Key skills
Customer Success ManagementB2B SaaS ExperienceCloud Platform ExperienceCuriosityFinance ExperienceData Analytics ExperienceCloud CertificationsAdditional LanguagesFluent in EnglishAnalyticsAWSAzureGCPSaaSLeadershipProblem SolvingCollaborationCustomer Success
About this role
DoiT is a global technology company that helps cloud-driven organizations leverage the cloud for business growth and innovation. The Customer Success Manager will manage a portfolio of customer accounts, fostering strong relationships to ensure customer retention and value realization through DoiT's cloud solutions.
Responsibilities:
- Own a portfolio of accounts across the full customer lifecycle: onboarding, adoption, value realization, renewal, and expansion
- Deliver customer training and education on the DoiT console
- Build deep and healthy relationships with key customer stakeholders (CFOs, FinOps leads, engineers, cloud architects) to align our solutions to their business goals
- Identify risk utilizing health scores, product usage, and customer sentiment and create mitigation plans in collaboration with DoiT Account Managers, Technical Account Managers, and leadership
- Evaluate and analyze customer needs and share information with the DoiT organization and your manager
- Build trust and transparency with customers and act as a customer advocate (operate as the “voice of the customer”)
- Escalate problems and customer feedback more generally, to the engineering team, product managers, and other departments
- Maintain a detailed understanding of DoiT’s products and services and customer use cases to advise customers on how to leverage Doit solutions more effectively
Requirements:
- 2+ years of experience in Customer Success in a B2B SaaS Company is a must
- 1-2 years of experience with a public cloud platform like GCP, AWS, or Azure
- Experience driving success plans and achieving customer targets/goals/objectives
- Exceptional ability to communicate and foster positive business relationships with our customers and team members
- Demonstrated the ability to learn new technologies and products quickly, and understand how customers use them to drive strategic success
- A proven track record of creative problem solving on internal and customer-facing issues
- Accountability and personal organization is a must
- Highly motivated team player with a positive outlook and a can-do attitude, preferably with a great sense of humor
- Curiosity and self-motivation to learn and develop professional competencies
- Be fluent in English to a professional degree (verbal and written)
- Experience with finance or data analytics
- Cloud Provider (AWS, Azure, GCP) and/or FinOps Certifications
- Additional languages