انتهت صلاحية هذا الإعلان الوظيفي
انتهت بتاريخ ٢٨ مارس ٢٠٢٦
وصف الوظيفة
Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. As a Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our most strategic customers to foster a “Customers for Life” environment and ensure customer retention.
المسؤوليات
- Become a product expert including the technical knowledge and practical business applications delivering value to our clients
- Manage new customers from the handover of Sales to Implementation process in order to ensure successful onboarding and adoption of our platform and delivering the intended value
- Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams
- Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services
- Be the Customer Experience Champion leading in customer engagements in partnership with the Sales team, Channel / Technology Partners, Solution Architects/Engineers, SME teams, Professional Services, and Product to maintain intended value to your clients
- Keep customers informed of process and procedural changes
- Manage resolution of escalated customer issues
- Collaborate on PMF – Product Market Fit submitting client feedback and keeping clients in the loop with product enhancements and value driven opportunities to benefit their organizations
- Keep account notes and account plans up to date leveraging internal solutions and best practices
- Attend internal Operational meetings, Handovers, Deal Reviews, Client kickoffs, and Customer Experience meetings prepared with your inputs and required outputs
- Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements
- Travel to customer and partner sites, Egnyte internal on-site meetings and trade shows/conferences
المؤهلات
- Bachelor’s degree or equivalent
- 3+ years of customer-facing type experience or equivalent with a track record of service excellence and best practices in the MENA region
- Success managing customer relationships at a software, services, or SaaS company
- Previous experience with tech companies, specifically SaaS solutions
- Able to communicate fluently in English and Arabic (French, Hindi, Urdu, Farsi, and/or Tagalog is a plus)