Customer Success Outreach Manager
Job Description
We’re looking for a Customer Success Outreach Manager to join Procore’s Customer Success team. In this role, you’ll work with clients and increase engagement with our emerging book of business. This role is a balance of independent and collaborative work, sharing responsibility for post-implementation success & long-term adoption of Procore’s platform.
This position reports to our Manager of Customer Success and can be based remotely in the US. We’re looking for someone to join us immediately.
What you’ll do:
- Conduct proactive outreach to Procore’s Emerging book of business (8000+ clients) to cultivate positive relationships.
- Schedule implementation consultation calls as well as business reviews for the Emerging Customer Success team members
- Increase the number of business reviews and implementation calls scheduled each month
- Drive engagement with Procore’s most at-risk emerging accounts
- Manage and update account records across multiple platforms.
- Act as POC for backend set up and maintenance of scheduling database
- Maintain a high call volume while utilizing team best practices, techniques, and standards
- Identify areas of improvement within the Emerging Customer Success Team and develop strategies to implement those improvements
- Run reports and analyze customer data to better understand and manage Emerging accounts
- Continuously refine our strategy to drive show rates
- Improve automation and streamline operating procedures to help scale the Emerging Customer Success team
- Act as the Emerging team’s operational and technical advisors on strategic company initiatives.
- Perform quality assurance on administrative workflows and project deployments.
- Help design, document, and maintain system processes
Skill Set
- Bachelor’s degree or equivalent experience
- 2+ years working in a technology or startup environment (including internships)
- Confidence in working with clients and/or prospects with responsibilities focused on customer experience and relationship building
- Background in managing customer data within Salesforce, or a similar CRM platform
- Experience in managing high call volume is a plus
- Strong multitasking skills with the ability to self-manage workload while providing extraordinary customer experiences
- Team player who also works well independently and is detail-oriented and open-minded
