Senior Client Success Manager

About Protera

Protera Technologies (www.protera.com) is an SAP Certified Global IT Services Provider for SAP-centric organizations. Protera was founded in 1998 and is the SAP-on-the-cloud pioneer.  Today, we run thousands of instances of SAP and related IT applications on the Microsoft Azure and Amazon Web Services clouds. Protera is headquartered in Chicago, IL and has shared services offices in Athens, Greece and Mumbai, India.

Protera is looking for an experienced Client Success Manager (CSM). At Protera, the CSM is a strategic and supportive partner for our clients at every stage in the customer journey. The ideal candidate will be responsible for activities including project implementations, adoption, support, advocacy and retention. Your role will be broad and dynamic, charged with managing Protera's most technical clients onboarding, implementations and overall success.

This position is remote, but may require occasional travel to Protera offices and Client locations.

About the role

• Manage and oversee the client journey including end-to-end client relationship from initial engagement to onboarding, training, build/migration, launch and operations.
• Serve as the main point of contact and build strong relationships with clients to understand their needs and drive towards key outcomes and client satisfaction.
• Be a leader and work cross-functionally with Sales, Product Management and Technology teams to ensure day-to-day service is effectively meeting client needs and that value is being delivered to the client.
• Maintain current functional and technical knowledge of Protera's offerings and services, including the core functionality and features, linkage within Protera's service portfolio, pricing structures, client benefits.
• Act as a trusted advisor, thought leader, and subject matter expert to clients about the full suite of our clients' products and services.
• Champion world-class client service; deliver high-quality client experience at every contact point.
• Generate documentation to ensure the delivery of successful solutions to client problems and opportunities.
• Partner with internal Protera teams to define and achieve clients' success criteria, demonstrate ROI and ensure client retention.
• Ability to interpret a client’s business strategy / plans and understand opportunities for Protera solutions/services.
• Understand contracts and contract management with the ability to govern to the contract, to discuss with the client and understand how to position as a value exchange.
• Practice strong knowledge and understanding of IT service environment, service operations and ITIL practices.
• Exercise oversight of Protera's billing processes and client invoicing linked to contracted services.
• Be an expert in keeping internal and client teams on task, proactively managing timelines and communications.
• Proactively monitor key analytics and KPIs that speak to the overall health of the client landscape identify client churn risks.
• Analyze client data and provide feedback / product enhancements to different teams within the organization.
• Take on special projects as needed.
• Proactively find ways to drive clients to further success through analyzing client performance, finding new opportunities and other creative solutions.
• Help identify and implement best engagement practices to achieve and surpass product and new client relationship and growth goals.
• Manage a growing book of business and drive adoption and outcomes leading to renewals, expansion and advocacy across your portfolio.

Requirements

• You have a unique blend of technical and customer-facing skills and are effective at communicating with both business and technical stakeholders.
• You demonstrate excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to C-suite level.
• You are forward-thinking and knowledgeable on current and emerging technology, willing to learn new technologies, look for efficiencies, evolve process and track process collaboratively.
• You maintain a good sense of curiosity with genuine desire to learn and think with agility and applying them in new and unfamiliar situations.
• You are self-motivated, organized and entrepreneurial; able to prioritize competing initiatives.
• You have the ability to learn a technical product quickly and track client health metrics.
• You are enthusiastic, motivated, and able to work as part of a global team.
• You possess strong business acumen and broad