What are the responsibilities and job description for the Customer Success Manager, Growth position at Prove?
Customer Success Manager, Growth
Job Summary:
The Customer Success Manager helps the overall account management team with oversight of the customer retention process by acting as a customer advocate within the organization and streamlining the customer experience.
The Customer Success Manager will be client focused and Prove product savvy. You are someone who wants to blend people and technology to drive and exceed successful outcomes for our clients. You are naturally curious and thrive on learning how technology works to solve problems. You pair your knowledge and experience to partner with and advise clients, ultimately acquiring deep knowledge of the client’s organization and business objectives. As CSM, you will be pivotal in helping the account management team in facilitating a streamlined approach for support. You are passionate about building strong relationships with internal customers cross functionally to help forge strong customer relationships, delivering value, identifying growth potential, and ultimately turning customers into raving Prove fans!
Key Responsibilities:
- Collaborate closely with account management team to understand and support clients’ business objectives and use cases while striking a healthy balance between customer satisfaction and delivering business value
- Work closely with account management team to achieve our corporate objectives measured by a client Net Promoter Score (NPS)
- Pass rate optimization & recommendations
- Present areas of optimization to clients via partnership with AM’s (new opportunities) or SCs (pass rate improvements) to drive client success and value of Prove solution
- Ticket monitoring and escalation coordination: Responsible for creating and monitoring client’s internal ticketing needs (support ticket, SC ticket, Product ticket, Data Science Tickets, Fraud Tickets)
- Product Expertise: Develop a deep understanding of our products and services. Stay updated on the latest features and updates, and effectively communicate their value to clients
Qualifications and Experience:
- 3 to 5 years in a customer facing role such as account management or sales Excellent project management and long-term account planning skills
- Strong written and verbal communication, documentation, presentation, interpersonal, and customer service skills
- Possess experience within a highly regulated market (i.e. Fintech, Insurance, Retail)Knowledge of digital identity and Authentication strongly preferred
- Prefer selling strategies and negotiations skills aptitude and passion for technology, KPIs, data, business cases
- Excellent ambition and desire to grow and expand your career
- Track record of building and maintaining successful client relationships
- Experience in cybersecurity, fintech, or fast-growing startup is required
- Promote, maintain and enhance our cultural values of humility, passion, inclusion, and leadership.
- Strong passion for learning about our products and markets through in-house and external training.
- Experience in high-growth /pre-IPO Technology companies
The anticipated salary range for this role is $110,000- $120,000 plus variable commission / company bonus. Offered salary will be determined by the applicant’s education, experience, knowledge, skills, geo-location and abilities, as well as internal equity and alignment with market data.
