Customer Success Manager, Enterprise

Customer Success Manager, Enterprise

Customer Success Manager, Enterprise FLSA Status Exempt Location: US, West Coast Job Summary:  The Customer Success Manager oversees 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. You are passionate about building strong customer relationships, delivering value, identifying growth potential, and ultimately turning customers into raving Prove fans! 

Key Responsibilities Establish reputation as trusted partner via regular business reviews presenting the status of the Prove relationship, reviewing active and future project(s) and demonstrating the value Prove delivers to the clients business objectives

Quickly become a subject matter expert of clients business objectives and use cases while striking a healthy balance between customer satisfaction and delivering business value.

Primarily responsible to achieve our corporate objectives measured by a client Net Promoter Score (NPS).

Forecasting & Accuracy: Responsible for forecasting  live revenue and having a deep understanding of your clients business and any seasonality that comes with it.

Renewals: Monitor account renewals and work proactively to secure renewals on time.  Work closely with account managers to strategize on price increases, added AGV, and up-selling additional products/services at time of renewal

QBRs: Organizes and hosts onsite QBRs with client executive team to align to customer goals and derive long term partnership plans

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 creation 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.

Travel requirement roughly 20% 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 

Prove is hiring for this role on CareerPlace.

Apply on the company website through Prove.

Imported from employer careers page. Source ref: b8e6b645ff92.