Profisee · 8 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid LevelProfisee is a company focused on Master Data Management solutions, and they are seeking a Customer Success Manager to help existing customers maximize their usage of their platform. The role involves managing enterprise software accounts, ensuring customer retention, and facilitating platform adoption to deliver business value.
Big DataData IntegrationData ManagementEnterprise SoftwareIT ManagementSaaSSoftware
Responsibilities
You will engage with day-1 customers as the facilitator to ensure that project planning, kick-off, requirements documentation, implementation, and go-live remain on track
You will ensure that the existing customers are optimally utilizing the Profisee platform to realize maximum benefit from the customer’s partnership with Profisee
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
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
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
As the Profsiee customer success manager you are not expected to know every answer or be able to carry out every action item independently
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
Building upon adoption, you will identify additional use cases for the Profisee platform that result in platform expansion
You will leverage documented customer results and case studies to actively promote additional Profisee use cases among your accounts
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
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 customer demonstrations
Fully understand Profisee’s customer segmentation model (strategic, develop, sustain) and the corresponding expected activities by motion (new customer, upcoming renewal, steady state) for each segment, and how it applies to each account in your territory
Invest time with your CSM peers, your VP of customer success, and other internal teams to research and understand the segment, current motion, and implementation/adoption status of each existing account in your territory
Develop your prioritized existing account engagement plan based upon customer segment
Activate your account engagement plan and engage with 100% of strategic accounts, 90% of develop accounts, and 50% of sustain accounts
Begin managing adoption for net-new accounts
Establish a cadence with existing customers based on segmentation
Understand and document the current utilization of Profisee within each existing customer
For day-1 new customers, become the facilitator to ensure implementation and adoption are progressing according to plan, timeline, and budget
Escalate risks, delays or issues to your leadership team
Map out key Profisee stakeholders within each customer account and document in Salesforce
Understanding key customer initiatives and priorities that could benefit from the Profisee platform
Sharing use cases and insights with customers to improve a customer’s understanding of how they could expand their utilization of Profisee
Build relationships with the Presales Team, our Value Consultant, our CTO, our VP of Customer Success, our VP of Strategy, and other team members to bring expertise and value to our install
Qualification
Required
Experience managing enterprise software accounts
Ability to work across teams and functions
Strong understanding of customer journey stages
Experience with SaaS, subscription, and perpetual license models
Experience with various deployment models including SaaS, Platform-as-a-Service, IaaS, and on-premise
Ability to facilitate project planning and implementation
Experience in customer retention and renewals
Ability to manage escalations and develop mitigation plans
Strong understanding of data management goals
Ability to create customer satisfaction and promote value realization
Experience in identifying additional use cases for platform expansion
Ability to understand core business operations across industries
Experience in leveraging thought leaders and executives to align with customer goals
Ability to develop and execute account engagement plans
Experience in documenting customer utilization and insights
Strong relationship-building skills with internal teams and stakeholders
Preferred
Preference for candidates in Pacific Time Zone
Company
Profisee
Profisee provides modern, a cloud-native master data management (MDM) platform that helps organizations leverage the power of trusted data.
Founded in 2007Alpharetta, Georgia, USA
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2021-09-02Private Equity
2021-09-02Acquired
2017-04-25Private Equity
Leadership Team
Len Finkle
Chief Executive Officer
Recent News
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