Customer Success Manager - IT

Job title – Customer Success Manager – IT
 
Location – San Jose Ca
 
Length – Contract (6 Months+)
 
Note from manager:
I’m looking for a candidate that has both the technical app skills/knowledge to understand how we do things in IT and truly understands how employees leverage technology to do their jobs. Someone with excellent interpersonal skills that can speak to anyone at any level. They don’t have to be a technical genius, but more of a all-around generalist.

Responsibilities
Maintain a deep understanding of IT Applications (collaboration apps, service management apps, productivity apps) and speak with employees about the most relevant features/functionality for their specific requirements
Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize value and retention
Increase apps adoption by creating campaigns and other ways
Measure adoption and alignment by conducting regular surveys, webinars
Bridge the communication between employees and apps team
Plan and execute user acceptance test across functional teams
Constantly assess “health checks” to drive satisfaction, adoption, retention
Work closely with various groups on identification/tracking of enhancement requests
Handle escalations and work across teams to resolve issues
 
Basic Qualifications
2-3 years of experience using IT Applications such as Office 365, Okta, Google Apps, GCP, Slack, Workplace, Adobe, Service-now, DocuSign, and other similar apps
Passionate about SaaS applications and training users on the features
High energy, go-getter with fresh ideas who takes the initiative to get things done
Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
Able to quickly understand business complexities, deep dive new business domains, clearly articulate and document business requirements to implementation team which includes and not limited to business use cases, business processes and user stories.
Attention to detail is a must
Exceptional communication and facilitation skills across cross-functional and global audiences
Strong team player but also able to work independently without supervision
Outstanding customer service skills, as well as excellent verbal and written communications skills with both highly technical and non-technical people
Ability to multi task and scale quickly in a fast-paced environment
Ability and motivation to learn new technologies quickly and with minimal support and guidance
 
 
Best,
Kushal Shah
APN Software Service INC
kushal@apninc.com
609-357-9180 (Direct)

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