Customer Success Manager

October 10

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PROS

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Big Data Software Applications • Sales Effectiveness • Pricing Effectiveness • Revenue Management • CPQ

1001 - 5000

💰 $25M Private Equity Round on 1998-06

Description

• Manage a portfolio of enterprise accounts. • Maintain overall responsibility for managing the customer relationship. • Be responsible for product adoption, renewals, customer satisfaction, and references on those accounts. • Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations. • Conduct regular meetings, including Executive Business Reviews, with the client stakeholders and make recommendations to ensure continued success with PROS Product Solutions. • Leverage internal PROS processes and protocols to resolve critical customer escalation issues and serve as the chief advocate for the customer internally at PROS. • Develop an account plan and recommendations for customers that outline their critical success factors and metrics for success. • Monitor and facilitate the customer’s adoption of PROS solution features and functionality while providing PROS with an understanding of their overall business needs as they relate to our products. • Conduct regular meetings with the client and make recommendations to ensure continued success and value realization with PROS Product Solutions. • Proactively identify key opportunities to expand and deepen the footprint of the offerings at our customer accounts – land and expand. • Establish and deepen C Level and business process owner relationships across the client. • Educate clients on self-service tools, release processes, and other programs to ensure a successful partnership. • Maintain working knowledge of each of the PROS products and service offerings. • Manage the invoicing, accounts receivable, and other commercial aspects of the customer relationship. • Identify and secure new sales opportunities for PROS products and services and ensure renewal of maintenance and subscription contracts.

Requirements

• You have proven experience. • You possess strong expertise in managing key account relationships in Customer Success, Professional Services, or Sales. • A bachelor’s degree in computer science, engineering, math, or revenue management (or similar field) is required. • A master’s in business administration is preferred. • You are a superb communicator with a strong executive presence. • You’re comfortable in various settings ranging from executive to project working teams. • You are characterized by crisp, clear verbal and written communication. • You are street-smart. • You are the definition of a self-starter and a problem-solver. • You are resourceful and ruthlessly pragmatic. • You are an open book. • You communicate crisply. • You go out of your way to be transparent in your actions and your words. • You manage down, around, and up with the same enthusiasm and without playing politics. • You are well organized and confident to work independently but will be a strong team player. • You are process-oriented and willing to follow and take ownership for enhancing organizational processes designed to ensure efficient, consistent customer relations. • You are willing to and enjoy travel up to 50% of the time (domestic and international). • Fluent in English