Customer Success Associate Ii - Ciudad de México - Gigamon

Gigamon

Empresa verificada

Ciudad de México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Gigamon, recently certified as a Great Place to Work, helps the world's leading organizations run fast,
stay secure and innovate. We provide the industry's first elastic visibility and analytics fabric, which
closes the cloud visibility gap by enabling cloud tools to see the network and network tools to see the
cloud. With visibility across their entire hybrid cloud network, organizations can improve customer
experience, eliminate security blind spots, and reduce cost and complexity. Gigamon has been
awarded over 90 technology patents and enjoys world-class customer satisfaction with more than
4,000 organizations, including over 80 percent of the Fortune 100 and hundreds of government and
educational organizations worldwide.

Gigamon's Customer Success Team is responsible for ensuring we provide the highest quality
customer experience wherever and whenever our customers need us. The Customer Success Associate
is a part of that team and is a key player in helping our customers achieve their objectives.
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. Partnering with our Sales, Channel
Partners, and Global Services (Professional Services, Education Services, Technical Support) during all
phases of the customers subscription lifecycle, you will ultimately help guide customers to the
successful attainment of their desired business outcomes. You will help them achieve value recognition
and identify customer growth opportunities in-line with their objectives and needs.

Responsibilities:

Influence the customer lifecycle by executing on predefined enablement and nurturing

activities, advocating internally for the customer, and incorporating industry best practices

Proactively manage customer accounts through lifecycle stages
Engage internal resources to assist with enablement or help mitigate any issues
Ensure customer feedback is clearly captured and conveyed internally to enable ongoing

improvement of products and services

Monitor Customer Health Metrics and intervene as early as possible when risks and problems

arise

Improve subscription activation rates, time to value, adoption, 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

Complete ongoing upskilling to meet agreed Key Performance Indicators (KPIs)
Help build scalable Customer Success operations for global customer base
Contribute to ongoing process improvement by providing feedback and suggestions that will

result in increased efficiency and/or improved customer experience

Collaborate cross functionally with our Sales, Channel Partners, Global Services (Professional

Services, Education Services, and Technical Support) teams to deliver an exceptional customer
experience

Qualifications:

24 years of customer service or success / administrative experience: you always want to go

the extra mile to ensure that the customer is happy, and they feel supported

First class attention to detail with excellent organizational skills and a proven work ethic
Highly selfmotivated and able to work autonomously and professionally both remotely and in

an office/team environment (3 days per week), based in Mexico City

Excellent interpersonal and problemsolving skills, determination, and tenacity
Understanding of all aspects of the customer lifecycle
Ability to follow prescriptive processes and react accordingly to new situations
Customercentric and proactive team player that possesses an empathy to drive customer

loyalty and adoption