Zluri (https://www.zluri.com) is a comprehensive SaaS Operations (SaaSOps) management platform for IT teams. It helps IT teams Discover, Manage, Secure, and Comply across multiple SaaS applications, all from a single dashboard. In short, Zluri puts the IT team back in control of their new SaaS-ified landscape.
As a Customer Success Manager, you will create exceptional experiences and sustained value for Zluri customers by acting as their trusted advisor and advocate from post-sale through renewal. You will guide them through the journey of meeting and exceeding their ROI goals. You will also work closely with Sales, Marketing and Product teams acting as an internal advocate for the customers and to have our customers evangelize Zluri.
Proactively manage the success of a portfolio of Enterprise customers to deliver value across the entire lifecycle so that renewing and expanding is a no-brainer
Manage the implementation of new customers; accurately ascertain customer goals and translate them into an implementation plan that will provide initial value in a timely fashion.
Drive the kick-off call and establish the roles and responsibilities of the team.
Set expectations of the Implementation and finalise the Scope/ requirements with the customer
Set-up and drive the regular status meetings with the customer POC and prepare and send the weekly status reports with the health of the onboarding/ any escalations
Coordinate and train users so they feel comfortable with the platform and are able to derive maximum value
Advise customers on best practices for SaaS Management and the best way to achieve desired outcomes using the platform
Resolve customer issues, alone and through collaboration with other teams
Build strong customer relationships by maintaining high levels of engagement and communication; conduct routine account performance planning and business reviews
Drive customer advocacy in the form of references, referrals, and case studies
Effectively communicate feature/roadmap news to customers, as well as provide valuable inbound user feedback to the Zluri Product team.
Codify Customer Success processes by documenting workflows, playbooks and outreach cadences.
Help hire the right resources as a founding team member and build world-class customer success team
2-3 years’ experience in Account Management or SaaS Customer Success roles; experience working at a start-up with Enterprise software is a plus
Energetic and self-motivated; a team player who is also a proactive and creative problem solver
Quick tech learner, with experience training, teaching and guiding customers through technical processes
Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities is preferred
Detail-oriented, disciplined, and focused on consistency in all aspects of your daily work
Experience in IT, Procurement, or SaaS space, working with cross-functional teams on software deployments or ongoing management activities around cloud-based software is a plus
Ability to analyse existing process and make recommendations around systems and more efficient processes
Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations
If you have any further questions, please reach out to email@example.com