Performance of Duties
1.1 The Employee shall serve the Company as Customer Success Manager or such other role as the Company may require from time to time having regard to the needs of the business and the Employee’s skills, qualifications, and experience.
1.2 The Employee shall perform the following duties, including but not limited to:
- 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
Required Qualifications - About You
- You have proven experience. You possess strong expertise in managing key account relationships in Customer Success, Professional Services, or Sales.
- You’re bright. A bachelor’s degree in computer science, engineering, math, or revenue management (or similar field) is required. A master’s in business administration is preferred.
- You are a superb communicator with a strong executive presence. You’re comfortable in various settings ranging from executive to project working teams. You are characterized by crisp, clear verbal and written communication.
- You are street-smart. You are the definition of a self-starter and a problem-solver. You are resourceful and ruthlessly pragmatic.
- You are 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 are well organized and confident to work independently but will be a strong team player.
- You are process-oriented and willing to follow and take ownership for enhancing organizational processes designed to ensure efficient, consistent customer relations.
- You are willing to and enjoy travel up to 50% of the time (domestic and international).
- To effectively communicate with management, proficiency in both spoken and written English is required.
- To build and maintain relationship with customers in Mainland China, spoken and written Chinese at a business level is required.
- Having an established network in the travel industry across APAC, with a particular focus on Mainland China, is highly desirable.
