Senior Customer Success Manager
Job Description
This is a Remote position for anyone in North America
Position Overview
We are looking to hire a Senior Customer Success Manager to work alongside our passionate sales team. As the Senior Customer Success Manager, you will support and progress existing customers and the Prodly Account Management team by providing subject matter expertise, demo delivery, technical feasibility of proposed solutions, and by developing strong relationships. This integral team member will educate customers on change management best practices driving increased adoption, usage, and familiarity with the Prodly suite of products.
It is important to have a strong customer-centric mentality and genuine curiosity for the breadth of the customer’s real business challenges, along with the ability to match our growing solution set to solve them. Prodly’s success hinges upon the success of our customers; you are the trusted advisor, communicating how to best leverage Prodly products to address specific business and technical needs.
Moving forward, this role is a critical factor in the growth plans of the Customer Success team, including leadership responsibilities, hiring, resource allocation, and Success Program modifications/additions.
What we offer:
- Possibility to be a significant part of product development
- Interesting and challenging tasks that require a thoughtful engineering approach
- A people-first approach to interactions with stakeholders, internal and external
Responsibilities:
- Customer Success leadership responsibilities include prioritization. resource allocation and scheduling
- Develop relationships with customers by acting as a trusted advisor
- Serve as the primary technical point of contact for existing customers
- Work directly with the Account Management team by providing subject matter expertise
- Produce and deliver customer-specific demonstrations
- Deliver Customer Success programs
- Understand and communicate the value and ROI of products as they relate to customer’s business and software needs
Required Experience/Skills:
- Minimum 4 years of Solution Engineer and/or Customer Success experience
- Minimum 2 years of SaaS experience
- Minimum 2 years of Team Lead/Management experience
- Experience in onboarding and training new hires
- Exceptional communication and interpersonal skills coupled with the ability to present ideas in a clear, user-friendly manner
- Demonstrated ability to translate customer needs into solutions
- Ability to create big-picture software solutions and present them in a clear, user-friendly way
Bonus Experience/Skills:
- A Bachelor’s degree in Computer Science, Information Systems, or Software Engineering
- Salesforce Administrator and/or Developer certification(s)
- Salesforce ecosystem experience
Job conditions:
- Attractive monthly salary paid in line with your skills and experience
- Fully remote work within Prodly’s digital setup
- A flexible working schedule that matches your work-life balance
- Unlimited Paid Time Off benefit
- Company 401k match
