Customer Success Manager at Brinqa

| Austin
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Successful Customer Success Managers will help increase customer retention by establishing themselves as credible authorities in the industry to build and maintain customer relationships.

The Customer Success Manager, is the primary technical contact for accounts that are entitled to a designated CSM who is their advocate for their use of the Brinqa services. The CSM maintains all aspects of the relationship from possible issues, filing and advocating for enhancements, partnering with engineering & sales, helping plan for new releases and rollouts and otherwise participating in the overall account management support of the customer.

Support Single Point of Contact - The CSM will manage all of their customer’s cases, ensuring that accurate resources are leveraged, monitoring time to resolution, advocating bug fixes, managing sensitive and business critical issues impacting either the customer’s business or impacting Brinqa's relationship with the customer, and in general doing everything possible to bring a speedy resolution to the issue. This position is an Individual Contributor position and reports to the Manager of Customer Success.

 

Responsibilities

  • Manage and cultivate the relationship and communication with customers
  • Drive resolution of production issues, including: escalation, strategy sessions and distribution of knowledge throughout the company
  • Acquire and maintain knowledge of existing systems and new systems in order to provide accurate assistance and training to customers and CS Team
  • Act as a trusted advisor for Brinqa products and understand features, such as our integration to sources, platform features and all applications
  • Interface with internal groups for problem resolution and issue escalation
  • Act as the liaison and customer advocate inside Brinqa
  • Track customer issues via the Service Desk for communication and resolution
  • Contribute to identifying upsell opportunities and new use cases

Requirements

  • Track record of successful customer service and customer success management on multiple concurrent projects to enterprise customers within a complex and dynamic environment
  • Good understanding of web based technologies for assitance in communicating customer issues.
  • Comprehensive skillset and knowledge of program management, related tools, and methodologies
  • Familiarity and experience managing Information security projects is a plus
  • Experience working in a fast-paced environment
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Technology we use

  • Engineering
    • JavaLanguages
    • KotlinLanguages
    • TypescriptLanguages
    • D3JSLibraries
    • jQueryLibraries
    • HighchartsLibraries
    • AngularJSFrameworks
    • SpringFrameworks
    • GrailsFrameworks
    • MicronautFrameworks
    • MariaDBDatabases
    • Neo4jDatabases
    • LevelDBDatabases

Location

Brinqa offices are located in the Austin Arboretum area. The neighborhood is located in the northwest portion of Austin and has a relaxed atmosphere.

An Insider's view of Brinqa

What are some social events your company does?

We work hard and play hard! So each year at the end of the year we treat the entire team to a 'destination' EOY event. We include the end of year company meeting and make sure to incorporate local fun! Some destinations from year past include New Orleans, Las Vegas, Nashville and of course the awesome Austin, Tx!

Hilda Perez

President

What are Brinqa Perks + Benefits

Culture
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Parking
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