Customer Success Manager

Pramata is leading the way in enterprise contract intelligence, providing organizations with the power to transform their contract portfolios. They are seeking a Customer Success Manager to own customer relationships, drive retention and growth, and ensure customer satisfaction through effective onboarding and value delivery.

Responsibilities:

• Own the customer relationship through value delivery, adoption, and ultimate satisfaction of their business goals to drive retention and growth
• Act as a trusted advisor to all levels of customer contacts, from Executive/Sponsors, Project Champions/Managers, through end users to optimize utilization of the Pramata platform
• Understand your customer’s objectives and develop & maintain customer roadmaps to maximize customer ROI through alignment to their strategic business initiatives
• Provide project oversight for customer’s initial implementation, ensuring an efficient customer experience and shortening time-to-value
• Proactively monitor customer usage, subscription, and overall product stickiness
• Engage end users to provide training and drive usage. Ensure awareness & adoption of new features
• Collect feedback from end users to inform product roadmap, collaborating with our product team to drive innovation in our agile delivery model
• Partner with Sales, Marketing, and Product teams to support events, renewals, and expansion opportunities
• Help secure customer references and create case studies

Requirements:

• Bachelor's degree or greater
• At least 3 years of customer enablement at a SaaS (Software as a Service) company
• Comfortable working with Management /executives and project managers both internally and with customers
• Team player with demonstrated ability to work in a fast-paced, results-oriented, collaborative environment
• Project management experience, ideally with software implementation
• Strong attention to detail and organizational skills
• Excellent written and verbal communication skills
• Strong analytical capabilities and comfort with data, reports and dashboards
• Proficiency in Microsoft Excel, Word, PowerPoint, Google Apps for Business and other commonly used business applications
• Legal, paralegal, or contract administration experience a plus
• Experience and familiarity with contracts and/or contract management systems and/or Salesforce is a plus