id: NDk1NDM5MyA3

reference: 4954393

documentId: 4954393

connectionPointId: 7

lastModificationDate: 1551771742620

stillingsbetegnelse: Customer Success Manager

jobbeskrivelse:

Description

Cloud Customer Success Manager

 Sitecore is the global leader in experience management software that combines content management, commerce, and customer insights. The Sitecore Experience Cloud^TM empowers marketers to deliver personalized content in real time and at scale across every channel—before, during, and after a sale. More than 5,200 brands––including American Express, Carnival Cruise Lines, Dow Chemical, and L’Oréal––have trusted Sitecore to deliver the personalized interactions that delight audiences, build loyalty, and drive revenue.

Sitecore is experiencing spectacular growth all over the world. To build on Sitecore’s success and growth as a Cloud Solution provider, we are looking for a skilled Customer Success Manager for our Cloud Customers

Summary of the Role

 As the Account Owner and the customer’s central point of contact, the Cloud Customer Success Manager drives a successful onboarding, ongoing proactive management and supports the customer to maximize the use of the platform.

 You will thrive on working in a fast-paced, exciting environment, where ensuring our customers realize their business and marketing transformation. With strong problem-solving skills and organizational awareness, you are capable of intervening where needed to ensure that any roadblocks to customer success are removed as efficiently as possible. This is a key, customer-facing role within Customer Success and requires a dedicated professional with an exceptional ability to manage customer relationships and their delivery partners.

 

The Challenge 

Customer Success Managers are responsible for the partnership between Sitecore and our Cloud customers, driving value realization and return on the client’s investment. Cloud Customer Success Managers work directly with our customers to understand business and technical requirements, and to develop solutions to ensure success, throughout the customer lifecycle from onboarding through implementation and adoption.

  The Position

 Assisting the customer with our best practices to realize the vision they bought into

• Create and enhance high value relationships with customers and internal stakeholders
• Project management & planning
• Co-ordination and tracking of tickets to ensure the service delivery KPIs are met
• Focus on customer retention
• New opportunities identified will be passed to the Sales Consultant to close

Your Responsibilities

Cloud Customer Success Managers become proficient by sharing tools, processes, and industry best practices.

• On-boarding : Provide technical advice and coordinate across the business
• Best practice guidance: Share best practices in areas such as architecture and security to meet your business goals
• Service review: Facilitate regular service reviews with the customer to ensure that the service the customer is experiencing meets SLAs and exceeds their expectations

Analyse the customer’s usage and adoption to help identify areas for optimization and improvement

• Adoption reviews: Understand current usage, establish predictive capacity and trending, and help plan for future business initiatives or events
• Usage maturity: Assess the maturity of deployed features and functionality and make recommendations for improvements and efficiencies
• Collaborative ROI measurement: Quantify success and measure results, maximizing the customer’s investment

Analyze available data points to recommend and implement account level strategic plans

Cloud Customer Success Managers make sure our Customers are adopting the latest cloud service capabilities and assist in planning for the future.

• Account and utilization planning: Work together to create a short term & long term account success plan, maximizing product utilization and adoption while delivering on the business objectives
• Roadmap highlights: Deeper understanding of how new capabilities to move our Customers business forward
• New feature releases: Review newly released features and identify opportunities

What you need to Succeed

 Passion for managing Cloud Customers

• Demonstrated exceptional customer skills from previous employment
• Strong and proven track record of successfully managing customer relationships and technical projects
• Excellent work ethic and ability to take initiative to drive a problem to resolution
• Self-motivated, team-oriented, very responsible, and focused on exceeding customer expectations
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Demonstrated ability to deal with change and excel in high-stress situations
• Self-managed, responsive, and dedicated to client success

Skill requirement

 3-5 years experience managing Cloud Customers previously & delivering to best practice

• Prior account management and/or project management experience with implementing customers
• Knowledge of and experience with digital marketing technologies/Content Management, Commerce systems
• Prior experience with customer success in a SaaS, or Managed Services company
• Consulting and/or technical training experience (AWS, Azure, Google cloud etc knowledge ideal)
• Excellent crisis management skills, ability to facilitate problem resolution in stressful situations
• Onboarding customers to Sitecore and establishing customer relationships
• Good working knowledge of ITIL or similar delivery frameworks

  Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.

numberOfPosts: 1

jobCategoriesCodes_0: http://data.europa.eu/esco/isco/C3322

abstractJV_contact_0: Please apply using one of the specified channels

positionTypeCode: directhire

contractTypeCodes_0: fulltime

Arbejdsgiver Navn: SITECORE CORPORATION A/S

source: DK-STAR