What's this role about?
At Auvik the #1 rule of the Auvik Way is to Wow our Customers! The Customer Success team is the forefront of how we do this.
You’ll be part of an all star team that is focused on working with their customers to help them realize the full value of their Auvik services.
Internally you’ll partner with Marketing, Onboarding, Product, Sales and Support to ensure a smooth customer experience.
With tool assistance and automation, you’ll manage upwards of 200 accounts of varying sizes. You’ll work to mitigate churn, and maximize growth by driving product adoption, introducing customers to additional product use cases, and engaging with customers to help them understand and advocate the value of the tool in their organizations.
What will I be doing?
This is a customer-facing role at a software company so you’ll be constantly drawing on both your people and technical skills. Every day, you will :
- Position yourself to our customers as a strategic advisor, helping our customers understand and communicate the business value of Auvik in their organizations
- Develop and deepen the account relationships you own
- Work with the team to meet revenue targets by growing customer spend. This is achieved by growing customer usage and by promoting the adoption of additional products
- Develop programs to ensure customers are using existing features to their full capacity and are aware of new developments / products
- Help customers work with their internal teams to adopt Auvik, from initial prospecting through IT operations
- Assess and document suggestions for new or improved product functionality, based on customer feedback, that our engineering team should implement
What are we looking for?
- 3+ years experience with account management in a SaaS model, building and demonstrating business value
- Experience with upselling conversations. While the CSM team does not work on new business development, they are expected to grow their existing accounts and pass leads to our sales team
- Experience building strategic plans for customer product adoption
- Understanding of business concepts and application of these concepts (ideally in the IT channel)
- Strong conceptual aptitude and ability to learn quickly
- Self-starter with excellent organizational skills and motivated to achieve results
- Understands the importance of data-hygiene
- A people person, with a friendly and positive manner
- Good analytical and problem-solving skills
- Grace under pressure
- Commitment to continuous improvement, self-development, and lifelong learning
- Thrives in a remote environment
Are there bonus points?
Yes! We’ll give your application extra credit if you have one or more of these :
- Experience with Managed Service Provider business structure / past experience working with MSPs
- Knowledge of IT infrastructure operations or IT service provider business concepts
- Knowledge of Salesforce
- Knowledge of Zendesk
- Knowledge of Slack
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