Customer Success Manager

hace 2 meses

Ciudad de México Gigamon A tiempo completo

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 touch-points 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 reference-ability
- 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**:

- 5-7 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 self-motivated, 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
- Customer-centric and proactive team player that possesses an empathy to drive customer loyalty and adoption
- Exceptional follow-through with the ability to drive simultaneous and competing customer requests in a high-paced environment
- Proven background in the ability to execute despite ambiguity and obstacles
- Outstanding customer service skills with the ability to make trade-off decisions
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Relevant Bachelor’s degree or level of experience
- A reliable home internet connection, capable of video-conferencing and streaming media without disruption is a MUST HAVE

LI-RT-1
- #MEXICO
- #MEXICOCITY

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