Customer Success Manager, Costa Rica

Surround yourself with passionate, talented colleagues who build resilient data security and data management solutions for the world’s largest companies!

Do you enjoy helping enterprise customers achieve their desired outcomes from their technology services investments? Do you have a high level of ambition and thrive in an ambiguous environment?

If you do, we have the perfect job opportunity for you!

As a Customer Success Manager, you will focus on ensuring our customer’s success by enhancing the customer lifecycle journey, providing technical oversight during deployment, driving adoption of Cohesity’s technology, assuring frictionless renewals and eliminating churn. You are the customer’s primary liaison into Cohesity and are accountable for identifying and directly addressing business and technical issues impacting customer success..

Upon joining our Customer Experience Team, you will play a critical role in customer relationship development, operational expertise, road-mapping and execution, cross functional collaboration, and analytical skills.

The ideal candidate is truly passionate about customer advocacy and thrives in a fast-paced environment. This person has a focus on quality management, fostering an environment of innovation and high accountability and demonstrating the ability to drive continuous operational improvement as a way of working and managing.

*This hire may be required working outside of core hours i.e. evenings or weekends during customer escalations or ad hoc customer meetings.

HOW YOU’LL SPEND YOUR TIME HERE

• Increase the lifetime value of the Customer through greater advocacy serving as a customer advocate in the evolution of our products and platform functionality integral to the customer's success
• Ability to technically onboard Cohesity customers to achieve agreed upon outcomes post-implementation
• Elevate the customer experience by achieving higher product adoption, customer satisfaction, and overall health scores
• You will support your customer's technical queries, solve technical issues and present the art of the possible with technology they have not thought about. You will be also creating with them their custom-tailored technology roadmap
• You will develop best practices to identify and proactively solve technical, process and execution challenges.
• Ensuring delivery on key operational metrics, including Customer Health, Adoption (Consumption & Usage), Reference-ability, Renewal Likelihood, Upsell / Cross-Sell Potential, and Net Retention Rate and churn
• Drive premier and programmatic Customer Success practices that support consistent customer lifecycle improvements and faster Time to Value (TtV)
  Working closely with Account Teams and Renewals Managers to identify new opportunities and upsell potential while smoothing any issues putting renewals at risk
  Engage broadly across the Customer organization from users through to C-Level/Influencer as the need arises
• Ensure customer feedback and required capabilities are clearly gathered and conveyed internally to enable ongoing improvement of process, products, and services
• Assisting the Customer with key escalations and, where required, the production of best practice blueprints for the portfolio of customers
• Ability to onboard Cohesity customers to achieve agreed upon outcomes post-implementation
• Work with our CAP (Critical Accounts Program) team to help return escalated accounts to positive sentiment
• Understand and report back on “voice of customer” feedback collected from randomly selected Cohesity customers and smooth issues and provide follow-up

WE’D LOVE TO TALK TO YOU IF YOU HAVE MANY OF THE FOLLOWING

• Relevant Bachelor’s degree in computer science or relevant degree; OR 8+ years of equivalent experience in lieu of degree
• Minimum 8+ years backup, storage, or networking industry supporting enterprise customers
• English Fluency Required: Effective spoken and written business communication skills needed for typical business communications such as technical customer conversations, technical documentation, presentations, negotiations, socializing, correspondence and report writing.
• Strong compassion for customers and passion for revenue and growth!
• Technical – Able to understand Cohesity products and features, collaborate with Support teams to resolve sophisticated support cases and drive bug fixes with engineering.
• Customer interaction & advocacy – Superb ability to build rapport with customers and to represent their best interests.
• Account savvy – Ability to partner with the account team in building loyalty and up-selling. Understanding of SaaS Subscription model desired.
• Deep business operations expertise - is comfortable with creating relevant and compelling customer facing reports, messages, and dashboards
  Strong ability to influence through persuasion, negotiation, and consensus building internally and externally
• Excellent project management skills
• Strong sense of ownership and urgency aiming to closure, planning, escalation when vital
• Demonstrated desire for continuous learning and improvement

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