Customer Success Manager II
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Job Description
Customer Success Manager driving product adoption, onboarding, and retention for Egnyte’s secure cloud content security platform. Managing strategic customer partnerships and renewal risk.
Responsibilities:
- Ensure new customers are onboarded successfully through initial best practices, engagement, and platform walkthroughs
- Become an Egnyte product expert and showcase product offerings to drive positive business outcomes
- Monitor customer account performance metrics and resolve open issues
- Organize and execute deployment and adoption strategies with account managers based on client goals and KPIs
- Provide post-upsell resources regarding additional features and functionality
- Create and execute data-driven working documents and process documentation
- Forecast risk and opportunity throughout the customer lifecycle
- Facilitate communication on account inquiries between customers and company resources
- Maintain awareness of service matters, including technical implementations and activities
- Work with account teams on at-risk customer renewals
- Relay customer feedback on product functionality and support to internal stakeholders
- Ensure Egnyte best practices and methodologies are consistently followed
- Report directly to the Senior Manager of Customer Success
Requirements:
- 3+ years of relevant industry experience
- Highly customer service orientated and passion for helping to resolve customer issues
- Ability to stay up to date on product features and how they create customer value
- Desire to build new processes inside a larger, high-growth organization
- Ability to perform highly and flexibly in a dynamic environment
- Ability to analyze and interpret data using multiple tools (spreadsheets, BI, reports, etc.)
- Ability to formulate action plans based on analysis
- Bachelor’s degree from an accredited college or university
Benefits:
- Annual performance-based bonus targeted at 15% of base salary
- Competitive salaries and comprehensive benefits
- Flexible hours
- Generous time off (RTO, Responsible Time Off)
- Paid holidays and sick time
- 401(k) with company match
- Health Savings Account (HSA) with a generous employer contribution
- Flexible Spending Account (FSA) options
- Up to 12wks of paid Parental Leave
- 10wks Adoption Leave
- Gym reimbursement
- Cell phone reimbursement
- Internet reimbursement
- Free well-being apps such as Spring Health for Guardian
- Employee Assistance Program (EAP)
- Discounted pet insurance, electronics, theme park tickets, travel, plus more
- Your own Egnyte account with lifetime access
- HealthJoy benefits navigation app
- One Medical virtual care
- Modern and collaborative offices
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