Sr. Customer Success Manager
Job Summary
Job Description
As a Senior Customer Success Manager, you will develop relationships with customers to align with their business goals. You will map customer journeys, identify improvement opportunities, and advocate for the customer. You will also maintain customer health scores, assist in escalations, and collaborate with various teams to deliver exceptional customer experiences. This role involves increasing revenue retention and driving new business growth. The job requires a strong understanding of customer lifecycles and the ability to work in a fast-paced environment. You will be supporting our customer base in the Asia Pacific region. This is an individual contributor position and does not have direct reports.
Must have:
- Develop trusted advisor relationships with customers to align with their goals.
- Maintain customer usage and create customer health scores.
- Partner with sales and renewals teams for opportunities.
- Capture and convey customer feedback internally for improvements.
- Possess strong communication skills, both verbal and written.
3 skills required
Job Details
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.
- You will be supporting our customer base in the Asia Pacific region.
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 to Mexico, the US and within Asia.
- You have the ability to begin your work-day at 5:30 AM IST to support our customers across the Asia Pacific region during their business hours
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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