Ogłoszenie numer: 1587853, from 2017-04-07
Ammeon
Ammeon is a services and solutions partner that helps organisations grasp the opportunities presented by emerging technologies and maintain that leading edge. Our end-to-end set of consulting, learning and technology services and solutions enables our customers to derive value from DevOps, Cloud and related fields. We believe the future should never leave our customers behind and we are committed to realising this vision. If this sounds good to you – join us.
Customer Success Manager
Location: mazowieckie
Job description
About the role:
With this role you have the opportunity to work remotely from Poland when not on a customer site. We will require successful candidates to spend 75% of their time onsite in the EU with customers.
Responsibilities:
- Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging our solution to achieve maximum business value.
- Develop and maintain success plans for customers that outline the critical success factors, metrics for success, potential issues, and action plans.
- Maintain documentation of Customer’s environments to assist support engineers and service teams in better serving Customer’s needs
- Manage and drive issue escalation through the Operations Support and Engineering organisations
- Provide timely account or issue executive summary status reporting both to customers and management.
- Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
- Prepare and educate customers on new features and releases.
- Keep customers informed of process and procedural changes.
- Personalise best practices to customers including: reference architectures, change management, and operational support.
- Monitor adoption and utilisation trends, work closely with customer and teams to address adoption blockers.
- Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
- Identify new product, training, and service opportunities and facilitate transitions following initial or follow-on deployments.
Requirements
- Five or more years of experience in a B2B Customer Success Management, Technical Account Management or Sales Engineering role, building strong relationships with Fortune 500 companies.
- Proven ability to work effectively across corporate functions (e.g. Sales, Services, Product Management, and Development).
- Ability to translate business goals and issues into actionable plans and solutions.
- Ability to manage customer escalations (internally and externally) and negotiate resolution.
- Excellent problem solving skills, including issue tracking, triaging and crisis management.
- Exceptional English verbal and written communication skills, including the ability to lead and facilitate meetings.
- Solid understanding of cloud architecture and technologies.
- Hands-on technical experience with Cloud technologies.
- Broad in multiple disciplines is a plus: business/operations reviews, process improvement, technical support and data centre operations, software development and deployment, business consulting.
- Bachelor degree required, at a minimum. Business or technical degree preferred.
- Fluent German and English language skills
We offer
- Competitive salary
- Healthcare (Applies to permanent roles only)
- Excellent opportunities to experiment with new technologies
- Learning and development opportunities
- Staff technical talks
- Regular staff competitions
- Ammeon is an equal opportunities employer. Ammeon reserves the right to request an employee to be flexible in his or her duties when the business needs require it.