Customer Success Manager

Progress•Raleigh, NC

27d•Hybrid

About The Position

We are Progress (Nasdaq: PRGS) - the trusted provider of software that enables our customers to develop, deploy and manage responsible, AI-powered applications and experiences with agility and ease. 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. This will be a hybrid role so splitting your time between your home office and our Raleigh NC office. Candidates must be local to that location already as we can not provide any relocation packages. We are looking for an exceptional person to join our Customer Success (CS) team to make an immediate impact for our customers at Progress. As a Customer Success Manager, you will work proactively with a growing number of Progress Software strategic Enterprise Customers and/or Partners and will serve as their primary point of contact to help them to see and create the value they are aspiring to achieve (and ideally, beyond), through successful onboarding and adoption of our products and future growth. This will lead to increased revenue, decreased churn, customer retention, while fostering a positive customer experience and ensuring customer satisfaction. If you're a fast learner and passionate about helping customers achieve success, we want to hear from you!

Requirements

Proven experience working in a client-facing role (support, sales, account management, customer success, etc.) with a track record of driving initiatives independently and collaboratively to deliver on customer projects and improve customer satisfaction
Knowledge of, and confidence articulating, key database and data platform technologies, such as relational databases, metadata, indexing, search and graph technologies (RDF,SPARQL, etc)
Proven ability to build and maintain strong and trusting collaborative relationships with a diverse set of internal and external constituencies ranging from technical resources and senior level executives
Ability to keep accurate, detailed records of activity in CRM
Experience working with technology integrations and facilitating communication between services, engineering and business teams
Strong communication, listening, presentation, and meeting facilitation skills to interact with all levels of customers, business managers, end users, software developers, and architects (includes senior executives)
Demonstrated business acumen in understanding customer’s business goals and objectives with the ability to assess risks, identify the right approach to problems, make informed decisions, and provide innovative solutions
Ability to lead cross-functionally in a dynamic and fast-paced environment to manage and resolve complex escalations and other problems, while maintaining a strong customer centric approach
Excellent organizational, project management, multi-task, and time management skills
Demonstrated high levels of integrity, initiative, energetic, empathy and motivation
High levels of integrity and initiative, energetic and motivated
Resourceful, adaptable, goal oriented, and willing to tackle challenges
Ability to influence development activities

Nice To Haves

Salesforce.com experience preferred
Working knowledge of other Progress Software products a PLUS.

Responsibilities

Act as trusted advisor for our customers and invest in the time to develop and enhance relationships with key stakeholders to earn the "trusted advisor" status where needed.
Be primary point of contact to proactively co-ordinate complex escalations, using your excellent communication skills to manage internal and external stakeholders, understanding technical complexities and the impact these have on the customers business.
Lead customers through post-sales customer journey by leveraging your understanding of the customer’s or partner’s business strategies, with a focus on product adoption and customer business goals and key initiatives.
Proactively reach out to customers who aren’t calling you to see how else you can help them be successful; drive adoption, identify expansion and add-on opportunities, and have a “good finger on the pulse” for each account.
Work with customers to ensure the successful onboarding and implementation of newly purchased products or releases, while coordinating all activities associated.
Understand and explain complex technical concepts to audiences at all levels within an organization.
Focus on and understand the business challenges customers are looking to solve and craft, prescribe, and help to drive solutions to meet those challenges.
Work with other internal resources to coordinate/facilitate high level demos, workshops, and training sessions to educate customers on current features based on best practices and provide visibility into current vs. future product features and capabilities.
Maintain a repository of critical customer information and feedback you learned through interactions with customers for product improvement to feed it back to the product, technical support, marketing, and sales teams.
Hold quarterly internal account reviews to discuss status of the product(s), technical challenges or future adoption of additional features.
Review and report monthly on what's completed from last review sessions, and any outstanding items and/or additional items.
Maintain clear records of the business case built for customers, including documentation of the relationships, to maximize renewal/upsell rates and execute a smooth renewal process.
Monitor customer health and rank ordering customers by likelihood to upgrade to current versions. Track product adoption through features used.
Conduct site visits as needed and build strong relationships with key stakeholders and executives to naturally grow revenue and increase customer satisfaction.
Assist in maintaining industry leading customer satisfaction targets by proactively meeting customer needs and addressing customer concerns before they affect customer satisfaction.
Support Account Management team in maximizing the revenue protected via renewals and any new revenue generated from upsells or cross-sells.
Work closely with Account Manager to help close additional sales at assigned customers by identifying opportunities to increase Progress licensing.

Benefits

Medical, dental, vision, life & disability, and financial benefits (including 401(k) retirement savings plan.
Tuition Reimbursement program.
Additional voluntary benefits including crucial illness/hospital indemnity, identity theft protection, auto & home insurance, legal, and pet insurance.
Competitive salary, commission, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback
Flexible paid vacation time, paid day off for your birthday, and company holidays.
A variety of leave plans, including Parental Leave.
Employee Assistance Program (EAP) and an employee well-being program focusing on physical, mental, and financial health.

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