Customer Success Manager, SMB

New Orleans, LA, United States

About Us

Prokeep is a software company that has developed the first and only communications and commerce platform built exclusively for the $100+ billion wholesale distribution market (i.e. plumbing, electrical, HVAC, etc.). We have assembled a team of employees, customers, and world-class investors to truly revolutionize how commerce is done in wholesale distribution. We envision a world where distributors use our tools to build deeper relationships, provide better service, and transact more easily with customers. We are post-product, post-revenue, and growing fast in the US and Canada.

Prokeep Values

Build Together . – Collaboration, camaraderie, and customer focus are core to how we collectively work and win.

Own It. – Persistence and personal growth drive the results - and the rewards! - that we can all enjoy.

Be Humble. Be Human. – Respect and authenticity allow us to build meaningful and lasting relationships.

Have Fun! – Positivity, perseverance, and a bit of laughter all allow us to make an impact while enjoying the rollercoaster!

Position Overview

Prokeep is on a quest to break down the barriers of communication in wholesale distribution using pioneering technology. With our incredible growth over the past few years, we are looking to hire a Customer Success Manager to add to our existing Customer Success team.

Reporting to the Manager of Customer Success (SMB), you will be the driving force behind our customer onboarding, adoption, and retention efforts. To help us achieve our goals, we are looking for a new team member who loves customer-facing tasks, collaborative work, and a fast-paced environment.

At Prokeep, we believe that Customer Success is all about understanding your customer's desired outcomes and working with them to ensure they experience the most value possible along the way. As a Customer Success Manager, you are the face of the distributor's journey with our platform. The goal is to not only retain your customers but to ensure that they have an exceptional experience with our platform that drives a positive ROI within their business.

We are looking for expert multi-taskers who can manage a high volume of customer relationships with quality. The ideal candidate prioritizes effectively and constantly seeks new ways to meet and exceed customer expectations. Throughout the customer’s journey, Customer Success Managers will focus on optimizing customer engagement and satisfaction through effective onboarding and adoption of our features.

Your Mission

Customer Success Managers are the face of Prokeep after the initial sale. They play a critical role, building relationships with customers, facilitating customer onboarding and ongoing training, and working to become trusted advisors to their customers. They are responsible for ensuring a high-quality onboarding experience and adoption of our platform’s features to ensure strong retention of our customers.

As a Customer Success Manager (SMB), you will have extreme ownership of the customers entrusted to your care to retain them as customers, maximizing their experience and satisfaction. Additionally, you will be responsible for identifying Customer Success Qualified Leads (CSQLs) and coordinating with Account Managers to optimize potential upsell opportunities.

Engage and nurture key contacts from day one to build a relationship with that customer

Ensure account renewal by achieving wide and deep feature adoption, enabling customers to achieve value-oriented business outcomes

Identify opportunities for revenue growth, coordinating with Account Managers so that they can pursue upsell/cross sell/expansion opportunities

Proactively monitor account health, contacting customers who are unresponsive or are not fully realizing the potential of our products

Conduct Business Reviews with key account stakeholders

Manage hundreds of relationships within a book of business (BoB) to ensure that they are achieving their desired outcomes by using Prokeep

Obtain referrals to share with the Sales team

Capture success stories from key customer contacts and relay them to Marketing to use as case studies or testimonials

Act as the voice of the customer, sharing valuable product feedback to our product team

Train and mentor new Customer Success Managers

Strategize and collaborate with cross-departmental peers, such as Sales, Marketing, and Product

Continuously self-educate about Prokeep’s products and solutions and the distributor landscape

Assist company leadership with presentations, client meetings, and conferences as needed

Travel to conferences as needed

Qualifications

2+ years of experience in a Customer Success, Account Management, or Onboarding role with an emphasis on product adoption

Experience managing a book of business (BOB) of 100+ accounts

Skilled at developing relationships with the key decision-makers and influencers at each of your accounts

Demonstrated ability and desire to serve customers

Have a strong knowledge of the customer journey (trial, onboarding, adoption, nurturing, retention, and expansion)

Strong team player as well as a proactive individual contributor

Experience with technology and ability to learn new technologies quickly; ideally familiar with SaaS applications

Superior communication skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including the C-suite

Extremely well-organized and analytical with an ability to work well under pressure in a fast-paced, rapidly evolving environment

Knowledge of the construction and distribution industry is a plus

Working Relationship & Compensation

This is a full-time salaried position and may be performed remotely anywhere within the United States except the State of California. Prokeep offers generous health, vision, and dental benefits, life insurance, unlimited PTO, and equity in our fast-growing company.

Competitive Compensation - $65K base / $78K OTE

Equity Package

Health, Dental, Vision, Short & Long Term Disability, Life and AD&D, Employee Assistance Program (EAP), 401(k)

Yearly Education Stipend

Unlimited PTO

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