Customer Success Manager

Egnyte is a secure multi-cloud platform for content security and governance that helps organizations protect and collaborate on their valuable content. The Customer Success Manager will drive product adoption, maintain partnerships, and manage day-to-day activities with strategic customers to ensure retention and customer satisfaction.

Responsibilities:

• Ensure that new customers are onboarded successfully via an initial best practices engagement and platform walkthroughs
• Become an Egnyte product expert, understanding and showcasing how our product offerings work to drive positive business outcome for our clients
• Monitor customer account performance metrics and remedy any open issues to ensure timely resolution and a great customer experience
• Work closely with account managers to organize and execute deployment and adoption strategies based on client goals and KPIs
• Provide post-upsell resources to customers regarding additional features and functionality to ensure immediate time-to-value
• Create and execute data-driven, dynamic working documents and deliver process documentation
• Forecast both risk and opportunity throughout the customer lifecycle
• Facilitate and ensure effective communication on all account inquiries between the customer and all appropriate company resources
• Maintain awareness of all service matters including technical implementations and activities
• Work with various account teams to achieve success with at-risk customer renewals
• Relay customer feedback regarding product functionality and support to internal stakeholders
• Ensure that Egnyte’s best practices and methodologies are met on a consistent basis
• Will report directly to the Sr. Manager of Customer Engagement

Requirements:

• Highly customer service orientated and passion for helping to resolve customer issues
• Curious and a continuous learner – ability to stay up to date on product features and how they create customer value
• Entrepreneurial: Have a desire to build new processes inside a larger, high-growth organization
• A team player capable of high performance and flexibility working in a dynamic environment
• Ability to analyze and interpret data using multiple tools (spreadsheets, BI, reports, etc.), and formulate action plans based on analysis
• Architecture, Engineering and Construction (AEC) industry knowledge
• Bachelor's degree from an accredited college or university
• 5+ years of relevant industry experience