Customer Success Manager

Location

Our Customer Success Manager will be an integral part of our Product team in EMEA. This role is based remotely in Spain.

 

Who We Are

DoiT is a global multicloud innovator that helps simplify the most important cloud challenges.  Our vision is to deliver the true promise of the cloud by making it more accessible and transformative.

Our mission is to help cloud-driven organizations understand and harness the cloud to drive business growth. We do this by providing intelligent and continuous engagement with unrivaled cloud expertise to buy, optimize, and manage the cloud with ease. With almost 2,500 years of collective cloud operations experience and $1.7B in cloud spend under management. An award-winning strategic partner of Google Cloud and AWS; DoiT works alongside our 3,000+ customers to save them time and money. 

 

The Opportunity

We are a team of support professionals who love working with other people to solve challenging technical problems. We are committed to personal development and enjoy sharing our knowledge and experience. We work hands-on, side-by-side with our customers to educate, mentor, advise, and solve problems to make sure they are getting the most out of what our product has to offer.

We are looking for a Customer Success Manager that is a self-motivated and goal-oriented individual who will be responsible for developing customer relationships that promote retention and loyalty of our customer base. Your job is to work closely with customers to ensure they understand the value of our products and are satisfied with the services they receive including the ability to improve upon areas of dissatisfaction.

 

Responsibilities

• Conduct onboarding for new and existing customers
• Enhance customer training and education on the Cloud Management Platform
• Build healthy customer relationships 
• Ongoing collaboration and relationship building with internal stakeholders like Sales, Account Management and Product Management
• Evaluate and analyze customer needs and share information with the DoiT organization
• Build trust and transparency with customer and act as a customer advocate
• Promote customer loyalty within the customer base
• Escalate problems and customer feedback more generally, to the engineering team, product managers, and other departments
• Optimize customer experience wherever possible, with a focus on scalable, value-add processes.
• 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
• Customer Success is a new function at DoiT! You will help build this function from the ground up, optimize existing processes within the company and actively enhance all Customer Success initiatives

Qualifications

• 3-5 years experience in Customer Success in a B2B Saas Company is a must 
• 1-2 years experience with a public cloud platform like GCP, AWS, or Azure
• Used Gainsight, Totango, Salesforce, Zendesk or similar products
• Experience working with Saas Platforms and Promoting Value
• Exceptional ability to communicate and foster positive business relationships with our customers and staff
• Demonstrated the ability to learn new technologies and products quickly, and understand how customers use them to drive strategic success
• Experience analyzing and optimizing the existing process in the customer success department
• 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)

Bonus Points

• Additional languages
• Experience with finance or data analytics

 

Are you a Do’er?

Be your truest self. Work on your terms. Make a difference. 

We are home to a global team of incredible talent who work remotely and have the flexibility to have a schedule that balances your work and home life. We embrace and support leveling up your skills professionally and personally.  

 

What does being a Do’er mean? We’re all about being entrepreneurial, pursuing knowledge and having fun! Click here to learn more about our core values. 

 

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