Customer Success Manager
Job Summary
Job Description
Gigamon is seeking a Customer Success Manager to ensure a high-quality customer experience, guiding them in learning, adopting, and maximizing their Gigamon technology investment. You will act as the customer's voice and advocate, partnering with sales and channel partners from the sales cycle through onboarding and helping customers achieve business outcomes. Responsibilities include building trusted advisor relationships, mapping customer journeys, standardizing touchpoints, identifying improvement opportunities, advocating internally, and incorporating best practices. You will also maintain customer usage information, assist with key escalations, partner with sales and renewals teams, capture customer feedback for product improvement, increase subscription revenue retention and renewal rates, reduce churn, influence lifetime value through product adoption, and improve customer satisfaction to drive new business growth. You will collaborate with Sales, Channel Partners, Product Management, Engineering, Professional Services, Education Services, and Technical Support teams. This is an individual contributor role.
Must have:
- Bachelor's degree or equivalent experience
- 5+ years of customer success experience
- Understanding of recurring revenue business models
- Analytical and process-oriented mindset
- Desire for continuous learning
- Excellent communication and presentation skills
- Working knowledge of cybersecurity, cloud, and networking markets
- Ability to manage and influence through persuasion
- Customer-centric and proactive team player
- Exceptional follow-through and ability to handle competing requests
- Proven ability to execute despite ambiguity
- Outstanding customer service skills
- Strong verbal and written communication skills in English
- Ability to travel within the US
6 skills required
Job Details
Description
At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.
Gigamon’s Customer Success Manager is responsible for ensuring we provide the highest quality customer experience wherever and whenever our customers need us.
Gigamon’s Customer Success Manager is responsible for ensuring we provide the highest quality customer experience wherever and whenever our customers need us.
You will walk the path with our customers on their journey to learn, adopt, and maximize their Gigamon technology investment. You are their voice and advocate. From partnering with our Sales and Channel Partners during the sales cycle to onboarding our customers and, ultimately, helping guide them to the successful attainment of their desired business outcomes, you will help customers achieve value recognition and identify expansion opportunities in-line with their objectives and needs.
What you’ll do:
- Develop a trusted advisor relationship with our customers so that we are aligned with their business goals and strategy.
- Influence the customer lifecycle by mapping the customer journey, standardizing touchpoints for each stage in their journey, identifying opportunities for continuous improvement, advocating internally for the customer, and incorporating industry best practices.
- Maintain customer usage, adoption, and consumption information to create a customer health score.
- Lead focus assisting the account and support teams with key escalations.
- Partner closely with our Sales, Channel Partners, and Renewals teams to ensure alignment and provide information on new opportunities and customer outcomes.
- Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services.
- Increase subscription revenue retention, renewal rates, & reduce churn.
- Influence future lifetime value through higher product adoption.
- Improve overall customer satisfaction and drive new business growth through greater advocacy & reference-ability.
- Collaborate cross functionally with our Sales, Channel Partners, Product Management, Engineering, Professional Services, Education Services, and Technical Support teams to deliver an exceptional customer experience.
This is an individual contributor position and does not have direct reports.
What you’ve done:
- You hold a relevant Bachelor's degree or bring a wealth of experience to the table.
- 5+ years of overall experience in customer success
- Your deep understanding of value drivers in recurring revenue business models is reflected in your past accomplishments.
- An analytical and process-oriented mindset has characterized your approach in your previous roles.
- You have demonstrated a consistent desire for continuous learning and improvement throughout your career.
- Your excellent communication and presentation skills have been evident in the successful execution of various tasks and projects.
Who you are:
- You possess a working knowledge of the cybersecurity, cloud, and networking markets.
- With a deep and effective understanding of all aspects of the customer lifecycle, you navigate it seamlessly.
- Your ability to manage and influence through persuasion, negotiation, and consensus building sets you apart.
- As a customer-centric and proactive team player, you bring an empathy that drives customer loyalty and adoption.
- Exceptional follow-through characterizes your ability to handle simultaneous and competing customer requests in a high-paced environment.
- Your proven background showcases the ability to execute despite ambiguity and obstacles.
- You exhibit outstanding customer service skills, coupled with the ability to make trade-off decisions.
- You possess strong communications skills, both verbally and written, and are professionally proficient in English for both business and technical conversations.
- You have the ability to travel within the US.
As an equal opportunity employer, all applicants will consider for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, veteran status, or any other protected characteristic under applicable federal, state, and/or local law.
If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.
The privacy rights of all individuals including job applicants and candidates are very important to us. Our Gigamon Applicant Privacy Policy, will inform you about how Gigamon Inc. and its direct and indirect subsidiaries collect, use, store, or otherwise process personal information about job applicants and candidates, including through your access and/or use of our careers website and third-party job websites (e.g. LinkedIn, Indeed, Glassdoor, Naukri, etc.).
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