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Senior Customer Success Manager
2 weeks ago
Position Summary:
The Senior Customer Success Manager is responsible for ensuring a competitively differentiated post-sales customer experience and driving our recurring revenue renewal process and results for all customers in North and South America. This role reports to the Senior Director, Global Customer Success and will be peers with our leaders responsible for Professional Services, Training, and Support in the Americas. This role will be a key member of the leadership team of the broader Customer Experience and Engagement team at PROS.
The ideal professional for the Senior CSM role will possess a motivational leadership style and a warm approach in working with customers. He/she will have the experience and strategic instincts to drive improved advocacy for customer experience in all post-sales operations, and to lead a strategic customer account management process that ensures successful customers and identifies opportunities to grow our customer relationships. He/she will also need the skills to scale the organization and to operate successfully in a global, multi-channel, and matrix environment.
A Day in the Life of the Customer Success Manager:
- 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.
- 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.
- Conduct regular meetings with the client and make recommendations to ensure continued success and value realization with PROS Product Solutions.
- 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. Understands key relationships on the customer side, and works to build relationships with peers, influencers, and decision makers.
- Educate clients on self-service tools release processes, and other programs to ensure a successful partnership.
- Maintain working knowledge of each of the PROS product and service offerings.
- Can effectively negotiate account issues with customer stakeholder/ counterparts, such as collections or support issues.
- Manage the invoicing, accounts receivable, and other commercial aspects of the customer relationship.
- Identify and secure new sales opportunities of PROS products and services and ensure renewal of maintenance and subscription contracts.
- Understands the current PROS go-to-market strategies and can help the customer understand PROS' unique differentiation to solve business issues within the industry verticals. Contributes to evolving GTM strategies through providing feedback of what our teams are observing within the industry.
- Understands customer issues and develops strategies to communicate, manage and mitigate the risks and issues. Works within the PROS organization to obtain support for risk mitigation efforts within the portfolio.
- Actively develops executive contacts within the organization. Confident and capable of managing and delivering product issue and improvement meetings with necessary product teams on behalf of Customer Success.
Required Qualifications - About you
- Experience in the airline industry: Extensive knowledge and experience working within the airline industry, preferably in a customer-facing role. Understanding of the industry's dynamics, challenges, and customer expectations.
- Customer success expertise: Proven track record of successfully managing and growing customer relationships, preferably in a senior or leadership capacity. Demonstrated ability to drive customer satisfaction, retention, and expansion.
- Analytical skills: Proficient in analyzing complex data sets, identifying patterns, and deriving actionable insights. Ability to leverage data-driven approaches to develop customer success strategies, identify opportunities for improvement, and measure success metrics.
- Communication and interpersonal skills: Excellent verbal and written communication skills, with the ability to effectively articulate complex concepts and technical information to both technical and non-technical stakeholders. Strong interpersonal skills to build rapport, establish trust, and manage relationships with diverse customers and i
