THE POSITION

A Prophix Customer Success Manager is a dynamic individual who has a strong CPM background and is looking to transition into a fast paced, customer-oriented role. The position will report to the Director, Customer Success within the Customer Success Team and will work extensively with various internal and external clients.

The successful candidate will have strong inter-personal skills, be mature and confident when dealing with high level customer executives. We are looking for an individual who will proactively seek solutions for our customers’ various issues. As there is a large interface with our customers, the position requires an individual who is comfortable and confident when working on-site or remotely with our customers. The ideal candidate will have proven project management and organizational skills.

To submit your application please text “Apply” to 647-697-6527 or simply chat with us now in the chatbot at right

Responsibilities

The core responsibilities for this position are to act as primary point of contact and coach for our customers:
  • Provide superior service and support to ensure customers are successful and renew; and,
  • Troubleshoot issues, escalate where needed, and follow-up promptly to ensure customer expectations are exceeded,
  • Ensure customers are generating their intended business outcomes,
  • Manage the renewals process; proactively look at churn and contact customers at risk prior to renewal time and track information regarding any cancellations,
  • Identify opportunities to cross-sell and upsell clients on additional products,
  • Establish and manage new programs relating to improving the Customer Experience,
  • Work with other Prophix Departments to share information gathered from Customers
Advocate for PROPHIX within the customer organization:
  • Coach customers on the best practices of using Prophix, and the use and benefit of our products and services,
  • Inspire clients to think strategically about how our platform can support their business needs,
  • Collect customer stories about successes using our software.
Successful applicants will receive tremendous experience in: PROPHIX, project management, customer management and the consulting processes.

What You Will Bring to Prophix

To shine in this role, you will bring a rare combination of experience, technology skills, personal qualities, and education. Your Experience The successful candidate will not only have a passion for customer success, an eagerness to learn and take on new responsibilities and ideally have:
  • 3+ years PROPHIX experience (or CPM industry experience),
  • Accounting experience is a definite asset.
Your Qualities
  • Must possess strong business and entrepreneurial skills,
  • Ability to provide professional client communications, both proactively and in challenging situations,
  • Experience in customer management is an asset,
  • Excellent business consulting skills, primarily in the ability to determine business pain points and the capacity to align appropriate solution recommendations,
  • Ability to think strategically and align client business pain points to solution options,
  • Strong in-person and remote presentation skills,
  • Effective time management and organizational skills that allows candidate to effectively manage multiple customers concurrently,
  • Strong Excel skills, including the ability to create complex formulas,
  • Must be comfortable working in a project environment interacting with senior level executives including CFOs, VPs and other line finance staff.
Your Education
  • An Accounting/Finance degree/Computer Science or Engineering/Technical degree.
  • Candidates must be legally entitled to work in Canada and must be able to travel to the United States

What People Say About Prophix

About working with Prophix…“As a customer, you can tell how an organization is run by how its employees behave. When they’re bright people, who consistently demonstrate commitment to providing great products and service, you know that there is a strong, positive work culture where employees are truly valued. Prophix’s Management has got it right.” – Tim McCarthy, Finance Manager, Feeding America – A Prophix Customer since 2009

About why Prophix is a great place to work…“We have built a place for talented people to develop their skills and tap into their passions. But, one of the things that makes Prophix unique is that we are always doing something to further enrich the lives of our team. That’s the only way to attract and keep great people." – Paul Barber, CEO of Prophix

COMPANY BENEFITS AND PERKS

Competitive Compensation:
  • Excellent Base Salary
  • Lucrative Bonus Program
  • Candidate Referral Bonus Program
  • Rewards and Recognition programs including Presidents Club (trip) and numerous departmental awards
Comprehensive Benefits:
  • Wide-ranging Health Benefits including: Vision care, EAP, short and long term disability (Canada & USA). Benefits may vary by country.
  • Company matched RRSP, 401(k), or UK Pension
  • Company-paid fitness club/gym membership
  • Training reimbursement and internal training programs to enhance learning opportunities for employees
  • Company cell phone or cell reimbursement for designated roles
Employee Participation:
  • Corporate Social Responsibility Committee
  • Prophix-sponsored sports teams
  • Semi-Annual Town Hall meetings
  • Social Committee events
  • Departmental and Company Social Events

WORKING CONDITIONS

While performing the duties of this job, the employee is regularly required to sit for extended periods of time for meetings or work, travel to different locations via plane within Canada and the United States, operate a motor vehicle (with a valid driver’s license), operate a personal computer, visually inspect forms, conduct oral communication via telephone and in person, retrieve and return files in storage cabinets, and occasionally lift and/or move up to 20 pounds. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

To perform this job successfully, an individual must be able to perform each essential duty and meet the physical requirements satisfactorily.

NOTES

The above job posting and information was written to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required. Occasionally other job related duties may be assigned.

Prophix is an Equal Opportunity Employer and does not discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or Provincial law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with Prophix may request such.

ACCESSIBILITY

Prophix promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be. We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities. If selected for an interview, please advise our Recruiting Manager if you require accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.

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