Customer Success Manager II

Egnyte•Remote, United States

4d•$70,000 - $80,000•Remote

About The Position

Egnyte is a place where we spark opportunities for amazing people. We believe that every role has a great impact, and every Egnyter should be respected. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values: Invested Relationships, Fiscal Prudence, Candid Conversations. 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. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com. Our Customer Success team provides focus and drives consistency in the execution of various customer success and retention-related matters. 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. You are passionate about engaging your customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement and help improve business processes to ensure overall customer success.

Requirements

3+ years of relevant industry experience.
Highly customer service orientated and passion for helping to resolve customer issues.
Curious and a continuous learner – ability to stay up to date on product features and how they create customer value.
Entrepreneurial: Have a desire to build new processes inside a larger, high-growth organization.
A team player capable of high performance and flexibility working in a dynamic environment.
Ability to analyze and interpret data using multiple tools (spreadsheets, BI, reports, etc.), and formulate action plans based on analysis.
Bachelor’s degree from an accredited college or university.

Responsibilities

Ensure that new customers are onboarded successfully via the initial best practices, engagement and platform walkthroughs.
Become an Egnyte product expert, understanding and showcasing how our product offerings work to drive positive business outcome for our clients.
Monitor customer account performance metrics and remedy any open issues to ensure timely resolution and great customer experience.
Work closely with account managers to organize and execute deployment and adoption strategies based on client goals and KPIs.
Provide post-upsell resources to customers regarding additional features and functionality to ensure immediate time-to-value.
Create and execute data-driven, dynamic working documents and deliver process documentation.
Forecast both risk and opportunity throughout the customer’s lifecycle.
Facilitate and ensure effective communication on all account inquiries between the customer and all appropriate company resources.
Maintain awareness of all service matters including technical implementations and activities.
Work with various account teams to achieve success with at-risk customer renewals.
Relay customer feedback regarding product functionality and support to internal stakeholders.
Ensure that Egnyte’s best practices and methodologies are met on a consistent basis.

Benefits

Competitive salaries and comprehensive benefits
Flexible hours and generous time off (RTO, Responsible Time Off) to help support your work-life balance
Paid holidays and sick time
401(k) with company match
Health Savings Account (HSA) with a generous employer contribution and Flexible Spending Account (FSA) options
Up to 12wks of paid Parental and 10wks Adoption Leave to help you grow your family
Modern and collaborative offices located in Draper, UT; Raleigh, NC; Mountain View, CA; Reading, England, and Poznan, Poland
Gym, cell phone, and internet reimbursement
Free well-being apps such as Spring Health for Guardian are offered, as well access to our Employee Assistance Program (EAP)
Perks include discounted pet insurance, electronics, theme park tickets, travel, plus more
Your own Egnyte account with lifetime access
HealthJoy – a benefits navigation app that lets you access your benefits and get answers to your questions all in one place
One Medical virtual care, providing you with healthcare access across the country