About the position
The 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.
Responsibilities
• 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.
• 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.
• 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.
• 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.
Requirements
• Proven experience in customer success or similar roles, with strong client relationship-building skills.
• Forward-thinking, proactive, and a problem solver.
• Excellent verbal and written communication skills, comfortable with public speaking and conducting training sessions.
• Ability to stay organized and manage multiple projects and clients simultaneously.
• Familiarity with office software and browser configurations, with the ability to troubleshoot common client issues.
• Ability to hold technical conversations with clients at all levels, from on-site personnel to senior executives.
Nice-to-haves
• Prior experience in SaaS, RegTech, or FinTech industries is preferred.
• Bachelor’s Degree: Preferred, but not required.
• Experience in conducting virtual and in-person presentations or training is a plus.
Benefits
• 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.