ProcessUnity

Customer Success Manager

• Develop and maintain long-term relationships with stakeholders in your account portfolio.
• Work with your account teams to plan and execute long term plans to facilitate retention and growth via product and new business unit expansion.
• Support initial onboarding of accounts with customers, ensuring strong adoption/ROI and ongoing engagement throughout the customers' lifetime.
• Serve as product, company, and industry ambassador while educating prospects and customers on the ProcessUnity capabilities.
• Work cross-functionally with Product, Sales, Marketing, Professional Services, Customer Support, and other teams to resolve customer business issues and work towards their stated goals.
• Manage customer feedback and product needs by providing feature requests to internal partner teams.
• Conduct timely quarterly, bi-annual and annual Business Reviews to ensure customers optimize our product, issues are resolved proactively, and customer goals are met.
• Evaluate and mitigate risk for each customer and proactively address any concerns to avoid lost business and ultimately drive retention.
• Identify and prioritize product updates that reflect customer requests, industry and competitor trends and report to key stakeholders.
• Provide insight and relay the voice of the customer with internal teams, including Sales, Services, Marketing, Product, Customer Support, Operations, Finance and Engineering.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Drive renewal and revenue growth through increased product adoption and increased usage.

Senior Customer Success Manager