.**Overview**:The Jaspersoft Customer Success team is committed to reaching beyond the boundaries of traditional support by intentionally growing mutually beneficial relationships with our clients, and we do this through active engagement to better understand their unique projects and partner with them to enhance their abilities/enable success with our products. The Customer Success Manager (CSM) is tasked with proactively guiding our customers, providing best practices and technical leadership, and assisting them through all phases of enablement. They work directly with Jaspersoft customers to anticipate and address current business, as well as be the primary point of contact for all customer needs including some technical troubleshooting, onboarding, adoption and continuing to use Jaspersoft solutions.**Primary Components**:- ** Customer Engagement (~75%) - **Jaspersoft CSM's should spend the majority of their time engaging and otherwise servicing the needs of Jaspersoft customers.- ** Customer Success Platform Development (~15%) - **Jaspersoft CSM's should engage in ongoing CS platform development activities that continually improve and evolve both the content and the delivery methods.- ** Training & Advancement (~10%) - **Jaspersoft CSM's must stay current on all required corporate & Customer Excellence training. Additionally, CSM's are expected to have awareness of all the products in the Jaspersoft portfolio and reasonable depth for all products they support. Lastly, CSM's should participate in ongoing individual advancement and training.**Key Responsibilities**:- ** Trust Building -** **Develop a trusted advisor relationship across a variety of functions and roles, including executives, decision makers, product managers and functional users.- ** Program Management - **Establish and oversee customer on-boarding, adoption, training, and development of best practices to continually drive value realization and return on customer investment.- ** Opportunity Management - **Ensure customers are in excellent position for renewals, as well as identify and prioritize growth opportunities such as expansions/upsells.- ** Escalation Management - **Coordinate between customer/ internal teams as issues arise, facilitating resolution for the customer. Serves as the primary escalation point for customer success issues which arise from within the team; directly from customers; or from other Jaspersoft functions (such as; Sales, PM, Eng etc.). Be able to effectively manage, and respond to critical escalations, and provide recurring updates in a timely fashion until issues are resolved.- ** Collaborate & Coordinate -** Promote sharing with internal functional counterparts to enable customer marketing, product roadmap, and overall communication. Collaborate with CSA's, Professional Services, Support, etc., as well as a wide audience of customer contacts, to facilitate resolution of high priority issues