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For Companies At a Glance
- Tasks: Manage customer relationships and ensure satisfaction throughout the entire lifecycle.
- Company: Join PROS, a leader in providing innovative solutions for customer success.
- Benefits: Enjoy flexible work options, travel opportunities, and a dynamic team culture.
- Why this job: Be the voice of the customer while driving impactful change and growth.
- Qualifications: Bachelor's degree required; experience in Customer Success or Sales preferred.
- Other info: Willingness to travel up to 50% is essential.
The predicted salary is between 28800 - 43200 £ per year.
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
Customer Success Manager employer: PROS
Contact Detail:
PROS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarize yourself with PROS products and services. Understanding the features and benefits of what you’ll be advocating for is crucial. This knowledge will help you communicate effectively with clients and demonstrate how PROS solutions can meet their business objectives.
✨Tip Number 2
Network with current Customer Success Managers or professionals in similar roles. Engaging with them can provide insights into the day-to-day responsibilities and challenges they face, which can help you prepare for the role and stand out during interviews.
✨Tip Number 3
Showcase your problem-solving skills through examples from your past experiences. As a CSM, you'll need to navigate complex customer issues, so demonstrating your ability to think critically and act decisively will be key in your discussions.
✨Tip Number 4
Prepare to discuss your approach to building relationships with C-level executives. Since establishing these connections is vital for success in this role, having a strategy or examples ready will highlight your readiness to take on this responsibility.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Customer Success Manager position. Understand the key responsibilities and required qualifications, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant experience in managing customer relationships, particularly in Customer Success or Sales. Use specific examples that demonstrate your ability to drive product adoption and customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that showcases your communication skills and executive presence. Explain why you are passionate about customer success and how your background makes you a perfect fit for PROS.
Showcase Your Problem-Solving Skills: In your application, provide examples of how you've successfully resolved customer issues in the past. Highlight your resourcefulness and ability to advocate for customers while also achieving business objectives.
How to prepare for a job interview at PROS
✨Showcase Your Customer Success Experience
Be prepared to discuss your previous experience in managing key account relationships. Highlight specific examples where you successfully drove product adoption and customer satisfaction.
✨Demonstrate Strong Communication Skills
Since the role requires excellent communication, practice articulating your thoughts clearly and concisely. Be ready to showcase your ability to engage with various stakeholders, from executives to project teams.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer escalations. Think of scenarios where you had to advocate for a customer or resolve a critical issue.
✨Understand PROS Products and Solutions
Familiarize yourself with the PROS product offerings and how they align with customer needs. This knowledge will help you demonstrate your ability to provide valuable recommendations during the interview.
