Prokeep
wholesale distribution
EnterpriseCustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Enterprise Customer Success Manager at Prokeep. Skills: Enterprise Customer Success, Account Management, customer adoption, value realization, retention, expansion, relationship building. Serve as the primary point of contact and trusted advisor for a portfolio of enterprise-level accounts, understanding their unique business needs, objectives, and challenges.. Develop and execute strategic success plans outlining key objectives, milestones, and success metrics aligned with the customer’s goals ”
What You'll Achieve.
ensure that they are achieving their desired outcomes by using Prokeep.; customers achieve their desired outcomes and maximize the value of our platform.; deliver an exceptional experience that drives successful ROI outcomes.
Industry & Context.
analytical
Traveling to our headquarters office in New Orleans at least once a quarter is required., Additional travel to conferences and customer locations as needed.
What They're Looking For.
Must Have
2+ years of Enterprise Customer Success/Account Management experience working with Large Enterprise organizations in a SaaS, construction, distribution, or technology organization., Experience managing a book of business (BoB) with Large Enterprise organizations with locations throughout the country., Skilled in developing relationships with key decision-makers at each of your accounts., Demonstrated ability and desire to serve customers., Demonstrated ability to expand existing customer business., Have a knowledge of the customer journey (trial, onboarding, nurturing/adoption, retention, and expansion)., Experience with technology and the ability to learn new technologies ideally, familiarity with SaaS application requirements., Superior communication skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, especially the C-suite., Extremely well-organized and analytical with an ability to work well under pressure in a fast-paced environment., Can maintain a high level of activity, manage multiple competing priorities, and work effectively within a team in a results-oriented culture.
Nice to Have
Experience working directly within construction or wholesale distribution is a plus, Previous experience working in a remote environment is a plus
What You'll Do.
Serve as the primary point of contact and trusted advisor for a portfolio of enterprise-level accounts
understanding their unique business needs
Develop and execute strategic success plans outlining key objectives
and success metrics aligned with the customer’s goals and our product capabilities.
Proactively engage with your book of business to drive product adoption
and value realization
providing guidance on best practices
and optimization strategies.
Proactively monitor account health indicators
identify potential risks or areas of improvement
and take proactive measures to mitigate churn and maximize retention.
Forecast renewals for your accounts
for current and future quarters
providing visibility to management on ARR trends based on expected renewals/downgrades.
Conduct regular Business Reviews (QBRs) and check-in meetings with your accounts to review performance metrics
and identify opportunities for expansion and upselling.
Manage the relationships across a book of business (BOB) to ensure that they are achieving their desired outcomes by using Prokeep.
Represent the customer’s voice by gathering use cases
assessing the impact of product enhancements
and creating data-driven business cases.
Balance customer needs with company goals to align feature requests with strategic priorities.
Set clear expectations on feasibility and timelines to build trust and influence the product roadmap while driving customer success.
Collaborate cross-functionally with sales
and support teams to ensure seamless onboarding and ongoing support for enterprise accounts.
Serve as a subject matter expert on our product offerings
and competitive landscape
providing insights and recommendations to customers to help them achieve their business objectives.
Ability to present to customer/internal senior leadership on account health
How You'll Work.
Team & Collaboration
Collaborate cross-functionally with sales, product, and support teams to ensure seamless onboarding and ongoing support for enterprise accounts.; work effectively within a team in a results-oriented culture.
Communication Scope
Superior communication skills (presentation, written, and verbal); demonstrated ability to communicate/present effectively at all levels of the organization, especially the C-suite.
Full Job Description
About Us Prokeep is an Order Engine on a mission to empower distributors to win by turning every customer interaction into an order opportunity. Trusted by 8,000+ distributor locations and 40,000+ users, Prokeep makes it easy for over 3 million contractors, technicians, plumbers, electricians, mechanics, and other skilled professionals to order parts, troubleshoot issues, and generally, get what they need and get on with their day. Built for the $100+ billion distribution market, Prokeep eliminates missed opportunities caused by busy phone lines, scattered customer data, and passive sales habits. By centralizing communication and enabling proactive outreach, we help teams take more orders from any channel and get more orders by driving demand—fueling growth, stronger relationships, and greater impact across the supply chain. Having recently secured a $25M Series A investment, we’re poised for rapid growth and innovation. If you're passionate about tackling complex challenges in a collaborative, fast-paced environment while contributing to an often-overlooked yet vital sector of the economy, we’d love to have you on board. Let’s shape the future together—one order at a time! Prokeep Values Build Together. – Collaboration, camaraderie, and customer-focus are core to how we collectively work and win. Own It. – Persistence and personal growth drive the results - and the rewards! - that we can all enjoy. Be Humble. Be Human. – Respect and authenticity allow us to build meaningful and lasting relationships. Have Fun! – Positivity, perseverance, and a bit of laughter all allow us to make an impact while enjoying the rollercoaster! Position Overview Prokeep is in the middle of a significant transformation, from a communication platform to an Order Engine that powers the front-of-house for distributors. With our incredible growth over the past few years, we are looking to expand our Enterprise Customer Success team within our overall Customer Success organization. Reporting
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