Real Customer Success comes from the heart. You have the best customer management and business consultancy skills around, and you are passionate about bringing SOASTA’s best ideas, innovations, and capabilities to customers to drive greater business value. You have impeccable relationship skills and can create win/win environments for our customers and all internal SOASTA departments. Our ideal candidate will have had previous Customer Success Management experience, in a B2B software SaaS/Subscription business model.

Previous experience in a Customer Service / Support / Account management is required, along with a strong technology background including skills in mobile and/or web development and/or performance testing. It is the CSM's responsibility to drive customer adoption and success within a defined set of customers. This individual should be comfortable at both consulting with and negotiating with C level executives, backed by a strong understanding of their business objectives. You will guide customers on the best approach for leveraging SOASTA’s platform in their business process for their mobile and Web presence.

Responsibilities

• Own relationship with assigned enterprise clients, which include: Ensuring a successful on-boarding, Increasing adoption, ensuring retention, and maintaining high levels of customer satisfaction
• Develop a “trusted advisor” relationship with key account executive sponsors and align SOASTA solutions and road-map to their performance monitoring and testing initiatives
• Facilitate best practice usage of SOASTA solutions, and serve as a customer advocate back into SOASTA to ensure that our solutions are evolving to meet our customer’s needs
• Possess a comprehensive understanding of the SOASTA platform, and guide the customer on business and technical decisions to ensure platform adoption and success
• Propose creative solutions, supported by our products and services, to proactively address the customer’s business challenges and opportunities
• For key strategic accounts, establish and execute comprehensive strategies, define key business metrics and success criteria and establish a process for monitoring goals in order to provide visibility to executive sponsors
• Conduct business review meetings, as appropriate, to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality and communicate new feature releases
• Proactively monitor and report on customer usage and health internally, as well as back to the customer with suggestions on how to maximize their investment in SOASTA solutions.
• Provide clear and constructive feedback to Support, Product Management and Engineering based on customer needs and/or reported support issues. Manage and coordinate escalation activities, as needed
• Work with Sales, Services and renewal teams for product upsell / cross-sell, and ensure renewal of existing customers.

SKILLS & EXPERIENCE

• 5+ years relevant work experience with post-sales, customer facing responsibilities in a B2B software SaaS environment. Strong preference is relevant Customer Success Management experience.
• Solid technical foundation of Web and SaaS technologies, Mobile application development and/or Web performance testing experience prefered.
• Strong personal management. You’re driven: No one needs to push you to excel; it’s just who you are. Ability to work autonomously and to prioritize tasks, while managing a diverse workload in a fast-paced, dynamic environment. Keen attention to detail, and a consistent follow-through to commitments.
• Possess exceptional communication (written / verbal) and presentation skills to gain credibility with both C-level executives and practitioners using the SOASTA solutions
• Ability to facilitate internal cross-functional discussions to resolve customer concerns and product issues
• Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
• You want to help and serve our customers: Customer Service is in your DNA. You consistently seek win-win solutions.
• BA/BS degree, Computer Science degree preferred
• Willing to travel. < than 25%.

CANDIDATE QUESTIONNAIRE:

If you are interested in exploring this opportunity please click on the following Questionnaire link, complete the Questionnaire and submit it to our attention.

After viewing your Questionnaire responses one of our recruiters will contact you concerning next steps.

Thank you for your interest in this opportunity.

SOASTA - Enterprise Customer Success Manager - Mountain View, CA Candidate Questionnaire