Customer Success Specialist

As a Customer Success Specialist (CSS), you will be responsible for maintaining strong customer relationships and increasing the adoption of ThousandEyes products. Your role will involve working closely with the Customer Success and Sales teams to ensure customer success and satisfaction. You will become a specialist on the ThousandEyes platform and provide support, guidance, and solutions to customers. This role requires excellent communication, problem-solving, and organizational skills, as well as a passion for cloud technologies.

• Work closely with the Customer Success Managers and Technical Adoption Managers to ensure customer success and adoption of ThousandEyes products
• Communicate objectives and ensure timely delivery of solutions
• Assist with ticket escalations and provide regular reporting on customer health and utilization
• Develop long-term relationships with assigned ThousandEyes customers
• Coordinate, develop, and lead customer projects
• Launch and onboard new customers and set them up for success with the platform
• Become a trusted advisor for partners and operational teams via the ThousandEyes platform
• Forecast and track key account metrics
• Help drive customer renewal
• Assist with high severity requests or issue escalations as needed

• Outstanding communication and problem-solving skills
• Excellent listening, negotiation, and presentation skills
• Proven background in lead generation and prospecting
• At least 1-2 years of professional experience with data collection or analytical experience in software or technology
• Ability to work with various business units
• Highly organized with outstanding follow-up skills
• Technically adept, understanding of software and how businesses use software
• SaaS experience a plus, but not required
• Passion for cloud technologies
• 4 Year Degree preferred or equivalent experience in SaaS and Cloud technologies
• Excellent verbal and written communication skills
• Proficiency in English (written and verbal)

• Quality medical, dental, and vision insurance
• 401(k) plan with Cisco matching contribution
• Short and long-term disability coverage
• Basic life insurance
• Wellbeing offerings
• Twelve paid holidays per calendar year, including one floating holiday and a day off for the employee's birthday
• Up to 20 days of Paid Time Off (PTO) each year
• Paid time away for critical or emergency issues without using PTO
• Additional paid time to volunteer and give back to the community
• Ability to purchase company stock through Employee Stock Purchase Program
• Performance-based incentive pay for sales roles
• Opportunity for increased incentive rates beyond 100% quota attainment
• Up to 125% of target pay for non-quota-based sales performance elements
• No minimum threshold for sales incentive compensation to be paid
• Emphasis on diversity and inclusion
• Encouragement for people from all backgrounds to apply