Senior Manager, Product Management – Services
Staples Promotional Products
Customer Success Specialist
Wikimedia Foundation
contract
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $82,922 - $126,768 per year
Job Level
Mid-LevelSenior
About the role
- Work with technology, academic, and non-profit organizations to ensure they have access to Wikimedia content and help customers get the best from Wikimedia Enterprise products
- Work closely with the Customer Experience Program Lead in our Customer Success program, supporting all activities as needed
- Guide customers through onboarding, adoption, utilization, and contract renewals
- Put the customer first by responding to all customer requests within SLAs and SLOs
- Guide customers in getting their optimal outcomes from Enterprise products and services
- Proactively anticipate and communicate customer needs to the Engineering, Product, Growth, and Tech Partnerships teams
- Work with Product Managers and Engineering to troubleshoot and resolve customer issues
- Track the adoption and usage of our APIs for assigned accounts
- Help organize and monitor customer success-related documents and tasks across HubSpot, Phabricator, Zendesk, Asana, Slack, Gmail, Drive, and bespoke customer channels
- Act as a liaison between the on call engineer and the customer support team
- Support data-driven reporting and customer success metrics, retention, and satisfaction
- Support the Customer Experience Lead, Product Managers, and Engineers in helping the customer plan their future needs
- Communicate process improvement opportunities to the Operations Manager and Customer Experience Program Lead
- Collaborate with the Customer Experience Program Lead in evolving Customer Journey Playbooks
Requirements
- At least 3 years of experience in a B2B SaaS environment in customer success, technical account management, or customer support
- A people-centric mindset with excellent communication skills in English
- Excellent interpersonal skills
- Ability to collaborate across functions and departments
- Ability to remain calm under pressure
- Proven track record of successfully managing customer accounts and ensuring customer satisfaction
- Familiarity with Zendesk and Customer Success tools
- Experience working in a fully remote globally distributed team environment
- A desire to make meaningful contributions to knowledge equity, free culture, and open access
- Ability to troubleshoot technical issues (desired)
- Familiarity with the Wikimedia ecosystem (desired)
