Phocas Software

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

Customer Success Consultant

Client Partner

• Identify, recruit, and negotiate with targeted distribution, manufacturing, and retail vertical partners to join Phocas' partner ecosystem.
• Identify opportunities to cultivate and grow relationships with existing partners.
• Develop and execute joint business plans to achieve strategic goals and drive partner engagement.
• Collaborate closely with the sales and marketing teams to align partner initiatives with core business strategies.
• Conduct regular sales enablement sessions for partners on Phocas products, solutions, and best practices to maximize partner capabilities.
• Manage the partner onboarding process, ensuring smooth integration and communication throughout.
• Monitor and report on partner performance metrics, making adjustments to strategies as necessary to ensure successful outcomes.
• Work directly with partners to develop profitable opportunities and drive sales of Phocas solutions.
• Participate in industry events and trade shows to promote partnership capabilities and showcase our solutions.
• Support partners in generating leads and developing go-to-market strategies to maximize their potential.

Partner Development Manager

Revenue Operations

• Deploy and maintain a 360° customer data view for CS and AM teams to improve relationship management and retention.
• Design, launch, and iterate Customer Experience (CX) playbooks using data-driven triggers and automation.
• Manage the Professional Services forecast motion to improve on-time delivery, accuracy, and cost visibility.
• Participate in the selection and deployment of new CX, PSA, and support platforms—ensuring the right systems are implemented for long-term scalability.
• Partner across GTM functions to establish visibility into core KPIs for performance management.
• Identify and act on insights that improve funnel conversion, velocity, and average selling price (ASP).

Revenue Operations Analyst

Support Engineer

• Deliver exceptional customer service using remote tools (TeamViewer, VPN, RDP, Teams)
• Triage and manage the support case queue via Jira, phone, and email
• Troubleshoot across OS, application, database, and ETL layers
• Diagnose root causes and either resolve or escalate appropriately
• Validate customer data extraction, staging, and integration processes
• Provide end-user guidance, training, and workaround solutions
• Maintain accurate case documentation and customer records in Jira and HubSpot
• Participate in major incident management and root cause analysis
• Contribute to knowledge base improvements and process enhancements
• Advocate for customers to ensure a seamless support experience

Customer Support Analyst

Account Manager

• 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.

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.