Description : What You Will Do
- Manage a team of resources who are responsible to executing on corporate goals as it pertains to Customer Success with exceptional results.
- Establish and manage new programs to address any gaps in our Customer Success Methodology.
- Support team in providing superior service to ensure customers are successful in meeting their desired business outcomes.
- Troubleshoot issues, escalate where needed, and follow-up promptly to ensure customer expectations are exceeded.
- Ensure customers are receiving the most value from their investment by managing the onboarding experience part of the customer life cycle.
- Help in facilitating the renewals process; proactively look at addressable churn and contact customers at risk prior to renewal time and track information regarding any cancellations, forecast renewals on a regular basis and provide updates on team progress.
- Identify opportunities to cross-sell and upsell clients on additional products.
- Coach team members and customers on the best practices of using Prophix, and the use and benefit of our products and services.
- Oversee quality assurance including issue resolution, call monitoring, and development of performance metrics.
- Manage resources by setting clear expectations, creating accountability, and enhancing collaboration to meet or exceed service level and quality expectations.
- Manage complex customer escalations and facilitate the plan for resolution, provide support to the Customer Success team on complex renewals and account saves.
- Perform other related duties as assigned.
What You Will Bring Required Qualifications
- Must have the ability to think strategically and implement strategic initiatives.
- Ability to provide professional client communications, both proactively and in challenging situations.
- Experience in customer success management is required
- Excellent business consulting skills, primarily in the ability to determine business pain points and the capacity to align appropriate solution recommendations.
- Ability to think strategically and align client business pain points to solution options.
- Strong in-person and remote presentation skills.
- Effective time management and organizational skills that allows candidates to effectively manage multiple customers and team members concurrently.
- Must be comfortable working in a project environment interacting with all levels of an organization.
- A proven top performer with a diligent work ethic and willingness to go the extra mile to ensure Customer Success
Preferred Qualifications
- Post-Secondary Degree in Accounting, Marketing, Finance, Computer Science, or related discipline
- Strong computer skills with advances working knowledge of Microsoft Office Suite with a strong focus on Excel, including the ability to create complex formulas
- Knowledge of CPM software is highly required.
Why join?
Prophix
