Customer Success Manager

Your day to day:

• Customer Success
• Deliver an elite customer experience by employing a customer-centric approach in managing our Direct End Customers.
• Build close relationships with customers to understand their needs with the goal of maximizing value.
• Proactive outreach and engagement with Zadara’s existing Direct End Customers to ensure continued adoption and satisfaction.
• Serve as the voice of the customer within the organization, sharing feedback with product and engineering teams.
• Design and execution of personalized customer success plans for each customer.
• Develop and execute strategic account plans to drive customer satisfaction, retention, and growth.
• Own all aspects of customer relationships including retention, expansion and satisfaction.
• Manage the renewal experience and identify and define new opportunities aligning the customers’ objectives and Zadara solutions.
• Provide training sessions and resources to help customers utilize our cloud solutions effectively.
• Address customer inquiries and resolve issues promptly, leveraging support teams as needed.
• Performance Tracking
• Experience implementing customer success metrics around adoption, expansion and retention.
• Leverage data insights to manage progress, performance, and priorities.
• Capture and analyze customer feedback to navigate the resolutions of issues in a timely manner.
• Collaborate with internal stakeholders such as delivery engineers, and Product to analyze customer feedback and guide customer success.
• Create and present reports on customer progress and outcomes.

What you bring:

• 5+ years of experience in customer success, account management, or a related role, preferably in the SaaS/cloud industry.
• Strong technical aptitude and the ability to understand and communicate technical concepts.
• Knowledge of storage technologies and protocols (RAID, NFS, SMB, iSCSI, FC).
• Able to learn fast and have a deep understanding of the company’s products and services.
• Excellent communication and interpersonal skills.
• Proven ability to manage multiple projects and prioritize effectively.
• Analytical mindset with the ability to derive insights from data.
• Adaptable, understand an impending change and keep an open mind.

Your education:

• Bachelor’s degree in Business, Information Technology, or a related field or equivalent experience.

Nice to haves :

• Worked in a Cloud/Cloud Related field