Customer Success Manager

Customer Success Manager

DEU Frankfurt Virtual | Full time

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 serves as an internal advocate for the customer, helping to drive change when necessary to help the customer 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 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.

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 in Customer Success, Professional Services, or Sales.

• You’re bright. 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.

Skills & Personal Characteristics

• Ownership

• Innovation

• Care

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.