Jr. Customer Success Manager
Axcient
Customer Success Manager
Our Customer Success Team is a critical component of Axcient's business and is tasked with overseeing all customer retention activities. This position will work with our account team to ensure that all Axcient partners and customers are achieving maximum benefit from the Axcient solution, while also working with members of marketing, products, and finance to set and measure success. Reporting to the VP of Customer Satisfaction, the Customer Success Manager owns the customer lifecycle, designing, implementing and adapting our program to meet changing needs of Axcient partners and customers. You will respond to customer questions, concerns and issues, taking a proactive approach to minimizing the underlying causes and concerns through our on-boarding and account management processes ultimately ensuring customer satisfaction and retention.
Position Responsibilities
Optimize partner's understanding of the Axcient solution, including developing and sharing best practices, driving adoption for partners through the optimum use of their Axcient solution
Develop and maintain product expertise, including best practices to provide value to customers.
Build strong cross-functional relationships
Develop and implement customer lifecycle program plans; track and report on key metrics for partner onboarding, satisfaction surveys and overall retention success.
Lead partner on-boarding and issue resolution activities
Document and communicate findings from customer interactions.
Provide strong partner advocacy within the company.
Ensuring high customer satisfaction by collecting and summarizing survey results and then taking actions to enhance overall satisfaction based on feedback
Qualifications
BS/BA degree or equivalent
5-8 years' experience in technology, with a minimum of 2-3 years managing people
Self-starter with a proven track record of driving customer success and influencing at both the executive and department levels
Outstanding cross-functional collaboration skills
Skilled at problem-solving, decision-making, negotiations, and ability to navigate challenging situations in a professional manner
Familiar with SaaS application support requirements
Strong analytical skills, coupled with the ability to think outside-the-box
Ability to work with minimum direction to achieve goals
Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level
Customer-focused, enthusiastic, positive and service-oriented
Demonstrated ability to lead, develop and motivate personnel
BA/BS Degree in a related discipline or equivalent experience
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.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Customer Success Manager
Our Customer Success Team is a critical component of Axcient's business and is tasked with overseeing all customer retention activities. This position will work with our account team to ensure that all Axcient partners and customers are achieving maximum benefit from the Axcient solution, while also working with members of marketing, products, and finance to set and measure success. Reporting to the VP of Customer Satisfaction, the Customer Success Manager owns the customer lifecycle, designing, implementing and adapting our program to meet changing needs of Axcient partners and customers. You will respond to customer questions, concerns and issues, taking a proactive approach to minimizing the underlying causes and concerns through our on-boarding and account management processes ultimately ensuring customer satisfaction and retention.
Position Responsibilities
Optimize partner's understanding of the Axcient solution, including developing and sharing best practices, driving adoption for partners through the optimum use of their Axcient solution
Develop and maintain product expertise, including best practices to provide value to customers.
Build strong cross-functional relationships
Develop and implement customer lifecycle program plans; track and report on key metrics for partner onboarding, satisfaction surveys and overall retention success.
Lead partner on-boarding and issue resolution activities
Document and communicate findings from customer interactions.
Provide strong partner advocacy within the company.
Ensuring high customer satisfaction by collecting and summarizing survey results and then taking actions to enhance overall satisfaction based on feedback
Qualifications
BS/BA degree or equivalent
5-8 years' experience in technology, with a minimum of 2-3 years managing people
Self-starter with a proven track record of driving customer success and influencing at both the executive and department levels
Outstanding cross-functional collaboration skills
Skilled at problem-solving, decision-making, negotiations, and ability to navigate challenging situations in a professional manner
Familiar with SaaS application support requirements
Strong analytical skills, coupled with the ability to think outside-the-box
Ability to work with minimum direction to achieve goals
Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level
Customer-focused, enthusiastic, positive and service-oriented
Demonstrated ability to lead, develop and motivate personnel
BA/BS Degree in a related discipline or equivalent experience
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.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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