Customer Success Manager

Role Overview

• Act as trusted advisor for our customers and invest in the time to develop and enhance relationships with key stakeholders to earn the "trusted advisor" status where needed
• Be primary point of contact to proactively co-ordinate complex escalations, using your excellent communication skills to manage internal and external stakeholders, understanding technical complexities and the impact these have on the customers business
• Lead customers through post-sales customer journey by leveraging your understanding of the customer’s or partner’s business strategies, with a focus on product adoption and customer business goals and key initiatives
• Proactively reach out to customers who aren’t calling you to see how else you can help them be successful; drive adoption, identify expansion and add-on opportunities, and have a “good finger on the pulse” for each account
• Work with customers to ensure the successful onboarding and implementation of newly purchased products or releases, while coordinating all activities associated
• Understand and explain complex technical concepts to audiences at all levels within an organization
• Focus on and understand the business challenges customers are looking to solve and craft, prescribe, and help to drive solutions to meet those challenges
• Work with other internal resources to coordinate/facilitate high level demos, workshops, and training sessions to educate customers on current features based on best practices and provide visibility into current vs. future product features and capabilities
• Maintain a repository of critical customer information and feedback you learned through interactions with customers for product improvement to feed it back to the product, technical support, marketing, and sales teams
• Hold quarterly internal account reviews to discuss status of the product(s), technical challenges or future adoption of additional features
• Review and report monthly on what's completed from last review sessions, and any outstanding items and/or additional items
• Maintain clear records of the business case built for customers, including documentation of the relationships, to maximize renewal/upsell rates and execute a smooth renewal process
• Monitor customer health and rank ordering customers by likelihood to upgrade to current versions
• Track product adoption through features used
• Conduct site visits as needed and build strong relationships with key stakeholders and executives to naturally grow revenue and increase customer satisfaction
• Assist in maintaining industry leading customer satisfaction targets by proactively meeting customer needs and addressing customer concerns before they affect customer satisfaction
• Support Account Management team in maximizing the revenue protected via renewals and any new revenue generated from upsells or cross-sells
• Work closely with Account Manager to help close additional sales at assigned customers by identifying opportunities to increase Progress licensing

Requirements

• Proven experience working in a client-facing role (support, sales, account management, customer success, etc.)
• Knowledge of, and confidence articulating, key database and data platform technologies, such as relational databases, metadata, indexing, search and graph technologies (RDF, SPARQL, etc)
• Proven ability to build and maintain strong and trusting collaborative relationships with a diverse set of internal and external constituencies ranging from technical resources and senior level executives
• Ability to keep accurate, detailed records of activity in CRM (Salesforce.com experience preferred)
• Experience working with technology integrations and facilitating communication between services, engineering and business teams
• Strong communication, listening, presentation, and meeting facilitation skills to interact with all levels of customers, business managers, end users, software developers, and architects (includes senior executives)
• Demonstrated business acumen in understanding customer’s business goals and objectives with the ability to assess risks, identify the right approach to problems, make informed decisions, and provide innovative solutions
• Ability to lead cross-functionally in a dynamic and fast-paced environment to manage and resolve complex escalations and other problems, while maintaining a strong customer centric approach
• Excellent organizational, project management, multi-task, and time management skills
• Demonstrated high levels of integrity, initiative, energetic, empathy and motivation
• High levels of integrity and initiative, energetic and motivated
• Resourceful, adaptable, goal oriented, and willing to tackle challenges
• Ability to influence development activities
• Working knowledge of other Progress Software products a PLUS

Tech Stack

• SFDC

Benefits

• Medical, dental, vision, life & disability, and financial benefits (including 401(k) retirement savings plan)
• Tuition Reimbursement program
• Additional voluntary benefits including crucial illness/hospital indemnity, identity theft protection, auto & home insurance, legal, and pet insurance
• Competitive salary, commission, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback
• Flexible paid vacation time, paid day off for your birthday, and company holidays
• A variety of leave plans, including Parental Leave
• Employee Assistance Program (EAP) and an employee well-being program focusing on physical, mental, and financial health