Description:
A customer is a healthcare IT security company. It provides healthcare companies with a platform that addresses critical compliance and security challenges and helps to improve providers' productivity. The goal is to create a SaaS product from the ground up in a public cloud framework.
Requirements: 2 years + experience in Customer Success Management5+ years Customer Success/Support/Services/Account Management experience, working with SaaS solutions or in technology environmentExperienced with Salesforce, GainsightSelf-starter with a high degree of ownership and a proven track record of driving customer successAbility to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of solution; and identification of technical escalation pointsExcellent problem-solving skills and ability to quickly navigate challenging situationsExcellent organizational skills including the ability to prioritize and multi-task activities across many customers or cross-deptsOutstanding listening and collaboration skills to bring key initiatives that solve customer requirements to fruitionExcellent communicator (presentation, written, and verbal) and demonstrated professionalismExperience initiating data driven initiativesPassion for customer perspective and success Job Responsibilities: Job Summary
As the Manager of Customer Success, you'll be responsible for ensuring a team of cross-functional Customer Success members drives service level excellence of our customer, resulting in excellent customer satisfaction, deployment, utilization, and ultimately, increasing the lifetime customer value of your assigned customer base. You will work with other CS leaders to support and continuously evolve our digital customer success objectives, strategy, and tactics so that we can scale successfully and deliver on excellent customer experiences.
Duties and Responsibilities Responsible for maintaining and growing ARR of teams assigned accountsManage the daily activities of the team by providing direction, establishing clear, measurable objectives, managing performance, training, and coaching. Take corrective action when needed.Research, analyze, and report on data across the CS organization to help drive program prioritiesRecruit and develop a high-performing pooled customer-facing teamServe as a hands-on leader and lead by example to inspire the team to reach for excellenceManage escalations and mitigate risk around customer retention and satisfactionMeet or exceed metrics that measure customer health, happiness, and customer retention and drive alignment cross-functionallyRecommend, design, and implement digital programs to optimize the 1: many customers coverage approach using existing tools and systems (I.e., Gainsight, Salesforce, MSOffice)Initiate and deliver on opportunities for improvement within the team and organizationMaintain excellent knowledge of customer-focused strategic initiatives and provide 'voice of the customer' feedback to product, development, and upper managementManage functions to drive digital programs to address customer deployment expansion satisfactionOther duties as assigned and required What We Offer Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to work on market-defining products using the latest technologies.
Collaborative Environment: Expand your skills by collaborating with a diverse team of highly talented people in an open, laid-back environment - or even abroad in one of our global centers or client facilities!
Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules. We offer you the best quality of work-life so that you exceed the expectations of our clients while achieving your professional and personal ambitions.
Professional Development: Our dedicated Learning & Development team regularly organizes English classes, professional certifications, and technical and soft skill trainings. We also offer the chance to travel internationally.
Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, extended paternity leave, annual performance bonuses, and referral bonuses.
About GlobalLogic
GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world.
By integrating experience design, complex engineering, and data expertise, we help our clients imagine what's possible and accelerate their transition into tomorrow's digital businesses.
Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries.
GlobalLogic is a Hitachi Group Company operating under Hitachi, Ltd. (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.
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