Job Description

Interested in a career that bridges the gap between Supply Chain and Technology?


Elemica, an award-winning, digital supply chain company in the SaaS community, is seeking an experienced Support Relationship Manager to grow our business and strengthen our partnerships with existing top enterprise clients. This is an opportunity to join a growing company of talented and committed individuals, unified in the common goal of exceeding our client's expectations.

Our Values

At Elemica, we believe that embodying our values is essential for all team members. These qualities show up in our interactions with each other, our clients, and our collective community:


Curiosity - we delight in the discovery of new challenges and feel compelled to solve them Integrity - We are relatable and trustworthy; steadfast in our commitment to our colleagues, clients, and partners Accountability - We show up and deliver measurable, meaningful business value. Consistently. Passion - We have a shared enthusiasm for transforming our clients' supply chain

What's In It For You?

"Enjoy the flexibility of hybrid work, inclusive leave policies, and health coverage for you and your family. We foster a positive work culture with performance rewards, learning opportunities, and regular team engagement."

Responsibilities & Objectives

The Support Relationship Manager serves as the primary point of contact for our highest tier support clients regarding support-related activities. This role is responsible for maintaining strong client relationships, ensuring a high level of customer satisfaction, and facilitating seamless support operations. The ideal candidate will have excellent communication skills and the ability to work collaboratively with internal teams to resolve issues efficiently.

What You'll Do

Serve as the primary point of contact for clients for support-related activities Prepare reports on client support trends and satisfaction levels Run weekly operations meetings with clients to discuss support performance and ongoing issues Conduct regular check-ins, client meetings, and performance reviews to assess satisfaction and identify areas for improvement Build and maintain strong relationships with key client stakeholders Maintain and improve customer experience with support services Work with technical support teams to resolve issues efficiently Escalate complex problems and ensure timely resolution Assist with communication for support tickets, including during emergency events Engage with clients at various levels within their organizations, including C-suite executives Act as an internal advocate for clients regarding support-related matters

What You'll Need

5+ years of experience in customer support, client relationship management, or a similar role Strong problem-solving skills and ability to manage escalations effectively Excellent verbal and written communication skills Ability to collaborate with cross-functional teams in a fast-paced environment Experience working with enterprise-level clients and senior executives Proficiency in support ticketing systems and reporting tools is a plus Desire to work with a collaborative global team with offices in the USA, Germany, UK, Netherlands, and India

Education

Bachelor's Degree or equivalent work experience required

Who We Are

Elemica is a leading provider of Digital Supply Chain Management solutions and the premier multi-enterprise collaboration network for global process manufacturing industries. Its portfolio of SaaS-based, network-powered digitization and visibility solutions automate critical information flows, enable multi-channel data strategies, and improve end-to-end supply chain performance. Elemica solutions connect many of the world's largest manufacturers to their direct material suppliers, logistics service providers and end customers, helping them realize the promise of, and return on, their investments in supply chain digitization. Today, global leaders--including Arkema, BASF, Continental, Dow, Goodyear, Michelin, and Shell--use Elemica, driving over $1 trillion in commerce annually.


It is the responsibility of all Elemica employees to ensure the security, availability, processing integrity, confidentiality, and privacy of Elemica systems and data and the data of our customers. Using best practices in these areas, all Elemica employees will observe a 'security first' approach to their daily responsibilities. All employees are accountable for securing their work devices, work areas, and communications in the execution of their daily duties