Customer Success Manager

Posted on Support

COMPANY INFORMATION:

Businesses face new challenges from internet-connected devices that offer new forms of interaction and communication to artificial intelligence, big data and serverless computing. They must address these challenges while also enabling development productivity and providing the best experiences to their end users. Progress is dedicated to providing the tools, services and platforms businesses need to enable highly productive teams that deliver the very best high-end experiences.

JOB DESCRIPTION:

The Customer Success Manager (CSM) plays an integral role in our success at Progress. The Customer Success Manager works directly with our customers to help them achieve their business objectives with the Chef product suite. The CSM works with Customer Architect’s to develop solutions to our customers most difficult problems. The CSM leads the relationship, ensures the customer has access to the necessary resources and helps guide them along their DevOps journey.

This position is for a Customer Success Manager that will have oversight responsibility for Chef’s accounts.

The ideal candidate will:

Have an understanding of Chef’s products and how they deliver business value to large organizations
Have a compelling point-of-view on the value of DevOps
Have experience as a Customer Success Manager or similar role as a relationship builder or business driver
Have experience managing accounts and clients
Demonstrate executive presence and the ability to influence executive senior stakeholders
Have a service mindset that compels them to deliver value and help

What You’ll Do:

Drive customer on-boarding experience and success planning to ensure customers are deriving the most value out of Chef’s products and services
Manage a portfolio of customers to drive greater business value and ensuring our customer’s Chef investment is being optimally leveraged
Proactively drive customer adoption and look for opportunities to increase overall footprint
Work closely with the sales team as growth opportunities are identified
Understand and Manage Customer Health in a proactive fashion
Improve Customer Experience & Customer Satisfaction by helping them achieve their stated business outcomes
Implement action plans and playbooks that drive key metrics for the CSM
Lead strategic, cross-functional initiatives such as customer journeys, maturity models, voice-of-customer, and product feedback
Make customer renewals a non-event by driving a results-based engagement pattern. Customers should understand the value they are getting from Chef’s products and services and the CSM provides the ongoing engagement patterns to ensure they keep and grow our customers’ business.
Provide feedback to Sales, Product and Marketing on patterns you see with Customers that will allow us to more efficiently scale our business
Build strong relationships and collaborate cross-functionally to drive market readiness, sales handoffs, customer marketing, training actions, services deployment, and effective support

What We’re Looking For:

3+ years of customer/account management experience
Experience working with technical practitioners and Executive Sponsors
Strong organizational and analytical skills
A customer first mindset
Strong perspective rooted in past experience, paired with willingness to listen carefully, explore new ideas, and coach
Curiosity and willingness to experiment, fail fast, learn, and adapt; flexibility to learn from what you’ve done in the past, not adhere rigidly to it

About Company

Progress Software

Job Information

Status: Open Job type: Full Time Salary: Negotiable Publish date: 14 Nov 2020

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