Customer Success Manager
Customer Success Manager at JumpCloud
Louisville, CO
Overview:
Do you enjoy engaging with early adopters to help them maximize their technology investments? Do you like to define processes and build innovative organizations? Then we have an incredible opportunity for you at JumpCloud!
What you’ll be doing:
As a Customer Success Manager, you will be the primary point of contact for business issues with our customers and partners. You will develop and cultivate relationships where your role is to ensure customers and partners are connected to the JumpCloud Employees and process to resolve issues, receive product updates , and to share all information regarding future planning and ad hoc needs. The focus of this role is to efficiently and consistently satisfy our customers’ needs.
Your duties and responsibilities include:
- Work with our customers to understand their needs, goals, and priorities
- Work with each of our departments to ensure our customer’s needs are being addressed
- Guide new customers through the implementation success plan process until customer is fully on-boarded
- Build value for customers with JumpCloud’s platform and educate on features not already used by accounts
- Proactively keep clients engaged and informed based upon success plan; build client relations
- Identify expansion opportunities to generate additional revenue (upsell/cross-sell) that may arise during the renewal management cycle
- Proactively identify issues that may impact a renewal, and engage all available resources to resolve the issue in a professional, coordinated manner
How success will be measured:
- High Customer Retention
- Steady increase in Customer Renewals
- Increase in overall Customer Expansion
- Identification of Upsell Opportunities
We’re looking for:
- Minimum 2 years of customer engagement experience at a Saas company
- Outstanding verbal & written communications and strong listening skills, particularly in the technical IT environment.
- Outstanding interpersonal and service orientation skills, demonstrating a positive, can-do attitude.
- Excellent problem-solving, multi-tasking, time management and organizational skills, with strong attention to detail.
- Bachelor’s degree in a business-related major is preferred