COMPANY OVERVIEW
Pro-Vigil, Inc. is a dynamic company that provides Surveillance Solutions. We are dedicated to building strong, lasting relationships with our customers and helping them achieve their business objectives through our solutions.
POSITION SUMMARY
The Sr. Manager of Customer Success will champion Pro-Vigil’s Customer Experience via leading the organization’s Customer Success Management (account management) team.The Sr. Manager of Customer Success will be responsible for overseeing and driving customer experience initiatives to maximize customer satisfaction, retention, and expansion. Leadership will be instrumental in developing and executing strategies that strengthen customer relationships, increase adoption, and drive customer loyalty.
By leading Pro-Vigil’s Customer Success (account management) team, you will ensure our customers receive exceptional support, guidance, and value throughout their journey with us.The Sr. Manager of Customer Success is responsible for maintaining customer relationships and ensuring a quality experience via proactive customer communication, coordination with remote and onsite (field) support personnel, the Customer Success organization and other Operational & Support functions. In addition, this role will work closely with Pro-Vigil’s Business and Engineering teams to improve long term solution delivery and the optimization of the company’s support processes. This role is at Pro-Vigil’s Headquarters located in San Antonio.
ESSENTIAL FUNCTIONS
Reasonable Accommodation Statement
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodation may be made to help enable qualified individuals with disabilities to perform the essential functions.
Essential Functions Statement(s)
Leadership:
- Lead, mentor, and motivate the Customer Success Management (account management) team, fostering a culture of excellence and customer-centricity.
- Provide guidance and support to customer success managers and instill processes and workflows that aid in managing customer accounts and achieving their objectives.
- Identify opportunities to enhance the customer experience, increase customer satisfaction, and drive long term customer loyalty
Customer Engagement and Relationship Management:
- Build and maintain strong relationships with key customers, acting as a point of contact for escalations.
- Regularly engage with customers to understand their business needs, challenges, and goals, and provide tailored solutions and recommendations.
- Work with the customer success teams to develop action plans to improve the health of at-risk accounts.
Customer Onboarding and Adoption:
- Collaborate with cross-functional teams (e.g., Sales, Product, Support) to ensure smooth customer onboarding and successful product adoption.
- Implement best practices for customer onboarding to drive early value realization and customer success.
Upselling and Renewals:
- Partner with the Sales team to identify expansion opportunities within existing customer accounts and drive upselling initiatives.
- Ensure timely and successful customer renewals, promoting long-term customer relationships.
Customer Feedback and Product Improvement:
- Gather and analyze customer feedback to relay insights to the Product team for continuous improvement of our offerings.
- Advocate for customer needs and feature enhancements that align with customer expectations.
Company specific:
- Work with Senior Management to create and execute strategies set to accomplish departmental Key Business Objectives.
- Report on operational SLAs, KBOs and work status as needed to upper management.
- Structure, mentor and motivate the Customer Success Management team ensuring process adherence while maximizing team output.
- Ensure compliance with all company policies and procedures when performing job duties.
- Document lessons learned, best practices and new procedures for company-wide distribution.
- Partner with company’s offshore entity to enhance scalability of the customer success function and process workflows.
POSITION QUALIFICATIONS
Competency Statement(s)
- Relationship Building – Ability to effectively build relationships with customers and co-workers. Ability to tactfully approach others, react well under pressure, treat others with respect and consideration.
- Leadership & Management – Ability to structure, lead and guide teams while instilling a performance driven culture.
- Customer Oriented – Ability to take care of the customers’ needs while following company procedures.
- Communication – Ability to communicate effectively with others using the spoken word. Ability to write clearly and informatively. Present numerical data effectively. Ability to read and interpret written information.
- Problem Solving – Identify and resolve problems promptly. Gather and analyze information and develop alternative solutions.
- Execution – Strong bias to action with the ability to get projects across the finish line and deliver results for both the company and its customers.
- Ethics – Treat employees and customers with respect. Work with integrity and uphold organizational values.
- Accountability – Ability to accept responsibility and account for one’s actions and own the outcome.
- Decision Making – Ability to make critical decisions while following company procedures.
- Change Management – Display original thinking and creativity. Develop innovative approaches and ideas and generate suggestions for improving work.
- Business Acumen – Ability to grasp and understand business concepts and issues.
SKILLS & ABILITIES
Education:
Bachelors/Masters degree in Business, Marketing, or a related field. MBA is a plus.
Experience:
5+ years of experience in customer success, account management, or related roles, with at least 2+ years in a leadership position.
Other Requirements:
- Proven track record of driving customer success and satisfaction.
- Strong leadership, communication and interpersonal skills.
- Analytical mindset with the ability to leverage data to drive customer success strategies.
- Familiarity with customer success tools and technology (e.g., CRM, customer success platforms).
- Passion for delivering exceptional customer experiences and fostering customer loyalty.
PHYSICAL DEMANDS DEFINITION
N (Not Applicable)
Activity is not applicable to this position.
O (Occasionally)
Position requires this activity up to 33% of the time (0 - 2.5+ hrs/day)
F (Frequently)
Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)
C (Constantly)
Position requires this activity more than 66% of the time (5.5+ hrs/day)
