Customer Success Manager| Remote| ServiceRocket
JOB TITLE: Customer Success Manager
LOCATION: Remote (Offices located in Palo Alto USA, Kuala Lumpur Malaysia, Sydney Australia, Santiago Chile, Toronto Canada)
JOB DESCRIPTION: Workplace from Facebook is fast becoming the leading communication platform for organizations globally. Our mission is to be coveted by our customers as the single most reliable partner in the acceleration of their growth. As a Customer Success Manager, you will help our customers achieve the most out of their Workplace investment. Our customers will rely on you to build success plans to achieve their goals.
How? This is how. Through three main responsibilities and goals.
- Customer on-boarding: Onboarding customers includes helping with the co-ordination and managing of their launch. During this process, you will gather customer goals, needs and requirements and guide the customer through the ServiceRocket journey. You will work closely with our Licensing, Apps, Professional Services, Managed Services and Client Partners to ensure the Customer Experience is a delightful one!
- GOAL: Minimise and optimise a customer's time to first value
- Success planning and execution: After the customer reaches first value, you will work with your assigned customers to progress towards achieving their success plans. Depending on your assigned customer segment, you will run regular check-ins and/or quarterly business reviews to monitor progress towards goals, analyse results data with your customers, and plan future goals and actions for improvement.
- GOAL: Help customers achieve the goals set in their success plans
- Account planning, renewals and expansions: You will perform account planning activities to search for ways to renew and expand relationships with customers. This could include helping with workshopping to understand some of their business problems, or helping them grow so that they need to upgrade their tiers of service. Your first priority is always to help customers grow and achieve their goals with Workplace from Facebook at ServiceRocket.
- GOAL: Help customers identify programs which help build long term relationships through renewals and upsell.
JOB RELATIONSHIP TO YOU: This role would report directly to myself (I am the Manager of Customer Success) and would be part of a growing team of CSMs that service our Workplace by Facebook partner practice. From a growth perspective, we have numerous partner practices which offer flexibility and mobility within the customer success organization to get a variety of experiences working with different platforms and lines of business. We are looking to build a world-class customer success organization and are in need of people who want to make a huge impact quickly.
WHY SHOULD YOU JOIN US: Working at ServiceRocket is more than a job. Our five core values drive our actions and work environment. Our employees, the Rocketeers, fuel our success. But don't just take our word for it – Explore what it's like to wear the rocket. Our culture is out of this world and our biggest commitment as a company is to develop rocketeers and help people do their best work.
ABOUT OUR COMPANY: ServiceRocket is trusted by thousands of enterprises, helping them get the most out of their software and transforming the way they do business. Headquartered in Palo Alto with offices in Sydney, Santiago, London, Toronto, and Kuala Lumpur, our products and services help clients accelerate alignment, reduce friction, and connect with their teams, partners and customers. Learn amore about us a here.
TAGS: #CSM #remote #workplace #facebook #global
Please connect and message me here or on LinkedIn so that we can chat!
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