ProcessMaker is a SaaS-based workflow automation platform that empowers business users to rapidly design and deploy solutions to complex workflow problems.
The Enterprise Customer Success Manager partners with our customers to create a lasting relationship that results in renewals and revenue growth. The Enterprise CSM focuses on identifying and closing expansion and upsell opportunities within our current customer base.
The CSM works to understand a customer’s business, resulting in high usage and adoption rates and consistent expansion. This role works with C-suite contacts at our customers as well as internal stakeholders like Product and Engineering. The ProcessMaker CSM is an advocate for the customer, providing proactive consulting and advice, and has experience in a fast-paced, growth-oriented start-up environment. Experience in a SaaS environment is highly preferred.
Every second counts at ProcessMaker.
Responsibilities
- Identify, develop and close upsell/expansion opportunities
- Negotiate customer contracts
- Ensure on time renewals
- Own overall relationship with executive stakeholders and drive the continued value of our products through quality conversations and quarterly business reviews
- Work with customers to establish their critical goals and aid in achieving them
- Advocate for the customer cross-departmentally, working with Support, Product and Engineering
- Support customers with issue resolution (software issues, upgrades etc)
- Onboard new customers, as needed
Essential Functions
- Identify and act on expansion opportunities
- Have meaningful interactions with the customer
- Standardize interventions for each point in the journey
- Define segmentation of customer base and varying strategies
- Keep customers informed of process and procedural changes
- Set up communication cadence
- Detail all conversations and deliverables in Salesforce
- Synthesize and summarize meetings through deliverable notes
- Gather customer information and detect opportunities
- Customer onboarding
- Conduct product webinars and demos, as needed
- Collaborate with the engineering and development team to set up or configure our software platform as per the customer’s requirements and troubleshoot technical issues
Minimal Qualifications
- 3+ years in a Customer Success, Relationship Management, Account Management, or similar role
- Experience working for a growing SaaS software organization
- Experience working with large enterprise customers, including Fortune 100 companies
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals. These relationships range from C-suite to technical analysts
- Strong presentation skills
- English communication is a MUST
Preferred Qualifications
- Experience in Salesforce or other CRM tool
- Proficient in Google Docs Suite, especially Spreadsheets/Slides, or Microsoft Office Suite
- A technical background with BPM experience
- Experience with cloud-based solution offerings
- Strong analytical skills, with the ability to translate data into insights