Customer Success Specialist

hace 15 horas

Xico, México Gigamon A tiempo completo
Job Description

Gigamon's Customer Success Team plays a pivotal role in delivering exceptional customer experiences. As a key member of this team, the Customer Success Associate will be responsible for ensuring our customers achieve their desired business outcomes.

About the Role:

  • 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 deployment rates, time to value, adoption, revenue retention, renewal rates, and 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 a 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.

About You:

  • You are fluent in English for business.
  • You possess a deep understanding of major concepts of customer service excellence.
  • Your first-class attention to detail, combined with excellent organizational skills, showcases your proven work ethic.
  • Highly self-motivated and able to work autonomously and professionally both remotely and in an office/team environment.
  • Exhibit excellent interpersonal and problem-solving skills, along with determination and tenacity.
  • Your ability to follow prescriptive processes and adapt to new situations is a testament to your flexibility.
  • As a customer-centric and proactive team player, you possess an empathy that drives customer loyalty and adoption.
  • Exceptional follow-through characterizes your ability to manage simultaneous and competing customer requests in a high-paced environment.
  • A process-oriented mindset defines your approach.
  • You demonstrate a strong desire for continuous learning and development.

Requirements:

  • 0-2 years of valuable customer service or success/administrative experience.
  • Comfortable working with computer programs such as email, with an aptitude to learning MS Office 365 Suite, Zoom, Slack, CRM & Customer Success, and other collaboration tools in a fast-paced environment.
  • Must have a reliable home internet connection capable of video-conferencing and streaming media without disruption.
  • Available to work Central Time zone business hours.

Salary Estimate:$65,000 - $85,000 per annum, depending on experience and qualifications.

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