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Customer Success Manager

Company Name:
Arca24.com
Salary period: Annual
Position: Customer Success Manager
Location: Mountain View, CA
Position Overview:
Are you a customer service professional ready for a change? Come and join Axcient's Customer Success team! Our team says that they are treated like "Rockstars" - and it's true. We hire talented technical professionals, and let them do what they do best - provide service excellence our partners! Are you looking for a strong team environment? We have it. Looking for structure designed to optimize your work? Check out Axcient. Do you enjoy having both the knowledge and respect of an organization that completely "gets" how hard providing service can be? Come and work for Axcient! We're currently looking for talented service-oriented team members with 5-7 years of customer service experience, a technical background and hands-on backgrounds in the following areas:
Responsibilities:
ΓΆΒ ΒΆ Contact each new partner, step through their Axcient configuration and set up and review performance.
ΓΆΒ ΒΆ Identify potential service problem areas and work cross functionally as required, to resolve issues in a timely fashion.
ΓΆΒ ΒΆ Manage critical accounts through to resolution working cross functionally as required, to resolve issues in a timely fashion.
ΓΆΒ ΒΆ Summarize information collected, and identify areas for improvement in our Axcient service offerings.
ΓΆΒ ΒΆ Stay informed and educated on Axcient products, upgrades and releases.
ΓΆΒ ΒΆ Look for ways to continuously improve the onboarding and critical account management process.
ΓΆΒ ΒΆ Overall responsibility for satisfaction of specified accounts, to make them into reference accounts that continue to renew.
Requirements:
ΓΆΒ ΒΆ BA/BS degree or equivalent work experience.
ΓΆΒ ΒΆ 5-7 years experience working in a high-tech environment.
ΓΆΒ ΒΆ Experience working with mid-market and corporate customers.
ΓΆΒ ΒΆ Computer literate, experienced with basic business applications (MS Word, Excel, etc.).
ΓΆΒ ΒΆ Proficient understanding of the web and security on the web (firewalls, network connections, etc.).
ΓΆΒ ΒΆ Ability to manage high level, complex client service issues, researching and resolving issues quickly and efficiently.
ΓΆΒ ΒΆ Ability to handle and manage critical client situations.
ΓΆΒ ΒΆ Excellent customer management and communication skills supporting technology (SaaS and Hardware) solutions.
ΓΆΒ ΒΆ Ability to troubleshoot and isolate the source of reported customer issues.
ΓΆΒ ΒΆ Background in data backup, disaster recovery and cloud continuity (Preferred).
ΓΆΒ ΒΆ Driven to learn and willing to "go the extra mile" as part of our team.
ΓΆΒ ΒΆ Must be able to multi-task, lead and self-manage.
About Axcient:
Axcient is an entirely new type of cloud platform that eliminates data loss, keeps applications up and running, and makes sure that IT infrastructures never go down. Designed for today's always-on business, By mirroring an entire business in the cloud, Axcient makes it simple to access and restore data from any device, failover IT systems, and virtualize your entire office with a click - all from a single deduplicated copy.
Because we hire only the best and brightest, we nourish that talent with an environment where people can innovate, thrive, and pursue their passions. Our competitive compensation package includes stock options, 401(k), and comprehensive health benefits - along with access to perks like free lunches and weekly team workout sessions.

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