Client Success Manager

Welcome to Protera Technologies, where we are reimagining how SAP-centric organizations operate in the cloud. Since 1998, we've pioneered bringing SAP and related applications to cloud platforms like Microsoft Azure and AWS. Our global team, with offices in Chicago (HQ), Athens (Greece), Barcelona (Spain), and Mumbai (India), is dedicated to making IT smoother, faster, and more enjoyable for our clients. We foster a culture that is approachable, fun, and driven by a passion for delivering top-notch IT solutions.

Our values are simple: stay curious, stay authentic, and make meaningful connections. We celebrate wins, big and small, and believe in empowering SAP-centric organizations with the best tools and technology to drive growth.

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.

About the Role:

Protera is seeking an experienced Client Success Manager (CSM) to serve as a strategic and supportive partner to our clients throughout their journey. This broad and dynamic role encompasses project implementations, adoption, support, advocacy, and retention. You will manage the onboarding, implementations, and overall success of Protera's most technical clients.

This position is remote but may require occasional travel to Protera offices and client locations.

Typical Responsibilities:

• Manage the client journey from initial engagement through onboarding, training, build/migration, launch, and operations.
• Serve as the primary point of contact, building strong relationships to understand client needs and drive key outcomes and satisfaction.
• Lead cross-functionally with Sales, Product Management, and Technology teams to ensure client needs are met and value is delivered.
• Maintain up-to-date functional and technical knowledge of Protera's offerings and services, including core functionality, features, pricing, and client benefits.
• Act as a trusted advisor, thought leader, and subject matter expert on Protera's products and services.
• Champion world-class client service, delivering high-quality experiences at every touchpoint.
• Generate documentation to ensure the successful delivery of solutions to client problems and opportunities.
• Partner with internal Protera teams to define and achieve client success criteria, demonstrate ROI, and ensure client retention.
• Interpret client business strategies and identify opportunities for Protera solutions/services.
• Understand contracts and contract management, governing to the contract and positioning value exchange.
• Apply strong knowledge of IT service environments, service operations, and ITIL practices.
• Oversee Protera's billing processes and client invoicing related to contracted services.
• Keep internal and client teams on task, proactively managing timelines and communications.
• Proactively monitor key analytics and KPIs to identify client churn risks.
• Analyze client data and provide feedback/product enhancements to internal teams.
• Take on special projects as needed.
• Proactively identify opportunities for clients to achieve further success through performance analysis and creative solutions.
• Identify and implement best engagement practices to achieve and surpass product and client relationship/growth goals.
• Manage a growing book of business, driving adoption and outcomes leading to renewals, expansion, and advocacy.

Who You Are and What You Bring:

• A unique blend of technical and customer-facing skills, effective with both business and technical stakeholders.
• Excellent interpersonal skills with the ability to build strong stakeholder relationships up to C-suite level.
• Forward-thinking and knowledgeable on current and emerging technologies, with a willingness to learn and evolve processes.
• A strong sense of curiosity, agility, and the ability to apply knowledge in new situations.
• Self-motivated, organized, and entrepreneurial, with the ability to prioritize competing initiatives.
• Ability to quickly learn technical products and track client health metrics.
• Enthusiastic, motivated, and able to work effectively as part of a global team.
• Strong business acumen and broad knowledge of the IT industry.
• Confident working in a fast-paced environment with a willingness to make quick decisions.
• Strong sense of ownership with a bias for action.
• Demonstrated knowledge of IT service environments, service operations, and ITIL practices.

Desired Candidate Profile:

• Demonstrable experience in a client-facing role (Sales, Service, or Consultancy) in a large-scale IT services environment.
• Demonstrated passion for working with clients and technology.
• Aptitude for technical products and experience with Public Cloud, M365, VMWare, and other MSP offerings.
• Strong verbal and written communication skills. Experience analyzing, designing, and implementing business applications and systems.
• Experience creating and maintaining tools for project task tracking (cost, schedule, risk/issues).
• Certification and working knowledge of ITIL practices (Foundations or equivalent).
• Willingness to travel.

Ready to Make the Move?

Click “Apply Now” and tell us why you’re the one. Visit www.protera.com or connect with our team on LinkedIn. Protera is an equal opportunity employer and celebrates diversity.