Phocas Software

Business Operations

• Keep our SaaS ecosystem running smoothly as we grow and evolve
• Ensure systems connect efficiently and data flows cleanly between them
• Work closely with stakeholders to help shape decisions, not just implement them
• Maintain a clear, prioritised view of what we’re changing and why, including where tools like AI might help
• Partner with the business to help teams determine requirements and work through options and tradeoffs before decisions are made
• Bring clarity to who owns what, without slowing things down
• Stay across integrations, dependencies, and data flows
• Work with vendors in a practical way, getting what we need without unnecessary complexity
• Help teams through change

Business Systems Manager

Account Manager

• Own the commercial relationship with existing customers.
• Spot growth opportunities and have conversations at the executive level.
• Convert adoption signals into commercial conversations with Customer Success.
• Work closely with cross-functional teams to deliver solutions.
• Drive revenue growth through upsell, cross-sell, and new products.
• Build deep executive relationships to strengthen customer retention.

Account Executive

• Own the full sales cycle from prospecting through close for new logo acquisition.
• Proactively manage and develop assigned territory by identifying high-potential accounts and executing targeted outreach.
• Deliver tailored product demos and value-based pitches aligned to buyer pain points and business outcomes.
• Lead commercial negotiations and finalize contracts for new clients.
• Maintain accurate pipeline forecasts and CRM hygiene.
• Collaborate with BDR and Marketing to convert qualified leads into opportunities.
• Partner with Customer Success to guide onboarding and ensure customers achieve measurable ROI.

Business Development Rep

• Create high-quality sales opportunities by engaging prospective customers.
• Proactively identify and engage prospects aligned to Phocas’ ideal customer profile.
• Conduct consultative discovery conversations to understand customer pain points.
• Qualify opportunities based on agreed quality and conversion standards.
• Partner with Sales, Marketing, and Partners on coordinated prospecting campaigns.
• Follow up quickly and professionally on inbound leads to maximize conversion.
• Maintain accurate CRM records and strong pipeline hygiene.

Business Development Representative

• Own and manage a portfolio of existing customer accounts, driving revenue growth through strategic expansion initiatives.
• Consistently meet and exceed monthly and annual expansion revenue targets.
• Identify and lead upsell, cross-sell, and license growth opportunities.
• Convert Customer Success Qualified Leads (CSQLs) into pipeline opportunities.
• Manage pricing discussions, contract negotiations, and amendments.
• Build and maintain strong relationships with senior customer stakeholders.
• Lead Executive Business Reviews (EBRs) to align Phocas solutions with customer business outcomes.
• Deliver accurate forecasts and pipeline reporting for leadership visibility.
• Collaborate closely with Customer Success to support adoption, risk identification, and renewal success.
• Deliver tailored product demos and value-based pitches aligned to buyer pain points.
• Stay informed on Phocas products, industry trends, and evolving customer needs.

Customer Success Manager

• Drive structured onboarding, training, and proactive engagement to accelerate adoption
• Develop and execute success plans aligned to customer business outcomes
• Own churn, downgrade, and credit risk within assigned portfolio
• Identify early risk signals and implement clear mitigation and recovery actions
• Partner with AMs to maintain accurate retention forecasting
• Lead meaningful customer reviews focused on value, ROI, and strategic alignment
• Coordinate cross-functional resources to resolve issues and remove barriers
• Maintain accurate CRM documentation, health scores, and engagement tracking
• Share product feedback and insights to improve processes and customer journey
• Operate with disciplined cadence and strong documentation standards

Business Systems Manager

Account Manager

Account Executive

Business Development Representative

Account Manager

Customer Success Consultant