(C-521) | Customer Success Manager

(C-521) | Customer Success Manager

10 nov
|
Servicerocket
|
Santiago

10 nov

Servicerocket

Santiago

ServiceRocket is trusted by thousands of enterprises, helping them get the most out of their software and transforming the way they do business. Headquartered in Palo Alto with offices in Sydney, Santiago, London, Toronto, Kuala Lumpur, Singapore and Bengaluru, our products and services help clients accelerate alignment, reduce friction, and connect with their teams, partners and customers.



Working at ServiceRocket is more than a job. Our five core values drive our actions and work environment. Our employees, the Rocketeers, fuel our success. But don't just take our word for it - Explore what it’s like to wear the rocket.



**About the role**





Our mission at ServiceRocket is to be coveted by innovative companies as the single most reliable partner in the acceleration of their growth. You, as a customer success manager, will help our customers do their jobs and grow. Our customers will rely on you to help them implement and use the software they buy in order to achieve desired outcomes.



How? This is how. With three main responsibilities and goals.



**Responsibilities and goals**:

**Customer on-boarding**: On-boarding customers includes helping create success plans during the sales cycle with prospective customers, leading customers through the transition from sales to implementation, running the project kick-off, helping customers configure the platform to address their use cases and reviewing project status/milestones while ensuring mutually defined success metrics are met throughout the implementation process.

**Goal(s)**: Define, minimize, and optimize a customer’s time to first value.



**Success planning and execution**: After the customer reaches first value, you will work with your assigned customers to progress towards achieving their success plans. Depending on your assigned customer segment, you will run regular check-ins and/or quarterly business reviews to monitor progress towards goals, analyze results data with your customers, and plan future goals and actions for improvement.

**Goal(s)**: Help customers achieve the goals set in their success plans.



**Account planning, renewals, and expansions**: You will perform account planning activities to search for ways to renew and expand relationships with customers. This could include helping customers achieve future needs with new offerings, integrations, and professional services. It could also mean helping customers grow such that they need to be upgraded to higher tiers of service. Your first priority is always to help customers grow and achieve their goals. It is also your responsibility to identify when customer growth requires additional services that we offer and help customers to start using those services.

**Goal(s)**:Secure the renewal (and or expansion opportunities) and increase net revenue retention with your assigned customers.



**Qualifications**:



- 2-4 years prior experience in customer success or equivalent customer service history of increasing customer satisfaction, adoption and retention/renewals

- Excellent communication, interpersonal, and writing skills - especially for complex technical concepts

- English fluency is required

- Strong project management skills and an ability to multitask without getting frazzled

- Strong team player but still a self-starter

- Love for teamwork

- Commitment to building a world-class, enterprise-level global customer experience

- Passionate about customer service and how it can transform businesses

- Detail oriented and capable of managing complex customer engagements according to a project timeline

- Experience with enterprise SaaS software

- Proven ability to drive continuous value of our products



**Preferred Qualifications**:



- Operating knowledge and experience with software that includes learning management systems, collaboration software like Workplace from Facebook and Atlassian suite products like Jira and Confluence

- Has managed a book of 50+ accounts and/or accounts with $100k+ ACV

- Experience working with HubSpot, Jira ServiceDesk, and Gainsight (or equivalent CRM, customer success management platform/support ticketing system)



ServiceRocket offers full benefits and a slew of additional perks. You’ll enjoy working in an awesome environment with a bright, fun group of experienced folks who love what they are doing to help fast growing Internet companies to succeed. If you are excited by this, we’d love to hear from you. Come grow with us!

El anuncio original lo puedes encontrar en Kit Empleo:
https://www.kitempleo.cl/empleo/18540852/c-521-customer-success-manager-santiago/?utm_source=html

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