Perseus Group, Constellation Software

Customer Success Manager

• Client Relationship Management: Serve as the primary point of contact for operational contacts, maintaining and growing client relationship while ensuring ongoing excellent customer service. Build trusted advisor relationships with key operational leaders at client organizations. Build, personalize, & deliver personalized quarterly business reviews (QBRs), sharing peer benchmark data, ROI updates, and efficiency opportunities.
• Client Success and Retention: Strategically focus on ensuring the overall success and retention of Optimal Blue clients. Monitor and assessing the health of client relationships through data, leading indicators, and direct engagement. Drive the utilization of product features and capabilities to ensure clients achieve the highest ROI. Formulates and manages an action plan to identify and manage client goals, as well as any challenges, risks and growth opportunities within the client
• Renewals and Revenue Growth: Own forecasting and prioritization for client renewals within assigned accounts. Identify new business opportunities and collaborate with sales personnel for new Optimal Blue products or services.
• Team Collaboration and Leadership: Collaborate cross-functionally with internal teams (e.g., Sales, Marketing, Finance, Product, Services) to drive long-term healthy client relationships. Represent the voice of the customer in leadership meetings, providing insight from clients to help prioritize product enhancement and bug fix requests.
• Additional Responsibilities: Create referenceable customers through case studies, reference calls, and speaking engagements. Stay informed about new release changes, new products, and industry trends. Available for travel to customer on-sites, executive meetings, and conferences (approximately 15% of the time, including overnight stays). Perform other related duties as assigned.

Client Success Manager

Sales

• Lead all sales activity for Dealer Information Systems Corporation (DIS), a business management software provider to dealers in North America
• Train and manage sales team to match DIS solutions with customer needs
• Develop and execute growth sales strategies, tactics, and action plans to hit annual targets
• Collaborate with professional services, support, and product teams to ensure revenue and customer satisfaction goals
• Build and manage pipelines for new business and 'back to base' account growth
• Own DIS pricing scheme across products and services and align with leadership
• Build and maintain a high-performing, travel-ready sales culture that covers prospects and existing accounts via remote and onsite interactions

Director of Sales

Customer Support

• Provide customer support for dealership management system (including accounting) software products via phone and/or email.
• Respond to customer questions on usage and troubleshoot issues; demonstrate expert knowledge of software.
• Manage and triage multiple tasks while delivering excellent customer support.
• Take ownership of communications with customers; ensure follow-up.
• Assist with testing and troubleshooting of software and hardware problems; reproduce issues.
• Leverage bookkeeping/accounting knowledge and familiarity with QuickBooks/Peachtree or similar systems.
• Support Special projects and coordinate with the Support Manager.

Customer Support Representative

Human Resources

• Lead the Human Resources function for the Dealer Portfolio of Perseus Group.
• Manage day-to-day steps of the employee lifecycle, including onboarding, terminations and administrative tasks related to employees.
• Collaborate with other employees assigned to the Dealer Group and the Corporate Human Resources team.
• Serve as a trusted point of contact for designated employees of the Dealer Portfolio and preliminary point of contact for managers on employee relations issues, escalating to HR Director when appropriate.
• Proactively support HR processes and manage assigned HR projects, delivering results within deadlines.
• Generate official internal documents (offer letters, employment agreements, proprietary rights agreements, commission/incentive plans).
• Create onboarding plans and educate newly hired/acquired employees on HR policies, procedures and regulations.
• Support and partner with Corporate Payroll; review payroll reports and flag nuances as needed.
• Maintain HRIS (Workday) including employee personnel file auditing and completion; ensure timely completion of employee files.
• Aid in creation and participation of employee engagement plans; provide necessary training to employees and managers.
• Ensure compliance with policies, procedures and legislative requirements; participate in Corporate audits.
• Provide general HR support and assist with HR projects as assigned.
• Perform other duties as assigned.

Client Success Manager

Director of Sales

Customer Support Representative

HR Generalist / Talent Acquisition Manager