Client Success Manager

🕒 vor 4 Tagen

🇺🇸 Vereinigte Staaten – Remote

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

🏆 Customer Success

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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Protera

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

Gegründet 2000

🏢 Unternehmen

☁️ SaaS

💰 €10.000.000 Series A im 2021-07

Cloud Services • Enterprise • SaaS

Protera ist ein weltweit zertifizierter Cloud-Migrations- und Enterprise Managed Service Provider für SAP, Microsoft Azure, Amazon Web Services (AWS) und Google Cloud Platform (GCP). Das Unternehmen ist auf die Modernisierung, Optimierung und Sicherung von Unternehmens-Workloads in der Cloud spezialisiert und bietet eine Reihe von Dienstleistungen, darunter Cloud-Modernisierung, Managed Cloud Security, Disaster Recovery, Datenintelligenz und SAP-Migration. Protera ist seit 1998 ein Pionier im Bereich der Enterprise-Cloud-Dienste, bekannt für seine tiefgehende technische Expertise in SAP-Systemen und die Fähigkeit, Kosten zu senken und gleichzeitig die Leistung und Sicherheit für seine Kunden zu verbessern.

Beschreibung

• Manage and oversee the client journey including end-to-end client relationship from initial engagement to onboarding, training, build/migration, launch and operations. • Serve as the main point of contact and build strong relationships with clients to understand their needs and drive towards key outcomes and client satisfaction. • Be a leader and work cross-functionally with Sales, Product Management and Technology teams to ensure day-to-day service is effectively meeting client needs and that value is being delivered to the client. • Maintain current functional and technical knowledge of Protera's offerings and services, including the core functionality and features, linkage within Protera's service portfolio, pricing structures, client benefits. • Act as a trusted advisor, thought leader, and subject matter expert to clients about the full suite of our clients' products and services. • Champion world-class client service; deliver high-quality client experience at every contact point. • Generate documentation to ensure the delivery of successful solutions to client problems and opportunities. • Partner with internal Protera teams to define and achieve clients' success criteria, demonstrate ROI and ensure client retention. • Ability to interpret a client’s business strategy / plans and understand opportunities for Protera solutions/services. • Understand contracts and contract management with the ability to govern to the contract, to discuss with the client and understand how to position as a value exchange. • Practice strong knowledge and understanding of IT service environment, service operations and ITIL practices. • Exercise oversight of Protera's billing processes and client invoicing linked to contracted services. • Be an expert in keeping internal and client teams on task, proactively managing timelines and communications. • Proactively monitor key analytics and KPIs that speak to the overall health of the client landscape identify client churn risks. • Analyze client data and provide feedback / product enhancements to different teams within the organization. • Take on special projects as needed. • Proactively find ways to drive clients to further success through analyzing client performance, finding new opportunities and other creative solutions. • Help identify and implement best engagement practices to achieve and surpass product and new client relationship and growth goals. • Manage a growing book of business and drive adoption and outcomes leading to renewals, expansion and advocacy across your portfolio.

🎯 Anforderungen

• You have a unique blend of technical and customer-facing skills and are effective at communicating with both business and technical stakeholders. • You demonstrate excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to C-suite level. • You are forward-thinking and knowledgeable on current and emerging technology, willing to learn new technologies, look for efficiencies, evolve process and track process collaboratively. • You maintain a good sense of curiosity with genuine desire to learn and think with agility and applying them in new and unfamiliar situations. • You are self-motivated, organized and entrepreneurial; able to prioritize competing initiatives. • You have the ability to learn a technical product quickly and track client health metrics. • You are enthusiastic, motivated, and able to work as part of a global team. • You possess strong business acumen and broader knowledge the IT Industry. • You are confident working in a fast-paced environment with a willingness to make quick decisions based on continuous prioritization and evolving client needs. • You have a strong sense of ownership with a bias for action and willingness to roll up your sleeves. • You demonstrate strong knowledge and understanding of IT service environment, service operations and ITIL practices. • Demonstrable experience in a client-facing role in one or more of Sales, Service or Consultancy disciplines in a large scale IT services environment. • Demonstrated passion for working with clients and technology. • An aptitude for technical products and experience with Public Cloud, M365, VMWare and other MSP offerings. • Strong verbal and written communication skills. Experience working with customers, users and project leads in analyzing, designing, implementing/migrating business applications and systems. • Experience in creating, applying, and maintaining tools to track project tasks, including cost, schedule, and risk / issues data. • Certification and working knowledge of ITIL practices (Foundations or equivalent) • Willing to travel