SaaS Customer Success Manager
Micro Focus
San Jose, Costa Rica
hace 4 días

Job Description :

Multi-Lingual Customer Success Manager

About The Role

At Micro Focus, the customer success manager willunderstand customer outcomesthrough ongoing collection and analysis of data and feedback and turn this into on boarding and retention strategies as well as feed into the product road map.

Theyll be involved in all aspects of support, account management, educating customers and more. All team members look to customer success for input across all key decisions.

  • Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback
  • Represent the voice of the customer to provide input into every core product, marketing and sales process
  • Own the customer renewals and ensure they are processed in time to ensure continued customer access to the service in addition to the identification of expansion opportunities.
  • Serve as the primary contact for the on boarding of new customers,
  • Collaborate with Product Management, Engineering, Product Specialists and Professional services to ensure customers transition to the SaaS platform as quickly and efficiently as possible.
  • Proactively monitor customer adoption, usage, support requests, SLA / SLOs and act as an escalation contact point for service issues until satisfactory resolution.
  • Gauge customers levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
  • Ensure customer interactions are effectively captured within CRM tools to facilitate meaningful Customer health measures.
  • Proactively identify action plan requirements for customers at risk.
  • Experience

  • 2+ years customer success or account management experience in a SaaS or software company.
  • Proven track record of working in a customer facing role
  • Ability to learn the Security SaaS offerings in detail including the typical use cases and value proposition.
  • Skills And Qualifications

  • Educated to degree level
  • Experience working with, and managing, stakeholders and customers
  • A high level of accuracy and attention to detail is required
  • Excellent communication and interpersonal skills
  • Flexible approach, able to operate effectively with uncertainty and change
  • Driven, self-motivated, enthusiastic and with a can do attitude
  • Multi-lingual capabilities would be an advantage.
  • LI-LV1

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