LATAM Customer Success Manager

About Prometheus Group

Prometheus Group is a team of self-starters centered on being resourceful, accountable, and results focused. Career progress is based on merit and not years of service or attaining certifications. Our drive and dedication to creating great products for our global customers are at the heart of all we do! In joining Prometheus, you will become a part of the largest global provider of comprehensive enterprise asset management (EAM) software solutions that support the management life cycle for equipment maintenance and operations.

Job Overview :

Prometheus Group’s Customer Success Department is looking for a Customer Success Manager to join our growing team. In this role you will be responsible for understanding our customer base, increasing customer engagement and retention. You will connect with our customer base daily to identify key stakeholders and establish a collaborative relationship between our organization and our customers’. We’re looking for individuals who share our passion for understanding our customers’ needs, anticipating gaps, and elaborating engagement strategies to provide solutions. In this position you will work across departments with our Sales, Support, Development, Marketing, Finance, and Deliveries teams alike to nurture our customer base and stimulate the growth of our Prometheus Platform with each customer.

Responsibilities :

Forge relationships with new customers and understand their objectives

From a consultative approach, develop an engagement strategy and plan for achieving customer objectives in any part of the customer journey to ensure churn prevention

Represent the voice of the customer to provide input into every core product, marketing, and sales process

Monitor customer usage, adoption, and customer health metrics

Continually work with customers per prescribed engagement model to support ongoing successful adoption of the Prometheus Platform and to drive additional value throughout the lifetime of the subscription term

Perform periodic business reviews with customers (virtual and on-site) to confirm satisfaction, resolve technical issues, and continually drive successful product adoption

Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers

Leverage new and existing tools, processes and best practices to ensure customers are realizing the greatest possible value from the Prometheus Platform

Be proactive when conducting discovery with customers on opportunities and handle any objections to ensure predictability of successfully closing those opportunities

Generate and manage your assigned account pipeline via weekly and daily forecasts as well as reviewing with your direct manager

Measured on engagement volume

Maintain impeccable administration of your accounts in the Company's CRM

Minimum Qualifications :

Bachelor’s degree or equivalent work experience and education preferred

Fluency in Spanish and Portuguese

Experience with MS Office (Word and Excel)

Experience with Salesforce or other CRM preferred

Familiarity with standard concepts, practices and procedures with software implementation and rollout

Ambitious self-starter with high energy, passion, drive, and motivation

Excellent verbal and written communications

Excellent time management and organization skills

Superior customer service skills

Strong collaborative and teamwork skills

Ability to work with minimal supervision

Ability to build rapport with customers via phone, email and video conferencing

What’ll make you stand out?!

ERP system experience (Oracle, SAP)

Experience in the software industry

Functional understanding of plant maintenance workflow, including both routine and shut down / turnaround maintenance.

Prior Customer Success Management is a plus

Prometheus Group is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.