Support Relationship Manager

Our Business

Elemica offers a state-of-the-art supply chain operating network in the areas of customer & supplier management and logistics— promoting new levels of efficiency and profitability for a leaner and more fully optimized supply chain. Elemica clients achieve significant value from reduced cost of operations, faster process execution with fewer resources through the automation of key business processes, removal of transactional barriers, and seamless information flow between business partners.

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 customers, 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, customers, 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