Customer Success Manager

4 weeks ago

ireland Progress Software Corporation Full time

We are Progress (Nasdaq: PRGS) - an experienced, trusted provider of products designed with customers in mind so they can develop the applications they need, deploy where and how they want, and manage it all safely and securely.

We’re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as a Customer Success Manager and help us do what we do best: propelling business forward.

As a Customer Success Manager, you will be responsible for post-sales activity for Progress Software’s most strategic and key customers. This role serves as the primary point of contact for these customers. You will provide the employee with the opportunity to work closely with other members within Progress Software INFRA organization to help customers meet their desired business outcomes, customer retention, and build relationships.

In this role, you will:
  1. Manage a portfolio of customers to drive greater business value and ensure our customer investments are being optimally leveraged.
  2. Act as a strategic partner with insights into customer objectives and driving product adoption by aligning Progress's features and functionality with customers' overall business needs.
  3. Understand and identify Progress services and offerings and how they help meet customer’s objectives leading to upsell opportunities.
  4. Act as a liaison between product management and the customer with a focus on communicating the Progress Roadmap and how this will influence customer activities.
  5. Collaborate cross functionally with account team members to create a seamless & optimal customer experience.
  6. Hold quarterly account reviews to discuss status of account and future business opportunities.
  7. Implement comprehensive engagement and communication strategies to maintain high customer satisfaction and minimize churn.
  8. Develop metrics, processes, and best practices to optimize customer value and satisfaction.
  9. Serve as the primary interface for managing and resolving critical situations within accounts.
Expected results within 3-6 months:
  1. A proficient knowledge of Progress Software INFRA products, services and offerings.
  2. Self-sufficient management of a portfolio of 25 customers in EMEA.
  3. Detailed & prioritized account plan development, including product adoption strategies and the identification of any upsell opportunities.
  4. Manage and establish customer relationships including key executives and decision makers.
  5. Timely execution of customer success engagements.
Your background:
  1. 3+ years in Customer Success, with a proven ability to manage relationships in complex organizations, including Fortune 500 and Global 2000 customers.
  2. Fluent in German.
  3. Fluency in Italian will be considered an advantage.
  4. Bachelor’s degree or equivalent work experience.
  5. Demonstrated experience in customer management within a software or SaaS environment, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels.
  6. Experience with Gainsight and Salesforce.
  7. Strong verbal and written communication skills, including the ability to chair meetings with executive leadership.
  8. Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services and Product Management).
  9. Certifications in customer success, project management, or related fields are a plus.
  10. Ability to travel up to 20%.

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:

  1. Compensation: Competitive salary, bonus, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback.
  2. Benefits: Premium Collective Health Insurance Plan with a monthly employer contribution and Premium Collective Pension Scheme fully funded by Progress.
  3. Time-off and Leave: Generous vacation allowance, an additional day off for your birthday, and days off for volunteering.
  4. Well-being: A global well-being program focused on physical, mental, and financial health.
  5. Focus on Employee Experience: We aim to create an environment where people view their time at Progress as their best career chapter by seeking your feedback, partnering with you and recognizing and celebrating the moments that matter.
  6. Career Growth: We empower you to own your career and personalize your growth with career development tools, internal career mobility, knowledge sharing, and learning opportunities.

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