Customer Success Manager
3 weeks ago
Come for the culture, grow your career, and enjoy the journey
When you join PROS, you’re joining a community of people who genuinely care - about their work, communities, customers, and each other. We empower our teams to be their best from anywhere, and trust that wherever you are, you’re going to bring your best self and do your best work.
We take care of our people so you can focus on our customers, business priorities and the important things outside of work. We prioritize flexibility and wellbeing to help our people:
- Rest: Quarterly Recharge Days, company-wide mental health holidays to unplug
- Reset: Work Well Wednesdays, a ‘quiet’ day to help prioritize focused work with mínimal distractions
- Recharge: Trusted Time Off (US) so you can plan for the time you need when you need it
- Reap rewards: Competitive benefits and compensation packages, including paid maternity and paternity leave, adoption and IVF benefits, baby bucks, 401(k) match, pet insurance and more
- Reach your full potential: Leadership training, dedicated people leader programs and resources, Learn and Connect cultural series, active Employee Resource Groups
We celebrate and embrace different views and ideas, and all play a role in fostering an inclusive environment that encourages and protects diversity of thought. Our inclusive culture is one of the reasons we’re a Great Place to Work. Our customers tell us over and over that they ultimately choose PROS because of our people. They love our solutions, but at the end of the day, they don’t choose our technology—they choose us, and that is the ultimate compliment.
We invite you to join our team and grow your career at PROS Help us shape the future of how companies compete and win in their markets
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 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.
- 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 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. Y
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