Enterprise Customer Success Manager

Make every second count!

Full Time
Durham, NC, US
English
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We are ProcessMaker, a leader in low-code business process management (BPM) and workflow automation software headquartered in Durham, North Carolina. ProcessMaker makes it easy for business analysts to collaborate with IT to automate complex business processes connecting people and existing company systems. Whether it’s opening a bank account, enrolling in college, or submitting a time off request—hundreds of commercial customers, including many Fortune 100 companies, rely on ProcessMaker to execute thousands of tasks every day.

We are seeking an entrepreneurial and creative Customer Success Manager with a passion for implementing new technology at enterprise scale customers. The Enterprise Customer Success Manager has an incredible opportunity to further accelerate the growth at ProcessMaker by building mutually beneficial relationships with some of our largest and most influential customers. In this role you will enable highly sophisticated customers to realize the full potential of their subscriptions through product adoption and collaboration on future opportunities.

Core Responsibilities

  • Prescriptively guide customers through all phases of product adoption and ensure success criteria are met
  • Effectively and efficiently leverage partners in professional services, training and support
  • Proactively build strategic relationships throughout the client organization and identify new opportunities where the ProcessMaker solution will add value
  • Selflessly invest in your peers by sharing your thought leadership, insights, experiences and feedback with the CS team and other internal partners
  • Consistently deliver on economic and customer centric performance measures
  • Collaboratively develop collateral (communications, presentations, analysis) that is reusable by others to continuously improve our standard of care
  • Attentively monitor customer health and manage potential risks before they manifest

Qualifications

  • 10+ years total work experience in change management, technology implementation, process design and/or project management roles
  • 5+ years working with Fortune 1000 customers in a customer success, professional services or consulting role
  • Prior experience working with B2B SaaS solutions in a customer facing role
  • Successful track record of owning a financial target and book of business
  • Comfortable working cross functionally and coordinating solutions with individuals outside of your reporting team
  • Experience building strategic relationships within a customer environment and uncovering opportunities for expansion
  • Highly proficient computer skills including CRM, ticketing systems, Microsoft and Google product suites

Fit

  • Motivated by helping others succeed
  • Excellent listener and communicator
  • Positive and poised in all situations
  • Well balanced between diligent & organized – creative & entrepreneurial
  • Proactive
  • A quick learner with a passion for technology
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