A Day in the Life of the Customer Success Manager – About the role:
As a Customer Success Manager (CSM), you will work with the growing number of EVM customers to manage the customer relationship throughout the entire customer lifecycle. You will be responsible for the adoption and continued satisfaction with the EVM 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 EVM to ensure EVM enjoys the expected benefits of the customer relationship.
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 EVM Product Solutions
Leverage internal EVM processes and protocols to resolve critical customer escalation issues and serve as the chief advocate for the customer internally at EVM
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 EVM 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 EVM 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 EVM product and service offerings
Manage the invoicing, accounts receivable, and other commercial aspects of the customer relationship
Identify and secure new sales opportunities of EVM products and services and ensure renewal of maintenance and subscription contracts
Required Qualifications – About You
We are looking for candidates who possess the rare combination of the following achievements, skills and behaviors:
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 bachelor’s degree in computer science, engineering, math, or revenue management (or similar field of study) is required. A master’s in business administration is preferred (or equivalent experience).
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).
Language requirement – fluent in English.
Skills & Personal Characteristics:
PROS culture and the truly extraordinary people who work here are at the very core of our success. We have a passion for what we do, and we won’t stop until we’ve delivered on our promises. We’re committed to the success of our customers. That’s why we think harder and dream bigger – so our customers can go even further than they ever imagined possible.
This is a unique opportunity to join a company that has 30+ years of proven success with a long runway of more success.
Our people make PROS stand out from the rest. If you want to be a part of something truly extraordinary, come help us shape the future of how companies compete and win in their markets.
Most work activities are performed in an office or home-office environment and require little to moderate physical exertion. Work activities may require periods of extended hours, critical deadlines and stressful situations. To successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), comprehend business terminology, interpret numerical data.
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
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