Customer Success Manager

| Greater NYC Area
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About Prove 

Prove is the modern platform for continuous identity authentication and is used by over 1,000 enterprises and 500 financial institutions including 7 of the top 10 U.S. banks. Prove’s cloud solutions and mobile intelligence -driven APIs can be easily orchestrated to increase Approve Rates to over 90%, enabling companies to authenticate customer identities accurately, effortlessly, and privately, while mitigating fraud. Prove’s solutions are available in 195 countries. For the latest updates from Prove, follow us on LinkedIn

As we continue to scale our company, we are looking for people who know how to make an impact. We’re talking self-starting professionals who thrive in a fast-paced environment, process information quickly and make intelligent decisions. The work is challenging and requires not only smarts, but natural curiosity and tenacity. Teamwork is also important to us – we work together and play together.

Prove has big plans; we’re excited and optimistic about the future. If this sounds like a career for you – come check us out.

Position Summary

The Customer Success Manager will be the client’s main point of contact post-sale to ensure we exceed their business needs and expectations. This role will focus on delivering the highest client satisfaction to our top tier accounts, protecting and growing the revenue, relationship building and commanding a deep knowledge of the client’s organization. 

The Customer Success Manager will be the primary owner of communication with their assigned clients via regular engagement to ensure we deliver upon the expected business value. The successful candidate will understand any customer concerns and facilitate resolution using both client and Payfone resources efficiently, including managing the escalation of support inquiries as needed.

The Customer Success Manager must be a relationship management expert who is able to maintain a deep knowledge of the client’s business objectives, industry and how Payfone delivers value. They will also keep the client updated about solution enhancements, new Payfone offerings. Through their relationship with the client, the Customer Success Manager will be able to identify opportunities to expand the relationship via their existing use-cases and identify cross-sell opportunities for Sales’ pursuit.

What You Are Accountable For

  • Establish reputation as trusted partner 
  • Capture, track, manage and report on customer “Pass Rate” as customer-facing success KPI
  • Own Customer Revenue forecasting and reporting and identify opportunities for boosting revenue as a result of customer satisfaction
  • Achieve revenue goals through live client volume management and client contract renewals 
  • Conduct quarterly business reviews, presenting the status of the Payfone relationship, active project(s) and the value achieved
  • Identify client business requirements, define use cases, and understand data sources to match compelling customer pain points with product capabilities
  • Act as the client’s internal advocate at Payfone 
  • Support the Implementation Manager during the customer onboarding process
  • Partner with internal project teams to define current and projected work flows that translate business requirements to specifications
  • Effectively manage assigned projects which may include data vendor partnerships, compliance/regulatory administration, internal project documentation, documenting client technical specifications for engineers and ongoing maintenance
  • Identify, pursue and deliver account expansion within live use cases
  • Train clients in the use of our solutions
  • Exceptional communication with mid to executive level internal and external customers
  • Promote, maintain and enhance our cultural values of humility, passion, inclusion and leadership
  • Assist in achieving our corporate objectives on brand NPS, customer pass-rates and NPS, platform resilience, data privacy and platform and data security
  • Keep the company informed on market intelligence regarding the identity verification and authentication markets
  • Strong passion for learning our products and markets through in-house and external training

What We Require

  • 3 to 5 years of experience in a customer facing role such as account management or sales in a high-growth tech startup going from $50m to $200m in ARR.
  • Excellent Project Management skills
  • Aptitude and passion for technology, KPIs, data, business cases
  • Excellent written and verbal communication and presentation skills
  • Ambition and desire to grow and expand your career
  • Track record of building and maintaining successful client relationships
  • Bachelor’s Degree
  • Travel: 30 % 

Sponsorship is not available for this position.

This position description should not be considered the final description of the position. It should be assumed that we would, to some extent, structure responsibilities in accordance with the successful candidate’s capabilities and changing business conditions.

 

Prove is an equal opportunity employer committed to providing equal employment opportunity for all people regardless of race, color, religion, gender or sexual orientation, age, marital status, national origin, citizenship status, disability, veteran status or other personal characteristics.

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Technology we use

  • Engineering
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • AsteriskLanguages
    • LuigiLanguages
    • ReactLibraries
    • SpringFrameworks
    • AsteriskFrameworks
    • MySQLDatabases
    • Dynamo DBDatabases
    • SalesforceCRM

Location

Our teams are currently working remotely at the moment for both our Denver and New York locations.

An Insider's view of Prove

What are some social events your company does?

Being on the operational side of an organization that puts employees first is amazing. We have a very collaborative culture which allows for team off-sites, cross functional and team building events globally. My mission is to make our Provers lives easier and more fun, that is what "the Prove Culture" means to me.

Luis

Operations Manager

What's the biggest problem your team is solving?

One larger problem my team and I have been working on is closing the gap in communications with Legal and Revenue. We’re doing this by launching a new contract repository that can integrate with Salesforce and track contracts in negotiation. I anticipate that this will make it easier to stay on the same page, viewing updates in one succinct spot.

Wendy

Paralegal

What are some things you learned at the company?

I've learned how to ask for help, take risks, and lead with confidence. Prove's culture has given me the space to be creative and able to chart my own path.

Ken

Product Marketing Manager

How do you empower your team to be more creative?

I conduct weekly one-on-ones with everyone on my team. I always ask about how we can be more effective as a team/organization. I want them to feel that they have a voice and input in how we can be efficient.

Michele

Vice President of Sales

What’s the vibe like in the office?

While I primarily work remotely, I always feel welcomed and a part of the team as soon as I step into the office. The space is sunny and bright, the atmosphere is relaxed, and colleagues are collaborative. I know if I've made the trip, I'm in for a productive (and fun!) day. The well-stocked kitchen and occasional catered lunch don't hurt either!

Danielle

Customer Success Manager

What are Prove Perks + Benefits

Prove Benefits Overview

Prove is proud to be an organization that keeps people safe and secure not only digitally with our solutions, but also internally with how we support and care for our employees. We offer a wide range of compensation & benefits programs that support Provers and their loved ones.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Open office floor plan
Quarterly engagement surveys
Hybrid work model
In-person revenue kickoff
President's club
Diversity
Highly diverse management team
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Prove employees can contribute up to $2700 annually to their FSA.
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Discount through Fetch
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Prove provides employees with a 401(k) matching plan managed by Principal.
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Dependent Care FSA
Generous parental leave
Family medical leave
Fertility benefits
Through insurance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Grubhub credit when in office
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Fitness stipend
Through Gympass or Wellbeing Reimbursement
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Virtual coaching services

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