Customer Success Manager

hace 3 semanas


Ciudad de México, Ciudad de México Gigamon A tiempo completo

About the Role

Gigamon is seeking a highly skilled Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for driving effective communications with direct reports, customers, executives, and internal teams. You will align team deliverables and capabilities with the needs of customers and internal stakeholders, and communicate team value to internal teams as well as sales prospects.

Key Responsibilities

  • Drive continuous process evaluation and improvement within the team, and with other internal teams, to deliver a consistent and excellent customer journey.
  • Lead, develop, and inspire a Customer Success team of direct reports.
  • Organize, monitor, and improve workflows of all teams whose functions support customer retention.
  • Develop and track customer satisfaction and customer success key performance indicators (KPIs).
  • Act as a point of escalation in support of Success Managers for customer issues and complaints in order to drive them to successful resolution internally.
  • Advocate on behalf of customers for changes to Gigamon's products and services that are most valuable to customers.

Requirements

  • BA/BS quantitative/technical degree, or equivalent.
  • 5+ years experience managing Success teams.
  • 5+ years of experience in customer-facing roles such as customer success, customer support, professional services, or similar.
  • Proven track record in coordinating internal departments and resources to solve complex customer support or implementation problems.

About Gigamon

Gigamon is a leading provider of network visibility and analytics solutions. We are committed to a diverse, equitable, and inclusive workplace, and we welcome applications from candidates of all backgrounds.


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