DoiT International

Associate Customer Success Manager

DoiT International

contract

Posted on:

Origin:  • 🇨🇷 Costa Rica

Visit company website
✨ AI Apply
Manual Apply

Job Level

JuniorMid-Level

Tech Stack

AWSAzureCloudGoogle Cloud PlatformKubernetes

About the role

  • Own a portfolio of accounts, leveraging automated playbooks and workflows to help customers achieve value through all phases of the customer journey, including: onboarding, adoption, value realization, renewal, and expansion
  • Deliver one-to-many customer training and education sessions on the DoiT console. Host one-to-many office hours for customer Q&A
  • Use customer insights surfaced through our Customer Success tooling to analyze customer sentiment and propensity for growth. Identify strategic customers for account planning and additional human outreach
  • Support the Account Management team by sharing key insights into adoption and sentiment, with an emphasis on account growth and creation of deep and healthy relationships with key customer stakeholders (CFOs, FinOps leads, engineers, cloud architects)
  • Manage customer escalations, Identify risk, and build relevant mitigation plans in collaboration with Account Management and CS leadership
  • Build trust and transparency with customers and act as a customer advocate (operate as the “voice of the customer”)
  • Escalate problems and customer feedback more generally to the engineering team, product managers, and other departments
  • 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

Requirements

  • 1-2 years of experience in Customer Success in a B2B SaaS company
  • Technical aptitude, with the ability to identify areas for automation and an interest in both learning and leveraging AI
  • Proven ability to manage high and competing workloads with a strong attention to detail and effective prioritization
  • Exceptional ability to communicate and foster positive business relationships with our customers and team members
  • 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)