Customer Success Manager (Remote)

Mission – Why We Exist, What We Do, and Why We Need You

Profisee exists to make data management easy, for the purpose of unlocking the power of trusted data. As a leader in Master Data Management, Profisee is how enterprises can finally solve the data quality issues that have been holding back so many strategic initiatives. With the industry’s only “make it easy, make it accurate, make it scale” approach to data management, Profisee helps companies get past the “brick wall” of data quality issues to accomplish their most strategic goals.

Reporting to our Vice President of Customer Success, the Customer Success Manager (Remote) will be responsible for helping existing customers maximize their usage of Profisee’s Master Data Management (MDM) Platform, resulting in customer retention, expanded deployments, and enthusiastic customers helping to promote Profisee.

Requirements

Your Performance Objectives – What You Will Accomplish

Objective #1: Within your first 3 months, you will gain technical and solution expertise to understand “the art of the possible” within the Profisee platform as well as segment customers within your territory:

• Thoroughly digest and memorize 10 existing customer case studies and sit in on six customer demonstrations.
• Work with the VP of Customer Success to segment your territory into Strategic, Develop and Sustain segments.
• Read and thoroughly digest Gartner market analyst reports and validate the knowledge with the VP of Customer Success.
• Leverage internal experts to get a detailed market understanding and competitive landscape perspective.
• Complete online technical training available via Profisee Academy™ courses.

Objective #2: Within your first six months, complete engagement with 100% of the Strategic accounts and 80% of the Develop accounts in your territory by:

• Mapping out key Profisee stakeholders within each install customer account and document in Salesforce.
• Sharing use cases and insights with customers to improve a customer’s understanding of how they could expand their utilization of Profisee.
• Establishing a cadence with customers based on segmentation.
• Understanding key customer initiatives and priorities that could benefit from the Profisee platform.
• Understanding and documenting the current utilization of Profisee within each customer.
• Building relationships with the Presales Team, our Value Consultant, our CTO, our VP of Customer Success, our VP of Strategy, and other team members to bring expertise and value to our install base.

Objective #3: Within your first six months, manage adoption for newly signed accounts by:

• Escalating risks or issues to appropriate teams and Profisee leadership.
• Track implementation status and health in Salesforce by taking detailed notes, sending follow-up summary notes and ensuring completion of open action items.
• Organizing and attending weekly status meetings between the customer, implementation provider, and other team members as needed.

Objective #4: By the end of the fiscal year, achieve improvement in customer Net Promoter Score (NPS) by:

• Developing relationships with existing and newly identified stakeholders in your customer accounts, leading to higher NPS response rates.
• Leveraging value consulting, Professional Services, Technical Support, R&D, and other teams to help customers maximize their utilization of Profisee, leading to higher NPS scores.

Objective #5: By the end of the fiscal year, achieve targets for renewals/retention, solution expansion, and reference program participation:

• Leverage your core sales skills to navigate each customer account, expanding reach to executive contacts and additional departments or divisions to surface expansion use cases.
• Achieve 100% of pro-rated quota in additional ARR through expansion sales and conversion of legacy customers to Profisee SaaS.
• Achieve 95% customer gross retention.
• Successfully get 5 customers to move to Profisee’s SaaS offering.
• Sell the value of Profisee Professional Services to drive successful deployments or expansions.

Competencies – What We Are Looking For

SaaS Customer Success/Account Management Skills: The ultimate measure of customer success is the expanded use of Profisee within your accounts. You will engage deeply with 40-50 accounts in your territory to drive adoption, expansion, and retention. You will serve as the quarterback for all customer needs from implementation/adoption to support case escalations to renewal management. You will need to be highly organized to manage multiple follow-up action items from each customer request or engagement, leveraging other team members and resources, as necessary.

Adoption Management: Successful adoption is defined as a live, in-production deployment that delivers business value. At any one time, several accounts will have active implementation work underway. Implementation work may be performed by Profisee’s own professional services, or by our third-party implementation partners. As a Profisee Customer Success Manager, you will be responsible for ensuring the implementation efforts result in successful adoption. To ensure implementation work progresses, you will attend weekly status meetings to identify and proactively manage risk or escalation, coordinating and leveraging resources from Professional Services, Global Support, R&D, and Leadership as needed.

SaaS conversion: Ideal candidates will have had experience converting legacy subscription or perpetual license customers to SaaS. Candidates will be able to articulate the value of SaaS vs. traditional on-premise or customer-hosted solutions and will be able to demonstrate a track record of successfully converting customers.

Understanding of IT/Data Ecosystem: This is a role for a proven sales or customer success professional with prior experience in data management or adjacent disciplines such as customer data platforms (CDP), data preparation tools, data profiling/data quality tools, BI, data warehousing, and analytics. Ideal candidates have a solid foundational understanding of the modern enterprise IT ecosystem and are familiar with the typical systems and applications commonly found in mid-size to large organizations. Candidates should understand at a high level how information flows across these systems in the context of real-world business processes.

Accountable: It bothers you when people don’t follow through on their commitments. You have no problem planning the work, working the plan, and proactively communicating your progress along the way. You can tell us about times when you have rolled up your sleeves, taken ownership of a body of work, and delivered the results despite the obstacles encountered along the way.

Kind, humble, and fun: You are the kind of person that values and enjoys working with peers and colleagues, who is always ready to lend a helping hand, and who instinctively goes the extra mile. We want you to be a person your peers enjoy collaborating with, spending time with, and investing in.

Benefits

Why We Think You Should Come Work With Us:

Growth On Your Terms: Through our company values, collaborative work environment, and your individual career plans you will grow here more than you would anywhere else.

Each Hire Is Critical: Our company is at a high-growth/high-inflection point but we grow steadily as each hire is critical to add top talent to our team and remain one of Atlanta's Top Places to Work.

We Invest In You: We offer our employees' healthcare coverage, employee share units, 401K options, flexible work schedules, and vacation time in our total rewards package to ensure you feel taken care of.

Engaged Leadership: Our Executive Leadership team drives an engaging and collaborative team experience to keep our people connected.

How We Work – Our Core Values

Growth Mindset: This is the core key value at Profisee which is that we can all learn and grow. There are no limits, and we accept mistakes as a part of growing and trying new things. This is one of the things that makes work, life, and our environment both fun and rewarding.

Constructive Candor: Everyone knows how each other feels when we leave a room. We enjoy diverse perspectives with the purpose of finding the best answer, not defending our own.

Helpful: We feel helping our teammates and winning together is more fulfilling than accomplishing something on our own. We want things for, not from, each other.

Get Stuff Done: We have the grit, creativity, and resilience to accomplish our goals no matter the obstacles. We deliver results, not reasons.

Fun is Where Fun is Made: We covet the journey as much as the destination. We strive to make each other laugh along the way.

Profisee | Now you can make it happen™

Equal Employment Opportunity

Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Profisee is an equal employment opportunity employer. Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact Jayson Cabrera at 678-551-6747, [email protected] or 3655 Brookside Parkway, Suite 175, Alpharetta, GA 30022 to discuss reasonable accommodation.