Responsible for customer lifecycle post-implementation. Coordinate communication to support the success and usage of the customer.
Establish a trusted advisor relationship which spans both technical expertise and strategic account management.
Work closely with RVPs from the Sales team and collaborate on renewals and upsells of our key/largest accounts.
Promote customer satisfaction and loyalty by demonstrating an understanding of their critical business issues and needs while delivering products and services that help them meet their business objectives.
Work closely with NetBrain Support and other Services teams to ensure a consistently positive customer experiences by providing oversight and management for issues and initiatives.
Prepare, schedule, and conduct monthly/quarterly account reviews with customers to ensure their ongoing success.
Create customer-facing QBR templates and new go-to-market documentation.
Build email campaign templates that are tied to new features and new platform capabilities.
Incorporate feedback to improve efficacy of external communications.

Requirements

6+ years of experience in customer success, management consulting, account management or a similar client facing role.
Strong written and verbal communication skills and a high “EQ”.
Solid understanding of networking fundamentals; previous work with network vendors such as Cisco, Juniper, Palo Alto, Arista, Fortinet, Public Cloud.
Ability to multitask in a fast-paced environment with high attention to detail.
You have a track record of career growth, consistently meeting and exceeding goals while increasing responsibilities.
Roughly 20%- 30% travel requirement for customer and internal meetings.
Previous experience in network operations or support is a plus.
Previous experience at a SaaS-based company is a plus.
Manual Dexterity: Repetitive motion of wrists, hands and fingers for using a computer.
Stationary Tasks: Sitting for extended periods, remaining in a stationary position.

Benefits

401k and medical/dental coverage

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer successaccount managementnetworking fundamentalsnetwork operationsSaaScustomer lifecycle managementstrategic account managementQBR preparationemail campaign creationmultitasking

Soft Skills

communication skillsemotional intelligenceattention to detailcustomer satisfactionrelationship buildingcollaborationproblem-solvingadaptabilityorganizational skillsfeedback incorporation