Customer Success Manager – Remote | Full-Time India
PRIME is a privately owned organisation that specialises in Business Process Management (BPM). We are a global organisation with a presence in Ireland, serving the Europe and USA market and Australia serving the APAC region. All our team members work from home.
We have a 20-year history of solving our customers’ business challenges through our proprietary cloud-based BPM software, BPM training, and BPM consulting services. Our customers include Pfizer, Airbus, Coca Cola, CBRE, KBR, Rockwell, MYOB, Flight Centre, Government departments etc.
To be able to engage and retain such prestigious customers, it is easy to understand that we have a high-performance culture. Our team is made up of talented and passionate members who are supported by processes, systems, KPI’s and metrics.
We work in a fast-paced, structured and organised environment and are on a super exciting journey together. We are virtually connected throughout the day and our multicultural team oozes positive vibes!
Job Summary:
You are ultimately responsible for driving client retention and growth through identifying strategic upselling and cross-selling opportunities that benefit our clients in Australia. You will also support our Business Development Managers (BDMs) in acquiring new business by contributing your BPM expertise in parts of the sales cycle.
This is a work-from-home position, Monday to Friday.
Key Responsibilities:
- Build and maintain trusted client relationships, understanding their BPM strategy, challenges, and team structure.
- Advise clients on process mapping, BPM best practices, and business process architecture standards, providing ongoing coaching and guidance.
- Lead software demonstrations, training programs, and trials to drive adoption and client success.
- Manage Fixed-Cost Process Mapping (FCPM) projects, including end-to-end process and journey map development.
- Identify upsell, cross-sell, and expansion opportunities, supporting renewals and business growth with compelling business cases.
- Collaborate with Marketing to develop customer success stories, case studies, and community engagement initiatives.
- Monitor and analyze client product usage, generate performance reports, and implement strategies to maximize ROI.
- Serve as an internal Process Champion, modelling best practices and ensuring operational excellence.
- Maintain CRM and documentation of client interactions, addressing technical questions and concerns.
What We’re Looking For:
- 15+ years’ work experience
- Experience working as a Customer Success Manager serving Western markets
- A strong understanding of Business Process Management/Business Process Transformation
- Experience using BPM software like PRIME BPM, Bizagi, ARIS, Signavio, Promapp, IBM Blueworks
- A variety of improvement projects undertaken
- Experience designing process libraries/process architectures
- Experience in spotting product/service expansion opportunities
- Experience in positioning products and services to clients
- Experience in customer retention
- Business process mapping experience
- Excellent English writing and speaking skills with a neutral accent
Hours & Location:
- Remote role (work from home)
- Working hours: 4:30 am – 1:30 pm IST
Benefits: Competitive salary; Commission; Remote work; International team and customers