Customer Success Manager

November 18

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Itential

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SaaS • Enterprise • Telecommunications

Itential is a leading SaaS platform that focuses on hybrid cloud network automation and orchestration. The company provides products designed to simplify the management of hybrid networks and automate workflows across IT systems and infrastructure, offering solutions for network automation, orchestration, and infrastructure as a service. Itential's platform is utilized by various industries, including financial services, healthcare, public sector, and managed services, to streamline operations, enhance service delivery, and drive innovation through advanced automation processes.

201 - 500 employees

Founded 2014

☁️ SaaS

🏢 Enterprise

📡 Telecommunications

💰 Convertible Note on 2022-02

📋 Description

• Serve as the strategic partner to customers throughout the customer lifecycle, cultivating relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal calls and relevant notesd tracking execution to help achieve goals for platform usage and proactively work with customers and Itential staff when issues threaten the health of the relationship • Utilize tooling (Salesforce, Confluence, JIRA, etc.) to track key account data, opportunities, and for logging calls and relevant notes • Facilitate customer onboarding sessions as part of enablement and ongoing product adoption in partnership with Customer Success Engineers • Act as a communications liaison between Product Support, Professional Services, Product Engineering, Product Management, and Customers • Promote customer satisfaction and loyalty by demonstrating an understanding of the Customers' business needs and helping them achieve their objectives using the Itential portfolio • Educate customers on the use and benefits of Itential solutions • Exemplify the voice of the customer, advocating on their behalf for issue resolution and new feature prioritization • Provide customers with information and assistance regarding product updates and new features

🎯 Requirements

• Bachelor's degree in Business Administration, Communications, Management Information Systems, Computer Science, or equivalent experience required • 5+ years in a Customer Facing role in a Network or Software company required • Experience in a Software Development Environment required • Ability to build rapport with customer champions and work colleagues in a remote setting • Exceptional ability to communicate, identify account churn risks and proactively drive issue resolution • Networking, Software, or Automation Technical skills required, as they relate for the use of the products and services to be sold • Knowledge of IT key concepts (network management, infrastructure, software development, cloud computing, etc.) • Strong time management, accountability, and personal organization are essential • Experience analyzing and optimizing the existing processes in the Customer Success department • Deep understanding of customers concerns and thoughts regarding the use of products and services • Experience with the Microsoft Office Suite (Word, Excel, PowerPoint); Salesforce; Confluence; JIRA • Passion for learning new technology and evangelizing to others.

🏖️ Benefits

• ADA Accommodation: Itential is committed to providing reasonable accommodations to qualified individuals with disabilities • Equal Opportunity: Itential is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind • Up to 15% travel for customer meetings and training sessions