Customer Success Manager

In this role, you will:

• 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.  
• 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.
• 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.
• 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 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.
• Navigate and engage other internal cross-functional groups across Progress as necessary to facilitate the removal of any complex technical barriers to the adoption of additional product features and/or functionality.
• Consult with customers on best practices to increase value and ROI and gain an understanding of their definition of success.
• Successfully create opportunities for reference accounts among assigned customers.
• 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.
• Be a primary point of escalation contact for targeted customers.
• Conduct site visits as needed and build strong relationships with key stakeholders and executives to naturally grow revenue and increase customer satisfaction.
• Assist in attaining Progress Customer Support's customer satisfaction goals 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.

Your background: 

• 4 years of experience working in a client-facing role (support, sales, account management, customer success, etc.) with a track record of driving initiatives independently and collaboratively to deliver on customer projects and improve customer satisfaction 
• Ability to keep accurate, detailed records of activity in CRM (Salesfore.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 with the ability to identify the right approach to problems and making informed decisions
• Ability to multi-task, problem solve, and work cross-functionally in a dynamic and fast-paced environment
• 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.
• Previous experience of working in the Federal space an advantage
• Travel requirement for this position: 10% (as needed)

If this sounds like you and fits your experience and career goals, we’d be happy to chat.   

What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with and also to enjoy:  

• 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, bonus, 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. 

Apply Now!

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