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For Companies At a Glance
- Tasks: Manage customer relationships and ensure satisfaction throughout the entire lifecycle.
- Company: Join PROS, a leading software development company focused on customer success.
- Benefits: Enjoy a full-time role with opportunities for travel and professional growth.
- Why this job: Be the voice of the customer while driving impactful change and building strong partnerships.
- Qualifications: Bachelor's degree in a relevant field; experience in Customer Success or Sales is a must.
- Other info: Expect to travel up to 50% domestically and internationally.
The predicted salary is between 36000 - 60000 £ 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.
- 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).
Skills & Personal Characteristics
- Ownership
- Care
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Business Development, Customer Service, and Sales
Industries
- Software Development
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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 solutions we offer will not only help you in interviews but also demonstrate your genuine interest in the role and how you can contribute to customer success.
✨Tip Number 2
Network with current or former Customer Success Managers at PROS. They can provide valuable insights into the company culture, expectations, and what it takes to excel in this role.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed key account relationships in the past. Highlight your problem-solving skills and ability to drive customer satisfaction.
✨Tip Number 4
Showcase your communication skills during the interview process. As a CSM, you'll need to effectively communicate with various stakeholders, so practice articulating your thoughts clearly and confidently.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing key account relationships, particularly in Customer Success or Sales. Use specific examples that demonstrate your ability to drive customer satisfaction and product adoption.
Craft a Compelling Cover Letter: In your cover letter, emphasize your communication skills and executive presence. Share anecdotes that showcase your problem-solving abilities and how you've successfully managed customer relationships in the past.
Showcase Relevant Skills: Clearly outline your qualifications, such as your educational background in computer science or business administration, and any relevant certifications. Highlight your organizational skills and your ability to work independently while being a team player.
Demonstrate Cultural Fit: Research PROS and reflect their values in your application. Show that you are process-oriented and willing to enhance organizational processes. Mention your willingness to travel and how you can contribute to building strong relationships with clients.
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, as this role heavily relies on these skills.
✨Demonstrate Strong Communication Skills
Since the role requires clear communication with various stakeholders, practice articulating your thoughts crisply and clearly. Be ready to showcase how you've effectively communicated with both executives and project teams in past roles.
✨Prepare for Problem-Solving Scenarios
Expect questions that assess your problem-solving abilities. Think of situations where you had to resolve critical customer issues or drive change within an organization, and be ready to explain your thought process and outcomes.
✨Understand PROS Products and Solutions
Familiarize yourself with PROS products and services before the interview. Being knowledgeable about their offerings will not only show your interest but also help you discuss how you can contribute to customer success effectively.
