Customer Success Manager - London, United Kingdom - JumpCloud

Description

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All roles at JumpCloud are Remote unless otherwise specified in the Job Description.

About JumpCloud

JumpCloud helps IT teams and Managed Service Providers (MSPs) Make Work Happen by centralizing management of user identities and devices, enabling small and medium-sized enterprises to adopt Zero Trust security models. JumpCloud has been used by more than 200,000 organizations, including GoFundMe, Grab, ClassPass, Beyond Finance, and Foursquare. JumpCloud has raised over $400M from world-class investors including Sapphire Ventures, General Atlantic, Sands Capital, Atlassian, and CrowdStrike. Our teams are growing fast, too, and we're looking for talent across engineering, sales, customer success, marketing, product management, and more. Join our team of dedicated, passionate, and creative people who are eager to change the IT industry forever.

What you'll be doing:

As a Customer Success Manager, you'll be partnering closely with sales, support, product and engineering teams to deliver a world class customer experience. Partnering with Implementation services, you will oversee customer onboarding, working with customer stakeholders to achieve critical IT objectives in a timely fashion. You will act as a trusted advisor to customers, providing guidance that drives product adoption, driving health and identifying expansion opportunities that benefit your customer's objectives. You will serve as the customer champion as the primary point of contact for all customer needs ensuring issues are receiving the proper attention, features are properly prioritized and sharing product updates that impact your customers' environment.

Your duties and responsibilities will include:

• Understand the customer's requirements, challenges, and what business outcomes and value they are expecting from their investment
• Crafting Success Plans that include agreed upon scope, metrics, onboarding and adoption plans and clear timelines that leads to highly impactful customer outcomes
• Monitor customer health and proactively identify issues by engaging all available resources to resolve the issue and strategically mitigate risk
• Act as the main escalation point for business and technical issues, providing centralized and dedicated ownership within JumpCloud
• Own and execute contract renewals
• Identify expansion opportunities by understanding customer needs and partner with Account Managers to drive expansion opportunities
• Partner with Account Managers to develop joint strategic Account Plans deepening customer relationships and driving additional value
• Maintain an understanding of JumpCloud products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs
• Maintain quantitative and qualitative value that clearly indicates a customer's return on investment
• Conduct business reviews to drive executive engagement by summarizing business value and future growth strategy
• Maintain expertise in the JumpCloud platform product capabilities and how our solutions solve customer IT needs

How success will be measured:

• Onboarding time to value
• Customer health and adoption
• Customer Retention
• Identification of Upsell Opportunities

We're looking for:

• Minimum 2 years of customer facing experience at a Saas company
• Technical acumen in the field of IT preferred (i.e. User Access Management, authentication, device management, MDM, security, system administration, etc)
• Outstanding verbal & written communications and strong listening skills, particularly in the technical IT environment.
• Learning mindset that is always curious
• Excellent problem-solving, multi-tasking, time management and organizational skills, with strong attention to detail
• Bachelor's degree or equivalent experience

#LI-EB1

Where you'll be working/Location:

JumpCloud is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.

You must be located in and authorized to work in the country noted in the job description to be considered for this role.

Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don't go unaddressed.

Why JumpCloud?

If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you JumpCloud is an incredible place to share and grow your expertise You'll work with amazing talent across each department who are passionate about our mission. We're out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You'll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.

One of JumpCloud's three core values is to "Build Connections." To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO

Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud. Please note JumpCloud is not accepting third party resumes at this time.

JumpCloud is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

#LI-Remote #BI-Remote