Manager - Customer Success - IT

Who are you?

You are a Customer Success Manager/Account Manager who will build relationships with key stakeholders, act as an escalation point for issues that impact clients' success, and respond to retention risks and opportunities. As a CSS, you aim to increase product adoption, retain customers, increase revenue, and ultimately, help customers succeed. So if you have a passion for technology and wish you could find a career to blend your passion for tech with your strong interpersonal skills then this is your opportunity.

What You Will Be Doing?

1. Build deep relationships and drive product adoption:

- Work along with our customers in the US. Establish connections with engineers utilizing the Squadcast platform.

- Engage with customers in a dedicated and regular manner e.g. in quarterly business reviews, roadmap presentations, onboarding sessions, and product training.

- Understand and document the customer's organization, needs, goals, and challenges.

- Educate and train customers on the best ways to use our product and its new features.

2. Retain customers:

- Analyze product usage data to actively take necessary actions to improve product adoption and reduce churn

- Diagnose and identify gaps in the customer's product setup and processes. Evangelize and guide customers to implement improvements.

- Develop creative solutions in collaboration with technical experts in case the standard feature set is not sufficient to meet customer needs.

- Understand and validate the feature requests that you receive from customers and collaborate with internal teams to improve customer experience.

3. Inspire customer growth and advocacy

- Work together with different teams to discover opportunities for growth and drive net expansion.

- Promote awareness of Squadcast latest updates and motivate customers to become references, participate in events, and contribute to case studies.

- Find new and creative ways to create "moments of wow" for our customers

Skills required for the role:

- 1- 3 years of prior work experience as a customer success manager or account manager

- Self-motivated and efficient at work. Capable of meeting deadlines. Able to work independently as well as part of a team.

- Able to communicate clearly and with empathy to become a trusted advisor for our clients.

- Collaborate effectively with different internal teams (e.g., sales, marketing, product, support, engineering, etc.).

- You enjoy learning to keep up with changing industry trends

- You understand the software development lifecycle, DevOps principles, or IAAS/PAAS

- You combine an analytical mindset with a can-do attitude. You can identify root causes and develop adequate solutions quickly.

- You can manage multiple projects at ease and can quickly switch contexts from technical to business topics.