Customer Success Manager

2 months ago

Austin, United States The Ladders Full time
POSITION OVERVIEW:

As a Customer Success Manager at OTAVA, you will be responsible for ensuring the satisfaction and success of our valued customers. You will build and nurture strong, long-lasting relationships, understand customer needs, and work collaboratively to drive customer success. This role may require occasional travel to meet with customers in person.

This position is being filled in one of the following locations: Austin, TX, Indianapolis, IN, Denver, CO, Remote

RESPONSIBILITIES:

  • Develop and maintain strong, trusted relationships with customer accounts, becoming a trusted advisor to our clients.
  • Understand customer goals and objectives and work to align our products/services to help them achieve success.
  • Onboard new customers effectively, ensuring a smooth and positive experience.
  • Provide ongoing training and resources to customers to maximize their utilization of products/services.
  • Identify opportunities to improve customer product knowledge through webinars, workshops, or documentation.
  • Renewal management includes proactive engagement with the customer, identification of risk, creation of mitigation strategies, and collaboration with the sales executive.
  • Identify opportunities for upselling or cross-selling to drive revenue growth on assigned accounts.
  • Develop and manage a customer advocacy program to identify and nurture satisfied customers willing to advocate for your company through participation in case studies, testimonials, and referrals.
  • Collaborate with cross-functional teams to address customer needs and issues.
  • Create and deliver reports and presentations to customers on their account performance.
  • Analyze customer data to identify patterns, trends, and opportunities for improving both individual account performance and overall company strategies.
  • Act as a customer advocate within the organisation, championing customer needs and feedback.
  • Conduct regular customer satisfaction surveys and gather feedback to drive improvements.
  • Collaborate with other departments to ensure customer feedback is communicated effectively and advocate for customer needs within the organization.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
  • Ability to drive value-based ongoing engagement to align on customer strategies which should also align with the OTAVA products and solutions.
  • Ability to manage a portfolio of diverse customer accounts, all with a prescriptive engagement model to help deliver on our customers objectives and success measures.
  • Strong interpersonal and communication skills.
  • Analytical mindset with the ability to use data to drive decisions.
  • Ability to prioritize and manage multiple customer relationships effectively.
  • Ability to forecast and prioritize tasks effectively.
  • Problem-solving skills and the ability to navigate challenging customer situations.
  • Proficient in key software tools including Salesforce (SFDC) for CRM data management, PowerPoint (PPT) for presentations, and Excel for data analysis and reporting is essential for this role.
  • Familiarity with customer success software/tools is a plus.
EDUCATION:
  • Bachelor's degree in business, Communications, Marketing, Customer Experience Management, Technology or related fields, or equivalent experience
  • CCXPA certification a plus
  • Cloud and Vendor Certifications are a plus
  • Examples: Azure AZ900, VMWare Sales Professional, AWS Business Professional, AWS Cloud Economics, Zerto Certified Professional -Sales, VMSP- Veeam Sales Professional, and TrendMicro Cyber Security Master Class
EXPERIENCE:
  • 3 to 5 years of experience in customer success, account management, or a related field, building and maintaining successful business relationships.
  • Experience managing multi-tiered customer and service provider relationships.
  • Experience building and maintaining appropriate relationships with your customer accounts, creating a consistent experience focused on outcomes.
  • Previous experience working in IaaS, general Cloud technology.
  • Knowledge of Public (AZURE/AWS) & VMware based Private Cloud, DRaaS, Data Backup solutions, is a plus
  • Prior experience working in an enterprise IT environment, is a plus
  • Knowledge of customer success processes.
  • Technical skills required, as they relate to the use of the product or service.


What We Offer:

Competitive base salary: $65 - 80K, plus variable of $8-15K, 401(k) match, health insurance, generous PTO, paid volunteer time off, and working with world-class co-workers who are just as dedicated and as awesome as you are.

Why OTAVA?

Influence and Impact: Your role will directly impact customer satisfaction and contribute to our company's growth. You'll have the opportunity to make a significant difference.

Career Advancement: OTAVA is committed to fostering career growth within a customer-centric environment. Join us to shape your future while contributing to our customers' success.

Shared Commitment: Our company's dedication to delivering value to customers is at the heart of everything we do. Join our team to be part of this commitment.At OTAVA, our commitment to customer satisfaction and delivering value sets us apart in the industry. As we continue to grow and evolve toward a more customer-centric approach, we're on the lookout for a dynamic and results-oriented Customer Success Manager to join our newly established team.

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