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Jitterbit · 2 days ago

Customer Success Manager

Toronto, Ontario, Canada

Full-time

Hybrid

Senior Level

6+ years exp

Jitterbit is a leading data, application, and process workflow automation solution that empowers business transformation. The Customer Success Manager will engage with strategic customers, manage their portfolios, and coordinate with multiple stakeholders to ensure customer success and drive renewals.

Artificial Intelligence (AI)Cloud InfrastructureData IntegrationSaaSSoftware

Work & Life Balance

Responsibilities

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 among other activities: how to prep and conduct an On-Boarding Kickoff, a Business Review, and Operational Review which are the following: reviewing what a customer has licensed and understand how the platform is used, document where customers are in their journeys, assess risk and define mitigation plans when necessary, and prepare, drive, and negotiate a handful of renewals

Manage a portfolio of strategic 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 trusted advisor. Drive a set of specific plans to ensure customers remain customers and earn the right to grow our footprint when and where possible

Review and understand the contractual agreements in place: Drill down into the specifics of the different agreements executed over the years with his/her customers, extract and communicate what was agreed upon and compare to what is being used. As the relationship extends, present a coherent proposition aligned with customers’ needs and capture what is agreed upon into contractual documents

Collaborate with multiple parties: 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. Align how Jitterbit’s platform can help customers 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 at 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 of that customer

Command of the Sale: Apply Jitterbit’s methodology to properly forecast and assess risk around renewals and expansions. Drive toward defined renewal rate and expansion target while maintaining an accurate sets of records within Jitterbit’s CRM

Document & communicate customer’s status: Document where customers are in their journey with Jitterbit, the potential risks associated to 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 and drive toward a positive outcome

Assist in defining the strategy for an account: Work collaboratively with Account Executives 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

Shift: May vary based on territory assigned

Qualification

Customer success experienceContract negotiationProposal preparationStakeholder managementCollaboration skills

Required

6+ years of customer success and or partner success experience

Experience with collaborating 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

Background in reviewing contracts, negotiating, preparing proposals, and closing the loop on initiatives and programs are key to the success of the CSM