Protera
Information Technology and Services
ClientSuccessManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Client Success Manager at Protera. Skills: Client Success Management, Customer Journey Management, Technical Account Management. Manage client journey. Oversee client journey”
What You'll Achieve.
Achieve client satisfaction; Deliver value to client; Demonstrate client ROI; Ensure client retention; Achieve product goals; Surpass product goals; Achieve client relationship goals; Surpass client relationship goals; Drive renewals; Drive expansion; Drive advocacy
Industry & Context.
Analyze client data; Analyze client performance
Occasional travel
What They're Looking For.
Must Have
Client journey management, Client relationship building, Cross-functional team leadership, Protera offerings knowledge, Client success criteria definition, Client contract understanding, IT service environment knowledge, Service operations knowledge, ITIL practices knowledge, Billing process oversight, Client invoicing oversight, Client team management, Client timeline management, Client communication management, Client analytics monitoring, Client KPI monitoring, Client churn risk identification, Client data analysis, Client performance analysis, Client opportunity identification, Client success best practices, Client relationship growth goals, Business strategy interpretation, Technical product learning, Client health metrics tracking, Global team work, Business acumen, IT Industry knowledge, Fast-paced environment work, Ownership bias for action, Roll up sleeves willingness
Nice to Have
Sales experience, Service experience, Consultancy experience, Large scale IT services experience, Public Cloud experience, M365 experience, VMWare experience, MSP offerings experience, ITIL Foundations certification, ITIL equivalent certification
What You'll Do.
Manage client journey
Oversee client journey
Manage end-to-end client relationship
Build client relationships
Understand client needs
Drive client satisfaction
Work cross-functionally
Ensure service meets client needs
Deliver value to client
Maintain functional knowledge
Maintain technical knowledge
Act as trusted advisor
Act as thought leader
Act as subject matter expert
Champion client experience
Deliver high-quality client experience
Generate documentation
Ensure successful solutions delivery
Partner with internal teams
Define client success criteria
Achieve client success criteria
Demonstrate client ROI
Ensure client retention
Interpret client business strategy
Understand opportunities for Protera solutions
Discuss contracts with client
Position contract as value exchange
Practice IT service environment knowledge
Practice service operations knowledge
Practice ITIL practices
Exercise billing process oversight
Exercise client invoicing oversight
Keep internal teams on task
Keep client teams on task
Manage communications
Monitor key analytics
Identify client churn risks
Provide feedback to teams
Provide product enhancements
Take on special projects
Drive clients to further success
Analyze client performance
Find new opportunities
Implement creative solutions
Identify best engagement practices
Achieve product goals
Surpass product goals
Achieve client relationship goals
Surpass client relationship goals
Manage book of business
How You'll Work.
Team & Collaboration
Cross-functional teams; Sales teams; Product management teams; Technology teams; Internal Protera teams; Client teams; Global team
Communication Scope
Verbal communication; Written communication
Process & Methodology
Project implementation, Timeline management, Communication management
Full Job Description
**About Protera** Welcome to Protera Technologies, where we’re reimagining how SAP-centric organizations work in the cloud. Since 1998, we’ve been pioneers in bringing SAP and related applications to the cloud—think Microsoft Azure and AWS. Our global crew, spanning the US with offices in Chicago (HQ), Athens, Greece, Barcelona, Spain and Mumbai, India, is on a mission to make IT smoother, faster, and more fun for our clients. But here’s the thing: we’re not your typical “serious tech company.” While we’re obsessed with delivering top-notch IT solutions, we’re all about keeping it real, approachable, and enjoyable. We work hard, but we also play hard—whether we’re collaborating on cloud optimizations, enhancing security, or just hanging out as a team. At Protera, we believe in empowering SAP-centric organizations with the best tools and tech to drive growth, and we love what we do. Our values? Simple: stay curious, stay authentic, and make meaningful connections. We celebrate wins big and small, whether it's a successful project or a fun team event. If you’re looking for a place where tech and fun collide, come join us and see what makes Protera a great place to work. _**Please note:**__ A cover letter is required for consideration for this position and should either be attached as the first page of your resume or included as part of your candidate profile. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position._ We are looking for an experienced **Client Success Manager (CSM)**. At Protera, the CSM is a strategic and supportive partner for our clients at every stage in the customer journey. The ideal candidate will be responsible for activities including project implementations, adoption, support, advocacy and retention. Your role will be broad and dynamic, charged with managing Protera's most technical clients onboarding, implementations, and overall success. This position is r
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