Customer Success Manager (Remote)

Customer Success Manager

This is a remote position. ProScore Technologies LLC is a leading provider of AI-powered workforce compliance solutions. Our platform helps organizations navigate the complexities of regulatory compliance, particularly those related to the Inflation Reduction Act (IRA) and other critical frameworks. By streamlining compliance processes, automating workflows, and delivering real-time insights, ProScore empowers businesses across industries to stay compliant while optimizing operations. Our AI-driven platform enables companies to integrate compliance seamlessly into their existing systems, ensuring end-to-end solutions for employers looking to manage and enhance their workforce compliance.

Job Overview: The Customer Success Manager is responsible for engaging with clients to ensure they optimize their use of ProScore's suite of AI-powered products, driving ongoing success and compliance. This role involves supporting the Director of Customer Success in, facilitating client onboarding and providing ongoing support through both virtual and in-person interactions. Additionally, the Customer Success Manager will manage custom client projects, ensuring they are completed efficiently and successfully.

Key Responsibilities:

• Customer Expertise: Become a subject matter expert in ProScore's AI-powered compliance solutions, understanding all capabilities and potential customizations.
• Maintain in-depth knowledge of industry-specific terminology and best practices to effectively communicate with clients.
• Develop a strong understanding of compliance matters relevant to ProScore's industry, especially related to the IRA and other regulatory frameworks.
• Serve as a trusted advisor between clients and the product team, documenting client feedback, product improvements, and pain points.
• Client Engagement: Guide new clients through the initial stages of using the product or service, including setup, training, and initial support.
• Engage with clients and their employees at all levels, from onsite personnel to C-suite executives, to build strong relationships.
• Conduct virtual training sessions and system reviews for clients.
• Collaborate closely with Product, Sales, and Support teams to meet client needs.
• Manage client projects, ensuring successful completion and seamless implementation of ProScore's AI-powered compliance tools.
• Client Optimization: Help clients identify and develop internal ProScore Subject Matter Experts (SMEs) or champions to foster deeper product understanding and engagement.
• Maintain continuous, engaging communication with clients, providing timely guidance and assistance on how to leverage ProScore's AI-powered tools.
• Assist the Director of Customer Success in identifying and improving departmental efficiencies through better tools and processes.
• Additional Responsibilities: Oversee day-to-day administrative duties, including managing timesheets, invoice preparation, billing accuracy, and resolving billing issues.
• Prepare various reports, such as headcount or performance data, by pulling data from internal systems.
• Act as the main point of contact for client communications, troubleshooting, and issue resolution, including managing functional email boxes.
• Communicate regularly with project owners and ProScore Workforce Development Coordinators to ensure smooth operations.

Qualifications and Competencies:

• Customer-Facing Experience: Proven experience in customer success or similar roles, with strong client relationship-building skills.
• Self-Starter: Forward-thinking, proactive, and a problem solver.
• Effective Communication: Excellent verbal and written communication skills, comfortable with public speaking and conducting training sessions.
• Multitasking: Ability to stay organized and manage multiple projects and clients simultaneously.
• Industry Knowledge: Prior experience in SaaS, RegTech, or FinTech industries is preferred.
• Bachelor's Degree: Preferred, but not required.
• Technical Proficiency: Familiarity with office software and browser configurations, with the ability to troubleshoot common client issues.
• Strong Interpersonal Skills: Ability to hold technical conversations with clients at all levels, from on-site personnel to senior executives.
• Public Speaking: Experience in conducting virtual and in-person presentations or training is a plus.

Why Join ProScore? Innovative AI-Powered Environment: Work on cutting-edge AI-powered compliance solutions that are transforming workforce compliance and automation in various industries. Career Growth: Be part of a collaborative team that offers opportunities for career advancement and professional development. Impactful Work: Help clients successfully navigate complex compliance challenges, especially under the IRA and related regulations, and drive long-term customer retention. Collaborative Culture: Join a team of professionals committed to building high-quality software solutions and strong client relationships.