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Customer Success Manager

1 month ago

Houston, United States PROS Holdings, Inc. Full time
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 minimal 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

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 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 30 % - 50% of the time (both domestic and international).
Skills & Personal Characteristics
  • Ownership
  • Care
  • Innovation


About PROS:

PROS Holdings, Inc. (NYSE: PRO) is your company's best-kept secret for profitable growth. Viewed as a market-leader by both Gartner and IDC for its CPQ and price optimization capabilities, PROS advanced AI delivers results to the world's top brands including Cargill, Etihad, Honeywell, HP, Lenovo, Lufthansa, Siemens and more. With more than 30 million AI models, PROS award winning AI is the driving force in processing more than 2 trillion transactions per year. PROS customers report up to 96% efficiency gain, up to 5% margin improvement and up to 20% revenue lift, according to a recent ROI study. To learn more, visit www.pros

Why PROS?

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.

Work Environment:

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.