Customer Success Manager, Scaled - Fixed Video and Access
New
US RemoteFull-TimeMiddle
Salary70,000 - 90,000 USD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- Salesforce
Requirements
- 3+ years of account management and/or customer success experience in a SaaS company
- Extensive Salesforce experience
- Organized and able to manage several queues of new customer requests (slack, google form)
- Able to manage 10-20 new customer onboards at one time and move them through the customer lifecycle
- Knowledge of the security industry
- Knowledge of change management practices for helping customers implement new systems
- Excellent verbal and written communication skills
- Experience in communicating product value propositions and building trust with customers
- Demonstrated analytical capabilities for reporting and metrics gathering
- A collaborative team player with a positive attitude
- Self-starter that can continuously motivate themselves and others to support their end users
- Preferred experience in the sales channel in a technology focused industry
- Preferred understanding of video or access control systems, networking and storage background, other security products or services
- Preferred experience in Gainsight or other CS Tools
Responsibilities
- Execute on established scaled strategies to elevate the new customer onboarding experience
- Establish early relationships between end users and Avigilon Motorola
- Create a roadmap for helping customers meet their product objectives
- Focus on the key metric of driving time-to-value and ROI by enabling rapid and successful onboarding, adoption, and business value for customers
- Deliver the onboarding playbook including quickly building rapport with new end users, understanding their business use case and goals, delivering new user product training, and ensuring customers have the resources needed to be successful in their role
- Monitor a high volume of customer accounts (±1000) for key risk measures, growth opportunities and overall health and demonstrate strong account management capabilities to drive lifetime customer value
- Proactively engage sales and partner communities to drive awareness of Customer Success and bring in new end users to the program
- Lead cross-functional collaboration with sales, support, and product teams to ensure proper feedback, escalations and key feature requests are managed with product teams
- Spread awareness of Customer Success across the sales and partner community by delivering presentations about the program and outcomes for customers
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