Customer Success Manager - WEST- Remote
Posted on: January 16, 2022
At Jitterbit, our mission is to make apps do more for the people
who use them every day. We make this possible with solutions that
democratize integration, making it fast, easy and cost-effective to
seamlessly connect your data, apps, and devices.
All of our solutions are available on Harmony, the world's fastest
cloud integration platform.
The best Strategic Customer Success Managers (CSM) are well
organized and can track/progress several projects in parallel. They
have the ability to work with all functions, including executives,
sales, marketing, support, services, partners, and enablement, when
coordinating key activities for the success of their customers.
This includes engaging with customers initially from kicking off
the on-boarding, conducting operational reviews, and escalations as
necessary. Their greatest skills are having the ability to define
an approach or a proposal to address a specific objective, driving
toward an outcome through collaboration with multiple parties, and
develop strong relationships internally and externally through
The environment for this role is fast-paced and will be in the
corporate spotlight reflecting keen interest by the executive team
and the Board of Directors. Team resources will be drawn from
several other groups requiring the ability to succinctly and
accurately outline the situation for prioritization purposes. A
strong predictor of success for a CSM is the ability to coordinate
the activities with multiple internal and external constituents.
The CSM has no direct staff. They must influence others by
outlining the business conditions of his/her customers, and drive
the organizations (Customer, Partner, & Jitterbit) toward an agreed
upon set of objectives, negotiating and making trade-offs along the
Get up to speed with Jitterbit processes and tools: During the
first 60 days learn and start using Jitterbit's process to engage
with customers and internal stakeholders & constituents. Including
other activities such as: how to prep and conduct an On-Boarding
Kickoff, review what a customer has licensed and how the platform
is used; document where customers are in their journeys; assess
risk and define mitigation plans when necessary; and prepare,
drive, & negotiate renewals;
Manage a portfolio of customers: Engage with a portfolio of
customers to understand what initiatives are key to their
successes, how customers are organized, and drive toward becoming
their key contact at Jitterbit. Drive a set of specific plans to
ensure customers remain customers and earn the right to grow our
footprint when and where possible. Run On-Boarding kickoff within a
couple of weeks of assignment of new accounts. Drive toward
ensuring the initial project goes live and ensure that customers
are enabled, meeting their desired outcomes, and achieving ROI.
Quarterly or monthly touchpoints as appropriate to ensure continued
Review and understand the contractual agreements in place: Drill
down into the specifics of the different agreements executed over
the years with customers, extract & communicate what was agreed
upon, and compare to what is being used. As the relationship
expands, present a coherent proposition aligned with customers'
needs and capture what is agreed upon into contractual
Collaborate with multiple parties: Run regular cadences to capture
and communicate effectively with other Jitterbit teams in a virtual
environment. Teams include partners, technical support, operations,
engineering, marketing, sales, executives, and finance to fulfill
customer expectations. Being accountable for activities related to
driving toward customers' success and holding others accountable to
ensure deliverables are provided in a timely manner,
Command of the Message: Learn and be able to explain what Jitterbit
does within a month of new features being released. Share this info
with customers to align how Jitterbit's platform can help them
reach their objectives faster, more efficiently, and with less
risk. Uncover new initiatives where Jitterbit could be used.
Understand what Jitterbit offers, how it is used by existing
customers, and how it could be used by his/her customers. Be able
to outline the value proposition to existing and new players and
tailor the message to the specific industry/domain the customer is
Command of the Sale: Apply Jitterbit's methodology to properly
forecast and assess risk around renewals and expansions on a weekly
basis. Meet quarterly defined renewal rate and expansion targets.
Identify early potential risk and collaboratively define a
mitigation plan to reduce risk of churn,
Document & communicate customer's status: Document where each
customer is in their journey with Jitterbit, the potential risks
associated with an engagement, the overall health of accounts, the
success plans, proposals, and other key engagement artifacts.
Identify customers candidate for marketing/sales engagement - Case
Studies, Analyst Reviews, References, etc...
Manage Escalations: When Jitterbit's environment does not respond
in alignment with business or technical priorities of our customers
manage the communication by stepping without delay and drive toward
a positive outcome. Ensure there is an accurate and thorough
understanding and communication of the issue escalated,
Assist in defining & executing the strategy for an account: Work
collaboratively with the Account Executive to help define and
execute the strategy around an account. Research key customer
initiatives to better understand their priorities and how Jitterbit
can make a difference in their quest for success.
Must be located in the Central or Eastern regions of the United
States. A Strategic CSM needs at least 1 year working with
enterprise customers, and 5 years in customer-facing roles where
one of the requirements of the position was to coordinate and
collaborate with multiple parties to reach a desired outcome. This
includes working with most departments within the organization as
well as third parties such as partners contributing to a desired
outcome. Experience reviewing contracts, negotiating, preparing
proposals, and closing the loop on initiatives and programs are key
to the success of the CSM.
All your information will be kept confidential according to EEO
Keywords: Jitterbit, Seattle , Customer Success Manager - WEST- Remote, Executive , Seattle, Washington
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