Customer Success Manager - Ciudad de México - Gigamon

Gigamon

Empresa verificada

Ciudad de México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Gigamon, 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 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 them achieve value recognition and identify expansion opportunities in-line with their objectives and needs.

Responsibilities:

Develop a trusted advisor relationship with our customersso that we are aligned with their business strategy and goals
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
Drive and own conversations pertaining to our customers' Cloud journey. Work with other Gigamon resources to ensure that customer issues are resolved and outcomes are delivered
Ensure customer feedback is clearly captured and conveyed internally to enable continuous value delivery and improvement of products and services
Increase subscription revenue retention, renewal rates, and reduce churn
Influence future lifetime value through higher product adoption
Improve overall customer satisfaction and drive new business growth tailored to customer outcomes, through trustedadvocacy and referenceability
Collaborate cross functionally with Sales, Channel Partner, Product Management, Engineering, Professional Services, Education Services, Technical Support, and Renewals teams to deliver an exceptional customer experience

Qualifications:

57 years' experience in a customer facing role focused on providing an exceptional service or success experience you always want to go the extra mile to ensure that the customer is happy, and they feel supported
Excellent English language written, communication, and presentation skills
Highly selfmotivated, able to work autonomously and professionally, whether remotely or in an office/team environment in accordance with company and team policy
Ability to work as part of a team of driven Customer Success professionals work collaboratively to build trust and contribute positively to the team's objectives and goals
Working knowledge of the Cloud and networking markets. Knowledge of the Security space is a plus
Deep and effective understanding of all aspects of the customer lifecycle
Ability to manage influence through persuasion, negotiation, and consensus building
Customercentric and proactive team player that possesses an empathy to drive customer loyalty and adoption
Exceptional followthrough with the ability to drive simultaneous and competing customer requests in a highpaced environment
Proven background in the ability to execute despite ambiguity and obstacles
Outstanding customer service skills with the ability to make tradeoff decisions
Deep understanding of value drivers in recurring revenue business models
Analytical and processoriented mindset
Demonstrated desire for continuous learning and improvement
Relevant Bachelor's degree or level of experience
A reliable home internet connection, capable of videoconferencing and streaming media without disruption is a MUST HAVE