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Customer Success Manager IRC238689
| 仕事No. | IRC238689 |
| 勤務地 | Mexico - Guadalajara |
| 役職 | Associate Specialist Engineer |
| 経験 | 5-10 years |
| 職種 | Engineering |
| Work Model: | Hybrid |
職種概要
A customer is a healthcare IT security company. It provides healthcare companies with a platform that addresses critical compliance and security challenges and helps to improve providers’ productivity. The goal is to create a SaaS product from the ground up in a public cloud framework.
必要条件
- 2 years + experience in Customer Success Management
- 5+ years Customer Success/Support/Services/Account Management experience, working with SaaS solutions or in technology environment
- Experienced with Salesforce, Gainsight
- Self-starter with a high degree of ownership and a proven track record of driving customer success
- Ability to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of solution; and identification of technical escalation points
- Excellent problem-solving skills and ability to quickly navigate challenging situations
- Excellent organizational skills including the ability to prioritize and multi-task activities across many customers or cross-depts
- Outstanding listening and collaboration skills to bring key initiatives that solve customer requirements to fruition
- Excellent communicator (presentation, written, and verbal) and demonstrated professionalism
- Experience initiating data driven initiatives
- Passion for customer perspective and success
職務内容
Job Summary
As the Manager of Customer Success you’ll be responsible for ensuring a team of cross functional Customer Success members drives service level excellence of our customer resulting in excellent customer satisfaction, deployment, utilization, and ultimately, increasing the lifetime customer value of your assigned customer base. You will work with other CS leaders to support and continuously evolve our digital customer success objectives, strategy and tactics so that we can scale successfully and deliver on excellent customer experiences.
Duties and Responsibilities
- Responsible for maintaining and growing ARR of teams assigned accounts
- Manage the daily activities of team by providing direction, establishing clear, measurable objectives, managing performance, training, and coaching. Take corrective action when needed.
- Research, analyze, and report on data across the CS organization to help drive program priorities
- Recruit and develop high-performing pooled customer-facing team
- Serve as a hands-on leader and lead by example to inspire the team to reach for excellence
- Manage escalations and mitigate risk around customer retention and satisfaction
- Meet or exceed metrics that measure customer health, happiness and customer retention and drive alignment cross-functionally
- Recommend, design, and implement digital programs to optimize the 1: many customers coverage approach using existing tools and systems (I.e., Gainsight, Salesforce, MSOffice)
- Initiates and delivers on opportunities of improvement within the team and organization
- Maintains excellent knowledge of customer focused strategic initiatives and provides ‘voice of the customer’ feedback to product, development and upper management
- Manage functions to drive digital programs to address customer deployment expansion satisfaction
- Other duties as assigned and required
私たちが提供するもの
Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to work on market-defining products using the latest technologies.
Collaborative Environment:Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance:GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules.We offer you the best quality of work life so that you exceed the expectations of our clients, while achieving your professional and personal ambitions.
Professional Development:Our dedicated Learning & Development team regularly organizes English classes, professional certifications, and technical and soft skill trainings. We also offer the chance to travel internationally
Excellent Benefits:We provide our employees with competitive salaries, family medical insurance, extended paternity leave, annual performance bonuses, and referral bonuses.