Customer Success Manager
About The Position
Promera is a leading provider of critical environment management solutions for mission critical environments, including data centers, cleanrooms, and life sciences facilities. For over 45 years, we’ve helped protect the performance and reliability of some of the world’s most demanding spaces. Our clients include top general contractors, hyperscale cloud providers, colocation facilities, and enterprises that rely on safe, compliant, and expertly maintained environments. Promera is ISO 9001:2015 and ISO 14001 certified, demonstrating our commitment to service excellence and operational efficiency. As the Customer Support Manager at Promera, you will play a pivotal role in maintaining and expanding our client relationships. Your primary focus will be on ensuring the successful renewal of existing contracts and working to upsell additional products/services. You will establish yourself as a subject matter expert and reliable business partner to each client by learning about their facilities, understanding their wants/needs, their service history, and the overall relationship Promera has with them. As a CSM, you will provide general support to all clients within your book of business. This involves becoming highly proficient in all of Promera’s systems and processes, enabling you to own the scheduling of service, maintain client relationships, and work cross-functionally to provide a world-class customer experience and grow our existing business.
Requirements
- Minimum of 3 years’ experience in similar role; service industry experience preferred
- Deep understanding of how organizations function, including company cultures, business practices, and budgeting processes.
- Skilled at interpreting financial data and reporting to identify trends, gaps, and opportunities for growth.
- Naturally driven to achieve results with a clear sense of purpose and urgency.
- Skilled at prioritizing high-impact tasks, eliminating distractions, and developing actionable plans to meet goals efficiently.
- Uses logical reasoning to solve complex challenges.
- Skilled in analyzing data to uncover insights and make informed decisions.
- Negotiates effectively, even under pressure, while maintaining fairness and gaining trust.
- Proficient in managing all aspects of project execution.
- Strong organizational skills with the ability to align people, processes, and resources to deliver efficient, high-quality outcomes.
- Strong communicator who can engage effectively with individuals at all levels, both internally and externally.
- Builds and maintains positive, productive relationships through trust, empathy, and professionalism.
- Clear and persuasive communicator across a range of formats and audiences — from one-on-one interactions to large group presentations.
- Leads conversations with confidence, inspires emotional engagement, and earns the trust of stakeholders.
- Able to convey complex ideas clearly and concisely in both formal and informal written communications.
- Skilled in organizing content to ensure clarity, impact, and alignment with audience needs.
- Committed to enhancing both people and processes.
- Passionate about delivering high-quality products and services that meet or exceed expectations of internal and external stakeholders.
- Demonstrates sound judgment and makes timely, well-considered decisions based on the situation at hand.
- Focused on outcomes that improve organizational performance and align with strategic goals.
- High school diploma or equivalent
Nice To Haves
- bachelor’s degree preferred
Responsibilities
- Schedule client work using Acumatica & Assignar (Company service and billing tools).
- Manage project creation and data entry for all renewal projects and services within Acumatica.
- Contact clients using phone and email for service scheduling and customer support.
- Generate Renewal proposals based on customer need.
- Book business with existing customers.
- Turn over new business opportunities to Business Development Managers for new business/locations.
- Manage $1 - $2M in revenue.
- Assure committed scheduled Revenue occurs.
- Maintain or exceed profitability of services performed.
- Advocate for customer needs as they align to Promera services.
- Collaborate with Regional Operation Managers to achieve seamless implementation of the enterprise value proposition at the service level.
- Track, report, and analyze personal sales activity and opportunities.
- Ensure customer success and positive experience for customers.
- Achieve assigned revenue quota in designated geographies.
- Meet assigned expectations for top-line Revenue and profitability.
- Maintain high satisfaction ratings that meet company standards.
- Complete required training and development objectives within the assigned time frame.
- Perform other duties as assigned.
Benefits
- Competitive pay, based on experience and location.
- Commissions
- Growth Sharing Incentive Plan eligible – our company-wide long-term incentive plan
- Paid on-the-job training, and continued learning, including certifications
- Paid Time Off
- Medical, Dental, Vision plans
- Life, Disability and other Voluntary coverage
- 401k + matching
- Employee Assistance Program
- Promotion opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
