Customer Success Manager United Kingdom (Remote)
Customer Success Manager United Kingdom | Jumpcloud |UK
All roles at JumpCloud are Remote unless otherwise specified in theJob Description.
All roles at JumpCloud are Remote unless otherwise specified in theJob Description.About JumpCloudJumpCloud helps IT teams and Managed Service Providers (MSPs) Make WorkHappen by centralizing management of user identities and devices,enabling small and medium-sized enterprises to adopt Zero Trust securitymodels. JumpCloud has been used by more than 200,000 organizations,including GoFundMe, Grab, ClassPass, Beyond Finance, and Foursquare.JumpCloud has raised over $400M from world-class investors includingSapphire Ventures, General Atlantic, Sands Capital, Atlassian, andCrowdStrike. Our teams are growing fast, too, and we’re looking fortalent across engineering, sales, customer success, marketing, productmanagement, and more. Join our team of dedicated, passionate, and creativepeople who are eager to change the IT industry forever.What you’ll be doing:As a Customer Success Manager, you’ll be partnering closely with sales,support, product and engineering teams to deliver a world class customerexperience. Partnering with Implementation services, you will overseecustomer onboarding, working with customer stakeholders to achieve criticalIT objectives in a timely fashion. You will act as a trusted advisor tocustomers, providing guidance that drives product adoption, driving healthand identifying expansion opportunities that benefit your customer’sobjectives. You will serve as the customer champion as the primary point ofcontact for all customer needs ensuring issues are receiving the properattention, features are properly prioritized and sharing product updatesthat impact your customers’ environment.Your duties and responsibilities will include:Understand the customer’s requirements, challenges, and what businessoutcomes and value they are expecting from their investmentCrafting Success Plans that include agreed upon scope, metrics, onboardingand adoption plans and clear timelines that leads to highly impactfulcustomer outcomesMonitor customer health and proactively identify issues by engaging allavailable resources to resolve the issue and strategically mitigateriskAct as the main escalation point for business and technical issues,providing centralized and dedicated ownership within JumpCloudOwn and execute contract renewalsIdentify expansion opportunities by understanding customer needs andpartner with Account Managers to drive expansion opportunitiesPartner with Account Managers to develop joint strategic Account Plansdeepening customer relationships and driving additional valueMaintain an understanding of JumpCloud products and industry knowledge toeffectively drive greater customer engagement on the most relevantfeatures/functionality for their specific business needsMaintain quantitative and qualitative value that clearly indicates acustomer’s return on investmentConduct business reviews to drive executive engagement by summarizingbusiness value and future growth strategyMaintain expertise in the JumpCloud platform product capabilities and howour solutions solve customer IT needsHow success will be measured:Onboarding time to valueCustomer health and adoptionCustomer RetentionIdentification of Upsell OpportunitiesWe’re looking for:Minimum 2 years of customer facing experience at a Saas companyTechnical acumen in the field of IT preferred (i.e. User Access Management,authentication, device management, MDM, security, system administration,etc)Outstanding verbal & written communications and strong listeningskills, particularly in the technical IT environment.Learning mindset that is always curiousExcellent problem-solving, multi-tasking, time management andorganizational skills, with strong attention to detailBachelor’s degree or equivalent experience#LI-EB1Where you’ll be working/Location:JumpCloud is committed to being Remote First, meaning that you are able towork remotely within the country noted in the Job Description.You must be located in and authorized to work in the country noted in thejob description to be considered for this role.Please note: There is an expectation that our engineers participatein on-call shifts. You will be expected commit to being ready and able torespond during your assigned shift, so that alerts don’t gounaddressed.Why JumpCloud?If you thrive working in a fast, SaaS-based environment and you arepassionate about solving challenging technical problems, we look forward tohearing from you! JumpCloud is an incredible place to share and grow yourexpertise! You’ll work with amazing talent across each department who arepassionate about our mission. We’re out of the box thinkers, so yourunique ideas and approaches for conceiving a product and/or feature will bewelcome. You’ll have a voice in the organization as you work with aseasoned executive team, a supportive board and in a proven market that ourcustomers are excited about.One of JumpCloud’s three core values is to “Build Connections.”To us that means creating ” human connection with each otherregardless of our backgrounds, orientations, geographies, religions,languages, gender, race, etc. We care deeply about the people that we workwith and want to see everyone succeed.” – Rajat Bhargava,CEOPlease submit your résumé and brief explanation about yourself and whyyou would be a good fit for JumpCloud. Please note JumpCloud is notaccepting third party resumes at this time.JumpCloud is an equal opportunity employer. All applicants will beconsidered for employment without attention to race, color, religion, sex,sexual orientation, gender identity, national origin, veteran or disabilitystatus.#LI-Remote #BI-RemoteTagged as: remote, remote job, virtual, Virtual Job,virtual position, Work at Home, work from home
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