Job DescriptionCustomer Success Manager - Job Profile
Location: Denver, CO
Job OverviewThe Customer Success Manager is responsible for engaging with clients to ensure they optimize their use of ProScore's suite of AI-powered products, driving ongoing success and compliance. This role involves supporting the Director of Customer Success in, facilitating client onboarding and providing ongoing support through both virtual and in-person interactions. Additionally, the Customer Success Manager will manage custom client projects, ensuring they are completed efficiently and successfully.
Key ResponsibilitiesCustomer Expertise- Become a subject matter expert in ProScore's AI-powered compliance solutions, understanding all capabilities and potential customizations.
- Maintain in-depth knowledge of industry-specific terminology and best practices to effectively communicate with clients.
- Develop a strong understanding of compliance matters relevant to ProScore's industry, especially related to the IRA and other regulatory frameworks.
- Serve as a trusted advisor between clients and the product team, documenting client feedback, product improvements, and pain points.
Client Engagement- Guide new clients through the initial stages of using the product or service, including setup, training, and initial support.
- Engage with clients and their employees at all levels, from onsite personnel to C-suite executives, to build strong relationships.
- Conduct virtual training sessions and system reviews for clients.
- Collaborate closely with Product, Sales, and Support teams to meet client needs.
- Manage client projects, ensuring successful completion and seamless implementation of ProScore's AI-powered compliance tools.
Client Optimization- Help clients identify and develop internal ProScore Subject Matter Experts (SMEs) or champions to foster deeper product understanding and engagement.
- Maintain continuous, engaging communication with clients, providing timely guidance and assistance on how to leverage ProScore's AI-powered tools.
- Assist the Director of Customer Success in identifying and improving departmental efficiencies through better tools and processes.
Additional Responsibilities- Oversee day-to-day administrative duties, including managing timesheets, invoice preparation, billing accuracy, and resolving billing issues.
- Prepare various reports, such as headcount or performance data, by pulling data from internal systems.
- Act as the main point of contact for client communications, troubleshooting, and issue resolution, including managing functional email boxes.
- Communicate regularly with project owners and ProScore Workforce Development Coordinators to ensure smooth operations.
Qualifications and Competencies- Customer-Facing Experience: Proven experience in customer success or similar roles, with strong client relationship-building skills.
- Self-Starter: Forward-thinking, proactive, and a problem solver.
- Effective Communication: Excellent verbal and written communication skills, comfortable with public speaking and conducting training sessions.
- Multitasking: Ability to stay organized and manage multiple projects and clients simultaneously.
- Industry Knowledge: Prior experience in SaaS, RegTech, or FinTech industries is preferred.
- Bachelor's Degree: Preferred, but not required.
- Technical Proficiency: Familiarity with office software and browser configurations, with the ability to troubleshoot common client issues.
- Strong Interpersonal Skills: Ability to hold technical conversations with clients at all levels, from on-site personnel to senior executives.
- Public Speaking: Experience in conducting virtual and in-person presentations or training is a plus.
Why Join ProScore?- Innovative AI-Powered Environment: Work on cutting-edge AI-powered compliance solutions that are transforming workforce compliance and automation in various industries.
- Career Growth: Be part of a collaborative team that offers opportunities for career advancement and professional development.
- Impactful Work: Help clients successfully navigate complex compliance challenges, especially under the IRA and related regulations, and drive long-term customer retention.
- Collaborative Culture: Join a team of professionals committed to building high-quality software solutions and strong client relationships.
