Customer Success Manager (US Public Sector)
Job Summary
Job Description
Gigamon is seeking a Customer Success Manager focused on the US Public Sector. The role involves ensuring a high-quality customer experience, guiding customers through their journey with Gigamon technology, and acting as their advocate. Responsibilities include partnering with sales and channel partners, onboarding customers, helping them achieve business outcomes, identifying expansion opportunities, and conveying customer feedback to improve products and services. The goal is to increase subscription revenue retention, renewal rates, and reduce churn, while driving product adoption and overall customer satisfaction. The position collaborates with various internal teams like Sales, Product Management, Engineering, and Support to deliver an exceptional customer experience.
Must have:
- Focus support for US Public Sector customers
- Develop trusted advisor relationships with customers
- Influence customer lifecycle and advocate internally
- Maintain customer usage and adoption data
- Assist account and support teams with escalations
- Partner with Sales, Channel Partners, and Renewals teams
- Capture and convey customer feedback
- Increase subscription revenue retention and reduce churn
- Improve product adoption and customer satisfaction
- Collaborate cross-functionally with internal teams
- Working knowledge of cybersecurity, cloud, and networking markets
- Deep understanding of the customer lifecycle
- Ability to manage and influence through persuasion
- Customer-centric and proactive team player
- Exceptional follow-through and handle competing requests
- Ability to execute despite ambiguity and obstacles
- Strong communication and presentation skills
- Ability to travel within the US
- Resides in the Washington D.C area or Eastern time zone
Good to have:
- Relevant Bachelor's degree or extensive experience
- Deep understanding of value drivers in recurring revenue models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Outstanding customer service skills and trade-off decision-making
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:
- Focus support for US Public Sector customers
- 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.
- Resides in the Washington D.C area or in a location in US Eastern time zone.
As an equal opportunity employer, all applicants will receive consideration 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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