigns that are part of developing the customers' business program.
• Supporting change management activities required by the customers to fully adopt the Taulia platform and achieve their business objectives.
• Leading business reviews with assigned customers including creation of presentations.
• Nurturing the operational relationships of each assigned customer.
• Checking in regularly, monitoring progress-to-goal, and ensuring the program stays on track.
• Managing business escalations, when required.
• Engaging in contract renewal activities with the customers when required.

The primary focus of the Customer Success Manager is to help Taulia's customers achieve their business goals, thereby maximizing revenue for Taulia (both Subscription and Early Payment revenue). The Customer Success Manager will own a portfolio of customers and balance their time across a number of activities and customers simultaneously.

Skills, Knowledge and Experience Required

At least 5 years of professional experience. Previous experience in Working Capital programs, Trade Finance, Procure-to-Pay, Supply Chain, and/or Business Consulting preferred. Background in Working Capital Management, Purchase to Pay process, and/or Supply Chain Finance. Comfortable with financial concepts. Experience with/in, enterprise, global, or large-scale projects, with a strong business acumen and understanding of organizational issues and challenges. Led live and web-based meetings while effectively presenting concepts. Experienced and strong customer-facing skills including handling difficult conversations. Exceptional communication skills (written, verbal, and active listening). Personable, and able to develop and maintain strong relationships. Credible and confident, comfortable working a room while providing an engaging presentation. Naturally curious and a strategic thinker with problem-solving skills. Organized and detail-driven, while also mastering the big picture. Embracing change and thriving in a fast-moving environment. Effective under pressure, skilled in managing customer escalations. High agency and a self-starter mindset, with the ability to take ownership of projects and drive results independently. Comfortable with learning new software and with intermediate to advanced Excel skills. English language proficiency is required. Fluency in an additional European language (German, Dutch or others) is considered a strong plus.

AI Statement: At Taulia, we are embracing Artificial Intelligence to revolutionize our industry and empower our team. We believe AI is a fundamental tool for innovation, efficiency, and creative problem-solving. We are looking for forward-thinking individuals who share our excitement for the future and are eager to learn, experiment, and grow with us in an AI-driven landscape. If you have a curious, adaptive, and collaborative mindset, you will thrive here.

Compensation & Pay Transparency: SAP Taulia believes that pay transparency contributes to an honest, supportive culture and is a vital part of our commitment to equity. The estimated annualized base salary range for this position is €38,000 - €50,600. This range represents a good faith estimate of the base salary at the time of posting. Actual compensation will be determined by a variety of factors, including (but not limited to) the candidate's specific skills, depth of experience, qualifications, and geographic location.

Taulia is an Equal Opportunity Employer - Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age. If you don't think you meet all of the criteria above but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.