Senior Manager, Customer Success

PROS , Holdings, Inc. (NYSE: PRO) provides AI-powered solutions that optimize selling in the digital economy. PROS solutions make it possible for companies to price, configure and sell their products and services in an omnichannel environment with speed, precision and consistency. Our customers, who are leaders in their markets, benefit from decades of data science expertise infused into our industry solutions.

We are seeking a highly motivated and experienced Senior Manager, Customer Success to lead the APAC Customer Success team. As a Senior Manager, Customer Success, you will be responsible for ensuring the success of our customers by overseeing adoption, value realization, and renewals. You will work closely with our sales, marketing, and product teams to develop and execute strategies that improve customer satisfaction to drive expansion and advocacy.

Responsibilities:

• Lead and mentor a team of Customer Success Manager, ensuring they have the necessary tools, resources, and training to achieve their goals;
• Develop and implement strategies to improve customer satisfaction, retention, and growth;
• Collaborate with sales and marketing teams to identify opportunities to upsell and cross-sell to existing customers;
• Develop and manage customer success metrics and KPIs to measure team performance and effectiveness;
• Monitor customer feedback and work with product teams to identify and prioritize feature requests and improvements;
• Serve as a customer advocate and liaison between customers and internal teams;
• Develop and maintain strong relationships with key customers to ensure their continued success and loyalty;

Qualifications:

• Bachelor\’s degree in Business Administration, Marketing, or a related field;
• 5+ years of experience in customer success or a related field;
• 2+ years of experience in a leadership or management role;
• Strong communication, interpersonal, and problem-solving skills;
• Experience working with key software solutions, such as Salesforce, Gainsight, and marketing applications;
• Ability to work independently and as part of a team in a fast-paced, dynamic environment;

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.