Customer Success Manager

Location

Our Customer Success Manager will be an integral part of our Product team in EMEA. This role is based remotely out of any of the following: UK, Ireland or Israel.

Who We Are

DoiT helps fast-growing, digital native companies globally to harness public cloud technology and services to drive business growth. A full-service provider of multi-cloud technology and expertise, DoiT combines the power of intelligent software with deep expertise in Kubernetes, artificial intelligence, and more to deliver the true promise of the cloud at peak efficiency - with ease, not cost.

An award-winning strategic partner of AWS, Google Cloud, and Microsoft Azure with $2B cloud spend under management, DoiT works alongside more than 3,000 customers in 70 countries. At DoiT, you’ll join a growing team of committed, experienced, and collaborative “Do’ers” who are passionate about solving the most complex cloud challenges.

The Opportunity

We are a team of support professionals who love working with other people to solve challenging technical problems. We are committed to personal development and enjoy sharing our knowledge and experience. We work hands-on, side-by-side with our customers to educate, mentor, advise, and solve problems to make sure they are getting the most out of what our product has to offer.

We are looking for a Customer Success Manager that is a self-motivated and goal-oriented individual who will be responsible for developing customer relationships that promote retention and loyalty of our customer base. Your job is to work closely with customers to ensure they understand the value of our products and are satisfied with the services they receive including the ability to improve upon areas of dissatisfaction.

Responsibilities

• Conduct onboarding for new and existing customers
• Enhance customer training and education on the Cloud Management Platform
• Build healthy customer relationships
• Ongoing collaboration and relationship building with internal stakeholders like Sales, Account Management and Product Management
• Evaluate and analyze customer needs and share information with the DoiT organization
• Build trust and transparency with customer and act as a customer advocate
• Promote customer loyalty within the customer base
• Escalate problems and customer feedback more generally, to the engineering team, product managers, and other departments
• Optimize customer experience wherever possible, with a focus on scalable, value-add processes.
• Maintain a detailed understanding of Doit’s products and services and customer use cases to advise customers on how to leverage DoiT solutions more effectively
• Customer Success is a new function at DoiT! You will help build this function from the ground up, optimize existing processes within the company and actively enhance all Customer Success initiatives
  
  

• 3-5 years experience in Customer Success in a B2B Saas Company is a must
• 1-2 years experience with a public cloud platform like GCP, AWS, or Azure
• Used Gainsight, Totango, Salesforce, Zendesk or similar products
• Experience working with Saas Platforms and Promoting Value
• Exceptional ability to communicate and foster positive business relationships with our customers and staff
• Demonstrated the ability to learn new technologies and products quickly, and understand how customers use them to drive strategic success
• Experience analyzing and optimizing the existing process in the customer success department
• A proven track record of creative problem solving on internal and customer-facing issues
• Accountability and personal organization is a must
• Highly motivated team player with a positive outlook and a can-do attitude, preferably with a great sense of humor
• Curiosity and self-motivation to learn and develop professional competencies
• Be fluent in English to a professional degree (verbal and written)
  
  

• Additional languages
• Experience with finance or data analytics
  
  

• Unlimited PTO
• Flexible Working Options
• Health Insurance
• Parental Leave
• Employee Stock Option Plan
• Home Office Allowance
• Professional Development Stipend
• Peer Recognition Program