Associate Customer Success Manager

Procare Solutions has been empowering early childhood educators for over 30 years by providing innovative management solutions. The Associate Customer Success Manager will manage a portfolio of customers to ensure they achieve maximum value from the company's products, focusing on driving product adoption and enhancing customer satisfaction.

Responsibilities

• Dynamic Account Management: Proactively engage with a diverse set of customers assigned to you based on their health status or specific needs. You will be the primary point of contact for these accounts until their health improves and they are successfully transitioned
• Value Realization: Create and execute tailored Customer Success Plans (CSPs) for each account. These plans will outline specific goals, milestones, and metrics for driving product adoption, increasing payment processing, and demonstrating ROI
• Performance & Health Monitoring: Regularly monitor account health and usage data to identify at-risk customers and opportunities for growth. Take proactive measures to mitigate risks and ensure customer satisfaction
• Quarterly Business Reviews (QBRs): Prepare and deliver impactful QBRs that highlight customer achievements, review key performance indicators (KPIs), and present new opportunities for maximizing value
• Collaboration & Strategy: Partner with the sales team to ensure a cohesive account strategy. Effectively pass on qualified upsell and cross-sell opportunities to your sales counterpart
• Product Expertise: Maintain a deep understanding of our product suite, new features, and best practices to serve as a trusted advisor to customers
• Internal Collaboration: Partner with other teams, including Sales, Support, and Product, to address customer requests and ensure a seamless customer journey
• Case & Inbound Request Management: Efficiently manage and resolve inbound customer inquiries and requests from other teams. You will act as a key resource for the company, addressing a variety of customer needs to ensure a smooth and positive experience
• Proactive Adoption & Value Realization: Actively work with customers to understand their business goals and pain points. Your focus will be on increasing product adoption and usage, especially for our payment processing solutions, to demonstrate the full value of Procare Solutions
• Continuous Improvement: Understand how Procare Solutions competes in the marketplace and consistently apply new best practices to help our customers. You will also build an awareness of market trends and competitor activities to better assist your customers

Skills

• Typically requires 1-5 years' of experience in a customer-facing role, preferably within the SaaS industry
• Proficient in the use of our solutions and able to provide recommendations to customers on optimal use of our products
• Capable of diagnosing customer issues, evaluating solutions, and making well-informed decisions for the benefit of both the customer and Procare Solutions
• Excellent communication and relationship-building skills with a customer-centric approach
• A proven ability to manage multiple priorities in a dynamic, fast-paced environment
• This position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periods
• Frequently required to communicate verbally and in writing (mostly email) with customers, prospects, and other employees
• Use of computer, telephone, and other office equipment for the greater part of the workday
• Occasional travel may be required for this position

Benefits

• Excellent comprehensive benefits packages including: medical, dental, & vision plans
• HSA option with employer contributions
• Vacation time, holidays, sick days, volunteer & personal days
• 401K Plan with employer match and immediate vesting
• Employee Stock Purchase Plan
• Employee Discount Program
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement and continued Professional Development
• Regular company provided meals

Company Overview