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Strategic Enterprise Client Success Manager

2 months ago

Fort Lauderdale, Florida, United States ControlUp ControlUp Technologies LTD Full time
About ControlUp


ControlUp is a leading Digital Experience Monitoring and Optimization platform that revolutionizes how IT administrators oversee their environments and resolve issues.

Our suite of products empowers IT professionals to adopt a proactive approach and gain enhanced visibility into the digital experiences of their users.

Many of our clients leverage Citrix, VMware, Nutanix, and/or Microsoft for their virtualization infrastructure. Additionally, we support numerous clients utilizing IGEL thin clients.

Our Culture

We foster a vibrant and dynamic company culture. Our team members often travel to exciting destinations for team-building activities. We prioritize a culture rooted in transparency and curiosity.

Our workplace is characterized by a sense of humor, where hard work is balanced with moments of joy and laughter.

Join Our Team

We are expanding our Customer Success team and are seeking a new Enterprise Customer Success Manager to join our ranks.

The Role


As an Enterprise Customer Success Manager, you will oversee a portfolio of high-profile accounts that demand exceptional service.

This includes Fortune 50 companies, healthcare institutions, and government entities.

Your role will involve managing the post-sale relationship from a customer service standpoint, ensuring their success and maximizing ROI with our product offerings.

You will act as the primary point of contact for any issues that arise, with access to all necessary resources and subject matter experts from Support, R&D, Marketing, Management, and more.


Who We're Looking For

We seek a strong communicator, leader, and project manager.

The ideal candidate is a lifelong learner who is proactive, willing to go the extra mile, and takes initiative.


You must demonstrate leadership and project management skills, guiding customers—including Senior IT professionals, executive stakeholders, and related business unit leaders—through our customer lifecycle methodology.

You should be highly organized, capable of defining priorities, and adept at determining where to focus your efforts. Understanding where not to concentrate is equally important as prioritizing top-tier accounts.


While you will not be responsible for the formal training of customers on the product, you are expected to become a ControlUp expert, knowledgeable about all aspects of our product suite, and able to effectively communicate how customers can leverage various features to meet their objectives.


Although you will not single-handedly execute technical implementations, you will serve as the project manager and coordinator, ensuring that everything proceeds according to plan and enlisting additional resources as needed for successful implementation.


While troubleshooting is not your primary responsibility, guiding customers in the right direction (such as sharing relevant knowledge base articles) will distinguish you as an exceptionally effective Customer Success Manager.


Responsibilities:
Experience in one or more of the following roles:

• Customer Success Manager
• IT Manager
• Software Sales
• Project Manager
• Sales Engineer/Consultant
• Software Support
• Customer Service
• Professional Services

Experience in an End-User Computing (EUC) or similar software company

Startup/SaaS experience

• Critical thinker, naturally curious, and a problem solver
• Proven track record of building customer relationships with multiple stakeholders in Fortune 50 companies
• Positive attitude and a strong customer-centric approach; always prioritizing the needs of customers
• Familiarity with VDI—Citrix/VMware virtualization solutions.
• Excellent written and verbal communication skills; capable of clearly articulating complex issues to both individual contributors and executives
• Some travel may be required

Requirements:
Experience in one or more of the following roles:

• Customer Success Manager
• IT Manager
• Software Sales
• Project Manager
• Sales Engineer/Consultant
• Software Support
• Customer Service
• Professional Services

Experience in an EUC or similar software company

Startup/SaaS experience

• Critical thinker, generally curious, and a problem solver
• Proven experience in building customer relationships with multiple stakeholders in Fortune 50 companies
• Positive attitude and very customer-centric; always willing to put the customers' needs first
• Working knowledge of VDI—Citrix/VMware virtualization solutions.
• Strong written and verbal communication skills; ability to clearly explain complex issues to both individual contributors and executives
• Some travel may be required

Preferred Qualifications:
Experience with tools such as Gong, Salesforce, Slack, Zoom, Google Workspace, and Filemaker Pro is a significant advantage.

• Excellent organizational, note-taking, project management, and time management skills
• Exceptional attention to detail, accuracy, proactivity, and the ability to anticipate needs.

What We Offer You:
• Continuous learning and development opportunities

• An agile, innovative, flexible, and enjoyable work environment

• Comprehensive benefits, including medical, dental, vacation/holidays, and a company-matched 401(k) plan.