Customer Success Professional

2 days ago


Melbourne, Victoria, Australia Promapp Full time

About Promapp:

We're a global leader in process excellence, empowering organizations to achieve their goals through efficient and effective business processes.

Our customers, from industry giants like Amazon, Coca-Cola, and Microsoft, rely on our expertise to drive digital transformation journeys by streamlining, automating, and optimizing their business processes quickly and efficiently.

We foster a workplace that supports amazing people in doing their very best work every day. Collaboration is constant, our workplace is fun, the environment is fast-paced, and we value our people's curiosity, ideas, and enthusiasm.

Job Description

The Customer Success Manager plays a vital role in adoption, usage, and account growth for existing medium spend (ARR) customers at Promapp. This position is responsible for reactive intervention with a number of customers based on specific outcomes of customer usage and overall patterns of product consumption.

The goal is to help assigned customers get the most out of their Promapp investments by driving scaled plays for adoption, usage, and account growth.

This role also serves as a liaison between customer success, support, product, and sales teams and requires the ability to manage multiple engagements simultaneously.

  • Coordinate with Promapp Account Managers on opportunities for upsell or cross-sell based on overall product usage within the account.
  • Work with customers directly to surface opportunities for training and knowledge base expansion for customers who have flat adoption levels.
  • Help deliver macro-CS plays to drive large-scale knowledge base transfer and increases in retention.
  • Partner with the Sales team on customer feedback of interest and driving usage and adoption.
  • Monitor customer service for support issues raised, overcome technical roadblocks, and escalate at-risk accounts as necessary.

Responsibilities

  • Evangelism and Enablement: Lead evangelism as a trusted advisor from Promapp to the customer. Be the voice from the field and gain intelligence on what our customers and partners are doing with our products to improve their businesses.
  • Product feedback and feature gaps delivered on behalf of customer to R&D. Collaborate with Engineering to define requirements or use cases for new features or enhancements to address customer feedback.
  • Reactive engagement using directional leading indicators to identify opportunities for AM expansion or risk mitigation.

Requirements

  • 3+ years in customer success or sales role, business process improvement, or automation experience.
  • Ability to drive adoption and retention, with interest in use cases and influence in expansion.
  • Experience with detailed account planning/success plans preferred.
  • Experience/familiarity with Promapp platform or individual products, or other automation and business process products a plus.
  • Bachelor's degree in computer science, business, or related discipline a plus.


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