Job Information
Profisee Group, Inc. Customer Success Manager (Remote US) - 369457484 in Alpharetta, Georgia
Mission - Why We Exist, What We Do, and Why We Need You
Profisee exists to empower the possibilities of the data-enabled future. In a world where data drives decisions, opportunity, and innovation, the importance of trusted data simply cannot be overstated. Profisee is a growing Microsoft top-tier partner focused on data management solutions in general and, more specifically, in the area of Master Data Management.
Reporting to our Vice President of Customer Success, the Customer Success Manager (Remote) will be responsible for helping existing customers maximize their usage of Profisee's Master Data Management (MDM) Platform, resulting in customer retention, expanded deployments, and enthusiastic customers helping to promote Profisee.
In coordination with various value-added resellers (VARs), you will manage approximately 50-60 enterprise software accounts that span different customer segments (strategic, develop, sustain), that are in different points in their customer journey are using Profisee under different license models (SaaS, subscription and perpetual) and deployment models (SaaS, Platform-as-a-Service within the customer's cloud tenant, IaaS within the customer's cloud tenant, and on-premise). Your a ccounts will span multiple industries.
Only candidates based in the United States will be considered for employment.
Your Performance Objectives - What You Will Accomplish
Objective #1: Platform Adoption:
You will work across Profisee teams, functions, and our VAR partners to ensure that both new and existing customers are leveraging Profisee to deliver tangible business value: increased revenue, decreased cost, or decreased risk. New customers: You will engage with day-1 customers as the advocate to ensure that project planning, kick-off, requirements documentation, implementation, and go-live remain on track. Although not responsible for the delivery of those actions, you will ensure that the cross-functional teams who are responsible are tracking, and alert leadership to potential risks or delays. Existing customers: Prioritized by customer segment, you will ensure existing customers are optimally utilizing the Profisee platform to realize maximum benefit from the customer's partnership with Profisee. As needed, you will leverage support, professional services, partners and other leadership to ensure that Profisee is and will continue to deliver value as customers navigate their data journey.
Objective #2: Retention and Renewals:
By ensuring customers are realizing tangible results through platform adoption, each quarter you will exceed 95% gross retention of annual recurring revenue that is up for renewal. Manage business critical escalations: In software, challenges to occur. When new or existing customers experience major challenges with their deployment, you will serve as the quarterback to bring in the right resources to assess the situation, develop mitigation plans, and then ensure those plans are executed to resolve the customer issues. Proactively identify and mitigate risk: By thoroughly understanding the implementation/adoption status and solution significance within your assigned accounts, you will leverage cross-functional teams to help struggling customers realize their data management goals.
Objective #3: Customer Satisfaction:
Your cross-functional coordination of Profisee, partner, and customer resources to ensure value realization will create enthusiastic customers who will readily promote Profisee to colleagues and peers. Become the trusted advisor to guide the customer to achieving business outcomes that matter to their organization. As the Profisee customer success manager you are not expected to know every answer or be able to carry out every action item independently. You are expected to leverage your peers, cross functional teams, and Profisee VARs to meet customer expectations along their customer journey. Enable key stakeholders and exec tive sponsors within our customers to become "Data Heros" within their own organization: By being the reliable go-to to align cross-functional teams both within Profisee and within your accounts, you will enable your customers to unleash the power of their own data. The key stakeholders and executive sponsors that you support will be able to advance their company's objectives, and in so doing, become "Data Heros" within their organization.
Objective #4: Expansion
Building upon adoption, you will identify additional use cases for the Profisee platform that result in platform expansion or conversion to SaaS. Understand use cases and value drivers across industries: Armed with a fundamental understanding of core business operations across several industries, you will leverage documented customer results and case studies to actively promote additional Profisee use cases among your accounts. Leverage Profisee thought leaders and executives to align to customers' strategic goals: You will recognize high-potential or high-risk accounts and engage cross-functional resources to develop an engagement plan to leverage those cross-functional resources in order gain access to customer executives and to align Profisee with customer strategic goals.
Your Performance Goals - What You Will Accomplish After You Start
In 30 Days: Understand the solutions and value Profisee delivers, understand Profisee's account segmentation and corresponding engagement motions, and your accounts.
Thoroughly digest and familiarize yourself with 10 existing customer case studies and sit in on six...
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity