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Customer Success Manager

Company: Avaya, Inc.
Location: Santa Clara
Posted on: September 16, 2021

Job Description:

Insight Global is looking for a Customer Success Manager to join a large technology company remotely. The main responsibility is to serve as the owner of the post-sales relationship focused on driving onboarding, adoption, expansion, and retention of the customer. Your day to day focus will be highly visible within the company and will focus on relationship building, adoption services and customer utilization, driving the outcomes necessary for the success of our customers. You will be the leader, coach, quarterback, mentor and advisor within the organization to ensure our on-going relationship with these customers, with a focus on delivering increasing value to them as well.


Maintain, grow, and retain monthly recurring revenue for cloud customers

Develop strong customer relationships and serve in the role of a believed partner

Coordinate with the appropriate Day 1 team to ensure flawless execution of the onboarding experience

Drive the adoption of the solution, driving awareness, education and action in ensuring that your customers are realizing the benefits of the solution and its capabilities.

Be the solution evangelist for the customer, create and execute action plans to address gaps in utilization

Ensure customer satisfaction: addressing technical demands and acting as sales liaison, and including partners to better support premium customers

Partner cross-functionally with support, professional services, and sales and marketing departments to create customer success that drives positive customer satisfaction and account growth

Contribute to close-loop feedback with Product Line Management to ensure the voice of the customer is considered in product advancement

Ultimately be accountable for net retention of the customers assigned

3+ years of direct and demonstrated customer success and/or technical account management experience.

Proven track record of success with a demonstrated history of customer satisfaction goals

Experience with Gainsight a plus

Driven by personal, team and company achievement with a commitment to excellence

Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness across multiple teams

Solution-oriented mindset to understand and solve complex customer issues

Experience and comfort in interacting with and influencing customer landscapes

Strong communication skills written and verbal with an understanding of situational best practices

Excellent presentation skills

Ability to lead, manage or influence both internal resources as well as customer resources to achieve successful outcomes

Experience with VoIP technology and terminology including SIP, RTP, QoS, COS, and codecs preferred

BS or equivalent education and relevant experience

Keywords: Avaya, Inc., Santa Clara , Customer Success Manager, Other , Santa Clara, California

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