As a Customer Success Associate, you will work with the growing number of PROS customers to manage the customer relationship throughout the entire customer lifecycle. You will be responsible for the adoption and continued satisfaction with the PROS solutions. When starting at PROS, the Customer Success Associate is partnered with a Senior CSM to learn more about how we partner with customers to ensure their success. CSAs regularly provide best practice recommendations, partnering with the client to drive value and increase customer return on the investment through the effective use and adoption of the solution. The Customer Success Associate serves as an internal advocate for the customer, helping to drive change when necessary to help the customer achieve their business objectives, and is also an external advocate for PROS to ensure PROS enjoys the expected benefits of the customer relationship.
A Day in the Life of the Customer Success Associate – About the role
Start the role partnered with a Senior CSM who works with some of our largest, most complex, and demanding customers.
The Senior CSM/CSA relationship is one where CSAs can learn on the job how to ensure customers are able to use PROS software, that they are adopting our technology in line with best practices, that we help them get back on track when things aren’t going well, and that are realizing their return on investment.
CSAs will assist the Senior CSM in almost all aspects of managing the customer relationship. This can range from conducing deep-dive analyses into usage and adoption to helping to resolve support issues to demonstrating new product features to financial modeling of contract renewals.
The CSA may also be assigned certain special projects that align with the strategic initiatives of the broader Customer Success team such as formalizing a price increase program, launching an effective contract management process, building management dashboards and reporting, and mapping the end to end customer journey to highlight where to remove friction.
Above all the CSA is joining a 6 to 12 month “apprenticeship” style journey where they can learn directly from our most seasoned professionals and develop their own skillset.
At the end of the 6 to 12 month journey, the CSAs will be eligible for advancement along the CSM career journey and may be assigned to customer relationships that they will manage autonomously. Included below are more details on the responsibilities more senior members of the Customer Success team have in order to provide clarity on the types of skills we expect the Customer Success Associate to develop during the course of the 6 to 12 month journey: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
Develop an account plan and recommendations for customers that outline their critical success factors and metrics for success
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
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
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
The Customer Success Associate is expected to assist their partner Senior CSM with any of these responsibilities so that the Customer Success Associate can confidently execute them when they are assigned customer relationships of their own.
Required Qualifications – About you
We are looking for candidates who possess the rare combination of the following achievements, skills and behaviors:
You’re bright. A bachelor’s degree in computer science, engineering, math, or revenue management (or similar field of study) is required. A master’s in business administration is preferred.
You’re street smart. You’re THE definition of a self-starter and a problem-solver. You’re resourceful and ruthlessly pragmatic.
You’re an open book. You communicate crisply. You go out of your way to be transparent in your actions and your words.
You manage down, around and up with the same enthusiasm and without playing politics.
You’re well organized and confident to work independently but will be a strong team player.
You’re process oriented and willing to follow and take ownership for enhancing organizational processes designed to ensure efficient, consistent customer relations.
You’re willing to and enjoy travel up to 50% of the time (both domestic and international).
Bachelor’s degree in applicable field
Master’s degree in applicable field preferred
Skills & Personal Characteristics
PROS culture and the truly extraordinary people who work here are at the very core of our success. We have a passion for what we do, and we won’t stop until we’ve delivered on our promises. We’re committed to the success of our customers. That’s why we think harder and dream bigger – so our customers can go even further than they ever imagined possible.
This is a unique opportunity to join a company that has 30+ years of proven success with a long runway of more success.
Our people make PROS stand out from the rest. If you want to be a part of something truly extraordinary, come help us shape the future of how companies compete and win in their markets.
Most work activities are performed in an office or home-office environment and require little to moderate physical exertion. Work activities may require periods of extended hours, critical deadlines and stressful situations. To successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), comprehend business terminology, interpret numerical data.
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.