Associate Customer Success Manager
AutoRABIT is a company that provides automated solutions for Salesforce DevOps, helping organizations in regulated industries manage their development processes. The Associate Customer Success Manager will work closely with customers to ensure they realize value from AutoRABIT products, promote license utilization, and support cross-functional collaboration to drive customer satisfaction and retention.
Responsibilities
- Develop a foundational understanding of customers' business and technical objectives, working alongside senior team members to contribute to the creation of strategic joint success plans with clear objectives, milestones, and measurable KPIs
- Contribute to the customer's P2V (Purchase to Value) journey, assisting in protecting recurring renewal revenue, and exploring opportunities to enhance Net Retention Rate (NRR)
- Ensure customers realize value from their AutoRABIT products, promote license utilization, and collaborate with cross-functional teams to encourage adoption and successful renewals
- Assist in monitoring product adoption, customer satisfaction, and overall health scores, contributing to the enhancement of future lifetime value
- Support efforts to drive new business growth by cultivating customer advocacy and reference-ability
- Collaborate with customer support services, aiding in effective handling of enhancement requests and escalations
- Participate in guiding customers through significant service milestones, such as upgrades, new releases, and new features
- Collaborate with customer-facing account teams and executives from various departments (sales, support, professional services, engineering, renewal, and partners) to contribute to overall platform success
- Contribute to utilizing customer surveys for product and service feedback, assisting in shaping the product roadmap and promoting continuous performance improvements
- Responsibility to adhere to set internal controls
Skills
- A bachelor's degree in a relevant field or equivalent practical experience
- Must be a US citizen/permanent resident, and capable of obtaining a Government Security clearance if required and live in and work from the US
- Exposure to customer-facing roles, preferably involving cloud-based/SaaS technology, with a willingness to collaborate with senior stakeholders
- Developing presentation skills, and cultivating a personable, positive, and approachable demeanor
- Eagerness to quickly grasp and articulate technological and business concepts
- Developing verbal and written communication skills
- Demonstrated empathy for customers and a passion for contributing to revenue and growth
- Developing collaborative, persistent, and self-directed work habits
- Basic proficiency using tools such as Salesforce, JIRA, GIT, Zoho, and /or similar Customer Service Portals
- An interest in pursuing a career in Customer Success, with an eagerness to learn from senior team members
- Previous exposure to customer success roles or related fields will be an advantage
- Familiarity with Salesforce Development Ecosystem is desirable
Company Overview