Customer Success Manager

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About Us:

Priority Software is a leading provider of scalable, agile, and open cloud-based business management solutions (including the award-winning cloud ERP, Retail Management System and Property Management System) for various industries and organizations of all sizes, from global enterprises to small and growing businesses. Recognized by top industry experts and analysts, such as Gartner and IDC, for its product innovation, Priority provides real-time access to business data and insights from any desktop or mobile device, enabling organizations to increase operational efficiency, improve the customer experience, identify new opportunities, and outpace the competition. With offices in the US, UK, Belgium, and Israel and a global network of business partners, Priority empowers 75,000 customers in 40 countries with smart and intuitive business management platforms that drive accelerated organizational growth.

Customer Success Manager:

We are looking for a highly qualified and experienced individual to join our recently established Customer Success group and to oversee our Strategic Customers segment.

As a Customer Success Manager, you will be responsible for deepening and enhancing Priority’s relationships with our key customers to ensure their high engagement, satisfaction, and business growth.

You will provide strategic guidance and support and will collaborate with various internal teams to drive customer satisfaction, retention, and upsell opportunities.

Responsibilities:

• Develop a deep understanding of the client's business goals, objectives, and challenges.
• Act as the primary point of contact for key clients and maintain strong relationships with stakeholders at all levels.
• Identify opportunities for strategic alignment between the clients' needs and our products/services.
• Advocate for clients internally, ensuring their voice is heard and their needs are addressed within the organization by facilitating their relationships with different departments such as Product, R&D, Professional Services, and Support.
• Collaborate with Product and Development teams to communicate client feedback and contribute to product roadmap decisions.
• Contribute to the development of customer success strategies and best practices within the organization.
• Monitor customers’ health scores, SLA, and satisfaction levels to identify customers at risk and improve their experience.
• Identify growth opportunities within the customer base and strive to realize these opportunities.
• Promote customer reference plans and identify brand ambassadors to share the company’s benefits and values.

Qualifications for Customer Success Manager

• Proven experience with Priority Software Solutions or relevant experience with ERP systems
• 2-4 years of experience in a Customer Success position in a B2B software company working with medium-sized organizations.
• Excellent communication and interpersonal skills with an aptitude for building strong customer relationships.
• Strong verbal and written English communication skills
• Skilled problem-solving abilities and approach
• Motivated by performance based KPIs
• Previous experience working in a similar role that was assessed by performance-based KPIs
• Strong negotiation skills
• Ability to analyze complex customer data, produce business insights and turn them into an actionable work-plan.
• Proven ability to maintain relationships with a diverse customer account-base while improving customer satisfaction and business results.
• Highly organized and able to multi-task.
• Confident, highly energized, self-motivated and a true team player.
• Possess the desire and ability to learn new technologies.
• Knowledge of the ERP space, specifically in Priority – great advantage.