Customer Success Manager Full Time

Description:

• Serve as the strategic partner to customers throughout the customer lifecycle, cultivating relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal.
• Shepherd goals for platform usage and proactively work with customers and Itential staff when usage, versioning, or other issues threaten the health of the relationship.
• Utilize tooling (Salesforce, JIRA, etc.) to track key account data, opportunities, and for logging calls and relevant notes.
• Facilitate customer training sessions as part of onboarding and ongoing product adoption.
• Act as a communications liaison between Product Support, Professional Services, Development, Product Management, and Customers.
• Promote customer satisfaction and loyalty by demonstrating an understanding of the Customers’ business needs and helping them achieve their objectives using the Itential platform.
• Educate customers on the use and benefits of Itential solutions (high level).
• Provide customers with information and assistance regarding product updates and new features.

Requirements:

• 5+ years in a Customer Facing role in a Network or Software company.
• Experience in a Software Development Environment or a Bachelor’s degree in Computer Science.
• Experience working with promoting value through customer experience.
• Ability to build rapport with customer champions and work colleagues in a remote setting.
• Exceptional ability to communicate, identify risks and proactively drive resolutions.
• Networking, Software, or Automation Technical skills required, as they relate for the use of the products and services to be sold.
• Knowledge of IT key concepts (network management, infrastructure, software development, cloud computing, etc.)
• Strong time management, accountability, and personal organization are essential.
• Experience analyzing and optimizing the existing processes in the Customer Success department.
• Deep understanding of customers concerns and thoughts regarding the use of products and services.
• Experience with the Microsoft Office Suite (Word, Excel, PowerPoint); Salesforce; JIRA; and Confluence experience is a plus.
• Passion for learning new technology and proselytizing to others.