Digital Customer Success Manager

Auvik Networks

9h•Remote

About The Position

At Auvik, the #1 rule of the Auvik Way is to Wow our Customers! The Customer Success team is the forefront of how we do this. You’ll be part of an all-star team that is focused on working with their customers to help them realize the full value of their Auvik services. With the support of tools and automation, you’ll manage a large volume of accounts of varying sizes. Leveraging your analytical and communication skills, you’ll deliver a best-in-class customer success experience through both digital touchpoints and direct customer interactions. Your focus will be on ensuring Auvik consistently delivers value that aligns with our customers' business outcomes.

Requirements

2+ years experience in working with B2B software in client-facing roles (Account management, customer success or business development), building and demonstrating business value.
Experience handling large volume of customers or experience with digital customer success strategies.
Strong conceptual aptitude and ability to learn quickly.
Self-starter with excellent organizational skills and motivated to achieve results.
Understands the importance of data-hygiene.
A people person, with a friendly and positive manner.
Good analytical and problem-solving skills.
Grace under pressure.
Commitment to continuous improvement, self-development, and lifelong learning.
Thrives in a remote environment.

Nice To Haves

Experience with Managed Service Provider business structure / past experience working with B2B enterprises.
Knowledge of IT infrastructure operations or IT service provider business concepts.
Knowledge of Salesforce.
Knowledge of Zendesk.
Knowledge of Slack.
Knowledge of BI Tools.

Responsibilities

Driving product adoption and retention in our long tail customer base.
Managing 1,500+ accounts using a variety of engagement strategies.
Monitoring customer usage data, health indicators, and growth opportunities using CRM tools (such as Totango, SFDC), BI tools, and other systems, translating these insights into actionable execution strategies.
Actioning engagement strategies based on product adoption and usage.
Responding to customer escalations by connecting and assisting customers when they reach out to Auvik.
Educating customers on the value that Auvik can provide to their company.
Collaborating with the team to achieve retention targets by increasing usage and promoting the adoption of products.
Capturing and understanding customer feedback, ensuring it reaches the appropriate teams within the organization.
Assessing and documenting suggestions for new or improved product functionality based on customer feedback, and communicating these to the right team for potential implementation.