Customer Success Manager
4 weeks ago
PROS
, Holdings, Inc. (NYSE: PRO) provides AI-powered solutions that optimize selling in the digital economy. PROS solutions make it possible for companies to price, configure and sell their products and services in an omnichannel environment with speed, precision, and consistency. Our customers, who are leaders in their markets, benefit from decades of data science expertise infused into our industry solutions.
As a Customer Success Manager (CSM) for PROS Travel Business, you will work with the growing number of PROS customers to manage the customer relationship throughout the entire customer lifecycle. You will be responsible for the adoption and continued satisfaction with the PROS solutions. The CSM is introduced to the client during the Sales process and assumes full account ownership upon contract signing. The CSM will regularly provide best practice recommendations, partnering with the client to drive value and increase customer return on the investment through the effective use and adoption of the solution. The CSM serves as an internal advocate for the client, helping to drive change when necessary to help the client achieve their business objectives, and is also an external advocate for PROS to ensure PROS enjoys the expected benefits of the customer relationship.
A Day in the Life of the Customer Success Manager
- About the role:
- 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 product and service offerings.
- Manage the invoicing, accounts receivable, and other commercial aspects of the customer relationship.
- Identify and secure new sales opportunities of PROS products and services and ensure renewal of maintenance and subscription contracts.
Required Qualifications - About you:
- You have proven experience. You possess strong expertise in managing key account relationships at the Success Manager and C-suite level and managing project implementations. You’ve done this before but remain hungry and excited about doing it again with us.
- You’re bright. A Bachelors degree in computer science, engineering, math, or revenue management (or similar field of study) is required. A Masters in business administration is preferred.
- You’re street smart. You’re THE definition of a self-starter and a problem-solver. You’re resourceful and ruthlessly pragmatic.
- You’re an open book. You communicate crisply. You go out of your way to be transparent in your actions and your words.
- You possess strong experience managing key account relationships at the executive and C-suite level You have experience with full lifecycle SaaS implementation you’re ready to face large complex clients.
- You manage down, around and up with the same enthusiasm and without playing politics.
- You’re well organized and confident to work independently but will be a strong team player.
- You’re process oriented and willing to follow and take ownership for enhancing organizational processes designed to ensure efficient, consistent customer relations.
- You’re willing to and enjoy travel up to 50% of the time (both domestic and international).
Ideal Experience:
- 4+ years managing and improving teams and business units. Responsibility for revenue renewals in a geographic or global unit. Sensitive to the cultural differences inherent in the GTM approach internationally
- Growth stage experience. The creativity, tenacity, and cultural sensitivity to navigate a high-growth, entrepreneurial environment wit
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