Customer Success Manager II

Job Description:

• Ensure new customers are onboarded successfully through initial best practices, engagement, and platform walkthroughs
• Become an Egnyte product expert and showcase product offerings to drive positive business outcomes
• Monitor customer account performance metrics and resolve open issues
• Organize and execute deployment and adoption strategies with account managers based on client goals and KPIs
• Provide post-upsell resources regarding additional features and functionality
• Create and execute data-driven working documents and process documentation
• Forecast risk and opportunity throughout the customer lifecycle
• Facilitate communication on account inquiries between customers and company resources
• Maintain awareness of service matters, including technical implementations and activities
• Work with account teams on at-risk customer renewals
• Relay customer feedback on product functionality and support to internal stakeholders
• Ensure Egnyte best practices and methodologies are consistently followed
• Report directly to the Senior Manager of Customer Success

Requirements:

• 3+ years of relevant industry experience
• Highly customer service orientated and passion for helping to resolve customer issues
• Ability to stay up to date on product features and how they create customer value
• Desire to build new processes inside a larger, high-growth organization
• Ability to perform highly and flexibly in a dynamic environment
• Ability to analyze and interpret data using multiple tools (spreadsheets, BI, reports, etc.)
• Ability to formulate action plans based on analysis
• Bachelor’s degree from an accredited college or university

Benefits:

• Annual performance-based bonus targeted at 15% of base salary
• Competitive salaries and comprehensive benefits
• Flexible hours
• Generous time off (RTO, Responsible Time Off)
• Paid holidays and sick time
• 401(k) with company match
• Health Savings Account (HSA) with a generous employer contribution
• Flexible Spending Account (FSA) options
• Up to 12wks of paid Parental Leave
• 10wks Adoption Leave
• Gym reimbursement
• Cell phone reimbursement
• Internet reimbursement
• Free well-being apps such as Spring Health for Guardian
• Employee Assistance Program (EAP)
• Discounted pet insurance, electronics, theme park tickets, travel, plus more
• Your own Egnyte account with lifetime access
• HealthJoy benefits navigation app
• One Medical virtual care
• Modern and collaborative offices