Customer Success Manager

  • Location:
    Austin, Texas, US
  • Area of Interest
    Business Strategy and Operations
  • Job Type
    Professional
  • Technology Interest
    Security
  • Job Id
    1220867
New

 churn,                                                     Umbrella enables thousands of business customers to manage and protect their corporate networks.

 

As an Umbrella Customer Success Manager, you will act as trusted advisor and work with new and existing  accounts to ensure they are successful with and delighted by Umbrella’s products and services. You will effectively onboard, help deploy, drive ongoing utilization and build high satisfaction for our customers.

 

In addition to being a steward of the customer journey, you will proactively driving adoption and serve as your customers' advocate within Umbrella. You will also educate customers about new features, best practices, industry developments--all to increase the value Umbrella delivers to their organization.

 

This role offers the unique opportunity to touch all parts of the business. Not only does it require a high-touch customer interface, but it also puts you in direct contact with Product, Sales, Renewals, Marketing, Engineering, UX, and Support.  You will also have the opportunity to leverage, showcase and grow your account management skills, drive internal programatic changes to better service our customers and be part of an amazing team of fun, energetic, and passionate CSM’s   

 

This position is for you, the creative, energetic, self-driven, person with a high EQ and desire to learn. You understand the customer and their use cases and know how to be a trusted partner so companies stay and grow with Umbrella. You manage a high volume of customer accounts at different stages in the customer lifecycle with ease. You get a kick out of shifting gears all day long and reaching your own goals. You also have a passion for Internet security and customer success.

 

Responsibilities

* Ensure that the quality and frequency of touchpoints are consistent with the Umbrella customer communications and journey map initiatives

* Track accounts to identify churn risk and work proactively to eliminate that risk

* Build value-based relationships with customers to ensure they remain Umbrella customers

* Work closely with Product and Engineering on identification and tracking of enhancement requests and bugs 

* Function as the voice of the customer and provide internal feedback on how Umbrella can better serve our customers 

* Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs--you must be willing to and interested in geeking out about new features on a regular basis

* Generate enthusiasm and participation in feature beta programs and customer events

* Help identify and work with account teams on cross-sell and up-sell opportunities

* Track onboarding progress and follow up as necessary for assigned accounts

* Ability to travel unto 25% 

 

Minimum Qualifications

* 3+ years work experience in an equivalent capacity

* Excellent written (via email and phone) communications skills

* A true passion for customers and customer success

* Ability to juggle multiple and very different tasks

* Strong customer service, management, listening, and presentation skills

* Bachelor's Degree or equivalent experience

* Experience with SaaS-based applications and services

* Experience working with Salesforce.com / Gainsight a plus

* Self-Starter / High Energy / Positive Attitude / Customer Focused / Detailed Oriented

Apply on the Company Site
Powered ByLogo