Job Title: Account Success Coordinator

Position summary:

The Account Success Coordinator supports Prosci’s growth team in achieving sales growth and client success by working with new clients, nurturing existing client relationships, and providing internal administrative support. This role is an integral team member and may support up to two growth pods. The Account Success Coordinator will primarily execute tactical responsibilities but will also have insight, and increasingly engage in more strategic account management functions over time. The successful candidate will learn and leverage Prosci’s full range of offerings and internal processes to enable our client’s success with their change initiatives.

Primary responsibilities may include but are not limited to:

• Attend and contribute to key Growth Team meetings (e.g., Account Team Meeting, Client Update, Licensing Update) to keep in rhythm with Growth Team cadence and achievement of goals. Additionally, actively participate in pod level meetings to keep the pods aligned and executing on daily and weekly actions (e.g., Holistic Solutions sales process meetings and pod meetings).
• Making the first contact (e.g., email requesting a call for pod or a phone call to set up a call) with the contacts for new opportunities that enter the Salesforce Opportunity Queue and managing the queue to ensure all new opportunities are connected with as soon as possible.
• Maintain Salesforce and other client data to feed reports surrounding enhanced lead management and sales process improvement. Examples include:
  • Maintaining pipeline reports.
  • Updating account and contact records.
• Perform periodic follow-ups with prospects and customers such as:
  • Tracking new leads to ensure first call has happened.
  • Reaching out to legacy clients to reengage.
• Respond to inquiries in a timely manner when appropriate or delegated by Pod members. For example:
  • Investigating and gathering cross functional input to respond to clients.
  • Connecting clients to appropriate internal team members when needed.
• Leverage analytics from Finance, Salesforce, and other sources to build “at a glance” portfolio view of the Pods’ customers and future growth opportunities, then facilitate client outreaches and follow up activities. This may include:
  • Executing annual ALF check-in process for license holders.
  • Salesforce Opportunity and Activity reports.
  • Sales reports based on Client Analytics file.
• Support in execution of license process I.e., Sale of license through delivery and maintenance.
• Help prepare and execute annual Top 10 Account reviews.
• Share best practices of new tactics and techniques used in helping to contact and grow clients.
• As requested, and when not in conflict with another team member’s responsibilities, generate Professional Services Agreements (PSAs) and Statements of Work (SOWs) for your pods’ prospects and clients. *Pod dependent
• Act as liaison with the legal team to shepherd legal documentation through the process in an expeditious, mutually beneficial manner. *Pod dependent

When not in conflict with primary responsibilities you may also:

• Grow into a sales resource who can manage transactional sales opportunities on your pod such as:
  • Portal subscriptions
  • eLearning seats
• Collaborate with the Growth Enablement Manager to leverage customer success and customer experience movements within Prosci to help define the future state of how our Growth Pods support our customers.
• Champion customer experience enhancements across all Prosci clients.

Work Location & Travel Requirements:

Location for this position is either remote (anywhere in the US) or in our Fort Collins, CO Headquarters.

About Prosci:

Founded in 1994, Prosci is a global leader in change management and the provider of choice for 80% of Fortune 100 companies. Prosci combines scientific research with the people side of change to deliver results-focused solutions that enable clients to achieve change outcomes and grow organizational change capability. Prosci maintains the world’s largest body of change management research—the basis for the company’s tools, methodologies, services, and role-based development programs. To date, Prosci has certified over 65,000 change management practitioners worldwide. The company is headquartered in Fort Collins, Colorado, with offices in Halifax, Canada, and Sydney, Australia, and more than 25 certified Prosci Partners around the globe. Prosci is continually expanding directly and through its partner network to ensure change success for clients no matter where they are located.

Prosci is an equal opportunity employer that is committed to inclusion and diversity. We encourage qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics to apply for employment.

The salary range for this role is: $52,000-$62,000 depending on experience and skills.