Client Relationship Manager
2 weeks ago
CUSTOMER SUCCESS MANAGER
Location: Remote, US
About the Role
At Egnyte, we are dedicated to fostering a culture where every team member can thrive. With a growing customer base of over 22,000 worldwide, your role will be pivotal in safeguarding their critical data.
As a Customer Success Manager (CSM), you will be responsible for driving product utilization, nurturing strategic partnerships, and overseeing daily operations with our key clients to cultivate a 'Customers for Life' philosophy and ensure high retention rates.
Key Responsibilities
1. Develop expertise in our products, including technical insights and business applications.
2. Support new clients post-implementation to guarantee effective onboarding and platform adoption.
3. Create tailored success plans for your customer segment, identifying key success factors, metrics, timelines, and potential challenges while offering recommendations to both internal and external teams.
4. Conduct quarterly business reviews, product discussions, and client visits to promote retention and successful service renewals.
5. Keep clients updated on any changes in processes and procedures.
6. Address escalated customer concerns promptly.
7. Collaborate with Product Management and Engineering to resolve issues and communicate customer needs for future enhancements.
Your Qualifications
- Minimum of 3 years in a customer-facing role or equivalent experience with a proven record of service excellence.
- Experience managing client relationships in a software or SaaS environment.
- Proactive mindset with a demonstrated ability to identify and mitigate risks.
- Experience collaborating across various internal teams to resolve customer issues efficiently.
- Familiarity with technology companies, particularly SaaS solutions.
- Exceptional communication skills, both written and verbal.
- A collaborative team player who can adapt in a dynamic environment.
- Previous experience in architecture, engineering, construction, life sciences, or financial services is highly desirable.
- Willingness to travel as needed (approximately 25%).
Compensation and Benefits
Egnyte offers competitive salaries and a comprehensive benefits package, including:
- Company equity based on role and level.
- Flexible working hours and generous time off to support work-life balance.
- Paid holidays and sick leave.
- 401(k) Retirement Plan options.
- Health Savings Account (HSA) and Employee Assistance Program (EAP).
- Paid parental and adoption leave.
- Modern, collaborative workspaces.
- Reimbursement for gym, cell phone, and internet expenses.
- Access to well-being apps.
- Additional perks including discounts on various services.
Commitment to Diversity
Egnyte is an Equal Opportunity Employer, committed to diversity and inclusion in the workplace. We celebrate our differences and strive to create an environment where all employees feel valued and respected.
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