Customer Success Manager
Position: Customer Success Manager
Overview:
Do you enjoy engaging with early adopters to help them maximize their technology investments? Do you like to define process and building innovative organizations? Then we have an incredible opportunity to get in on the ground floor of building out JumpCloud’s account management function.
What you’ll be doing:
Customer Success Managers are the primary point of contact for business issues with our established customers. Developing and cultivating customer relationships, they are the point person to resolve issues, receive updates on ongoing platform developments and to share all information regarding future planning and ad hoc needs. The focus of this role is to efficiently and consistently satisfying our customers’ needs.
- Guide new customers through the implementation success plan process until customer is fully on-boarded
- 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
- Proactively keep clients engaged and informed based upon success plan
- Identifying expansion opportunities to generate additional revenue (upsell/cross-sell) that may arise during the renewal management cycle
- Prepare and provide customer renewal quotes
- Proactively identifying issues that may impact a renewal, and engaging all available resources to resolve
How success will be measured:
- Customer Renewals
- Customer Expansion (additional seats at current installations)
- Customer Churn
- Identifying Upsell Opportunities
We’re looking for:
- 2+ years of customer engagement experience with strong technical aptitude
- Outstanding verbal & written communications and strong listening skills.
- 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.