Customer Success Manager

About the Role

As the Customer Support Manager at Promera, a leading provider of critical environment management solutions, you will play a pivotal role in maintaining and expanding our client relationships. Your primary focus will be on ensuring the successful renewal of existing contracts and upselling additional products/services. You will establish yourself as a subject matter expert and reliable business partner to each client by understanding their facilities, needs, service history, and overall relationship with Promera.

Responsibilities

• Schedule client work using Acumatica & Assignar (Company service and billing tools)
• Manage project creation and data entry for all renewal projects and services within Acumatica
• Contact clients via phone and email for service scheduling and customer support
li>Generate renewal proposals based on customer needs
• Book business with existing customers
• Turn over new business opportunities to Business Development Managers for new business/locations
• Manage $1 - $2M in revenue and assure committed scheduled revenue occurs
• Maintain or exceed profitability of services performed
• Advocate for customer needs as they align with Promera services
• Collaborate with Regional Operation Managers to achieve seamless implementation of the enterprise value proposition at the service level
• Track, report, and analyze personal sales activity and opportunities
• Ensure customer success and positive experience for customers
• Achieve assigned revenue quota in designated geographies
• Meet assigned expectations for top-line revenue and profitability
• Maintain high satisfaction ratings that meet company standards
• Complete required training and development objectives within the assigned time frame
• Perform other duties as assigned

Qualifications

• Minimum of 3 years’ experience in a similar role; service industry experience preferred
• Deep understanding of how organizations function, including company cultures, business practices, and budgeting processes
• Skilled at interpreting financial data and reporting to identify trends, gaps, and opportunities for growth
• Naturally driven to achieve results with a clear sense of purpose and urgency
• Skilled at prioritizing high-impact tasks, eliminating distractions, and developing actionable plans to meet goals efficiently
• Uses logical reasoning to solve complex challenges
• Skilled in analyzing data to uncover insights and make informed decisions
• Negotiates effectively, even under pressure, while maintaining fairness and gaining trust
• Proficient in managing all aspects of project execution
• Strong organizational skills with the ability to align people, processes, and resources to deliver efficient, high-quality outcomes
• Strong communicator who can engage effectively with individuals at all levels, both internally and externally
• Builds and maintains positive, productive relationships through trust, empathy, and professionalism
• Clear and persuasive communicator across a range of formats and audiences
• Able to convey complex ideas clearly and concisely in both formal and informal written communications
• Committed to enhancing both people and processes
• Demonstrates sound judgment and makes timely, well-considered decisions
• High school diploma or equivalent; bachelor’s degree preferred

Benefits

• Competitive pay, based on experience and location
• Commissions
• Growth Sharing Incentive Plan eligible – company-wide long-term incentive plan
• Paid on-the-job training and continued learning, including certifications
• Paid Time Off
• Medical, Dental, Vision plans
• Life, Disability, and other Voluntary coverage
• 401k + matching
• Employee Assistance Program
• Promotion opportunities

We are an Equal Opportunity Employer and value diversity in our workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.