The Role of a Customer Success Manager
* Develop trust with customers and provide the best possible experience navigating our offering.
* Understand customer objectives and activate internal and external capabilities to alleviate pain points, align expectations, and draw collaboration roadmaps.
* Collaborate with other teams and participate in campaign efforts to connect with diverse users of our products and identify future champions.
Responsibilities:
1. Find solutions to ticket requests and support customers effectively.
2. Enrich documentation about problem solving, Q&A, onboarding materials.
3. Drive campaigns targeting multiple customers through digital touch-points and activities.
4. Identify high potential as well as high risk customers from newly onboarded users or customers.
5. Onboard new customers and introduce them to our products and support processes.
6. Collaborate with Sales and Support in developing and delivering engagement plans that fulfill customer objectives.
7. Engage with customer portfolios to ensure risk identification.
8. Collect feedback from customers and format it for review by the product team.
Requirements:
* Customer-facing experience.
* An empathetic individual with a natural drive to help others.
* Passion for technology, infrastructure, and Ubuntu.
* Excellent presentation skills.
* Strong organisational skills, ability to structure and constantly update documentation.
* A team player capable of interacting with all departments internally.
Benefits:
* Distributed work environment with twice-yearly team sprints in person.
* Personal learning and development budget.
* Annual compensation review.
* Recognition rewards.
* Annual holiday leave.
* Maternity and paternity leave.
* Employee Assistance Programme.
* Opportunity to travel to new locations to meet colleagues.
* Priority Pass for travel and travel upgrades for company events.
About Us:
We are a pioneering tech firm at the forefront of the global move to open source. We recruit globally and set a high standard for people joining our company. We expect excellence to succeed.