Customer Success Representative

Location: Remote / U.S. based – EST Time Zone

Company Overview: Cora Systems is an award-winning worldwide leader in providing enterprise project and portfolio management solutions to global organizations and government agencies. Our flagship product, Cora PPM, powers transformation by aligning strategy and managing projects, portfolios and programs effectively. It is proven to help our clients deliver key business benefits and ROI.

Position Overview: We are seeking a Senior Customer Success Representative with expertise in project management software tailored for the manufacturing, pharmaceutical, and government sectors. The ideal candidate will have a strong background in customer success, project management, and delivering data-driven presentations to executive stakeholders. Industry-specific knowledge will be used to drive successful adoption, and ensure customers recognize the full business value of our software solutions.

Key Responsibilities:

• Project Management Expertise: Utilize your deep understanding of project management methodologies to advise clients on best practices, optimize workflows, and troubleshoot issues to ensure project success through the Cora solution.
• Client Relationship Management: Build strong, long-lasting relationships with key client stakeholders, including executives, heads of PMO’s and project managers. Serve as the primary point of contact for escalated issues and deliver strategic planning discussions.
• Product Knowledge and Adoption: Deliver comprehensive product functionality sessions for clients to build user acumen and increase utilization. Drive adoption through the co-creation of materials and resources based on client needs and industry requirements.
• Customer Satisfaction and Retention: Monitor and measure client satisfaction through regular check-ins, surveys, and feedback mechanisms. Proactively identify areas for improvement and work cross-functionally to implement solutions that drive customer loyalty and retention.
• Industry Expertise: Stay abreast of industry trends, regulations, and competitive landscape within the manufacturing, pharmaceutical, and government sectors. Leverage industry knowledge to anticipate client needs, offer strategic guidance, and position our solutions as a competitive advantage.
• Account Expansion and Revenue Growth: Proactively identify and cultivate expansion opportunities within assigned book of business. Work collaboratively with Sales and Professional Services to drive upsells and grow revenue.
• Cross-functional Collaboration: Collaborate closely with sales, product development, and support teams to align customer success initiatives with company goals. Provide valuable and relevant insights and feedback from clients to inform product enhancements and roadmap prioritization.

Qualifications:

• Bachelor’s degree in business, project management, engineering, or related field; advanced degree or certification (e.g., PMP, CSM) is a plus.
• Well established experience in customer success, project management, or related roles, with a proven track record of success in the manufacturing, pharmaceutical, or government industries.
• Deep understanding of project management software and tools such as Cora.
• Strong communication, presentation, and interpersonal skills with the ability to engage and influence diverse stakeholders at all levels.
• Exceptional problem-solving skills, analytical thinking, and attention to detail.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
• Experience leading and delivering product training sessions
• Passion for customer advocacy, continuous improvement, and driving business outcomes.