Customer Success Associate

hace 2 semanas

Ciudad de México Gigamon A tiempo completo

Gigamon, recently 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 Team is responsible for ensuring we provide the highest quality customer experience wherever and whenever our customers need us. The Customer Success Associate is a part of that team and is a key player in helping our customers achieve their objectives.

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. Partnering with our Sales, Channel Partners, Professional Services, and Success Managers during all phases of the customers subscription lifecycle, you will ultimately help guide customers to the successful attainment of their desired business outcomes. You will help them achieve value recognition and identify customer growth opportunities in-line with their objectives and needs.

**Responsibilities**:

- Influence the customer lifecycle by executing on predefined enablement and nurturing activities, advocating internally for the customer, and incorporating industry best practices
- Engage internal resources to assist with enablement or help mitigate any issues
- Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services
- Provide operational execution of Customer Success initiatives such as tracking usage, adoption, and consumption information to create a customer health score and dashboards
- Improve subscription activation rates, time to value, adoption, revenue retention, renewal rates, & reduce churn
- Influence future lifetime value through higher product adoption.
- Improve overall customer satisfaction and drive new business growth through greater advocacy & reference-ability
- Complete ongoing up-skilling to meet agreed Key Performance Indicators (KPIs)
- Help build scalable Customer Success operations for global customer base
- Contribute to ongoing process improvement by providing feedback and suggestions that will result in increased efficiency and/or improved customer experience
- Collaborate cross functionally with our Sales, Channel Partners, and Global Services (Professional Services, Education Services, Technical Support) teams to deliver an exceptional customer experience

**Qualifications**:

- 1-3 years of customer service or success / administrative experience: you always want to go the extra mile to ensure that the customer is happy, and they feel supported
- Understanding major concepts of customer service excellence
- First class attention to detail with excellent organizational skills and a proven work ethic
- Highly self-motivated and able to work autonomously and professionally remotely (at first) and in an office/team environment in accordance to return to office (RTO), based in Mexico City
- Excellent interpersonal and problem-solving skills, determination, and tenacity
- Ability to follow prescriptive processes and react accordingly to new situations
- 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
- Process-oriented mindset
- Demonstrated desire for continuous learning and development
- Available to work U.S. business hours
- A reliable home internet connection capable of video-conferencing and streaming media with not disruption
- Fluent English language

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