Customer Success Manager
About ThousandEyes (part of Cisco)
The name ThousandEyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points. As organizations rely more on cloud services and the Internet, the network has become a "black box" outside of their control. ThousandEyes gives organizations visibility and insight into the now borderless network. It arms them with an accurate understanding of how the network impacts their applications, users and customers. ThousandEyes is used by some of the world's largest and fastest growing brands, including all of the top 5 global software companies, 5 of the top 6 US banks, and 45 of the Fortune 500.
ThousandEyes is a newly acquired member of the Cisco family, and we are looking to expand our Customer Success team. This is an outstanding opportunity to be part of an exciting, fast-paced industry with a lot of potential for future growth and career-advancement.
About the Role
Our continued success and growth is dependent on the happiness and loyalty of our customers. As a Customer Success Manager you will showcase your “Customer First” attitude, your enthusiasm for service and enjoyment of learning new technologies by managing our customer renewals and driving expansion in existing accounts. You will be responsible for driving renewals, creating and driving cross-sell and upsell expansion opportunities, developing long-term relationships with your assigned ThousandEyes customers, establishing yourself and ThousandEyes as a “trusted advisor” to your customers, and connecting with key business executives and technical stakeholders. You will become a specialist on the ThousandEyes platform and make suggestions for customer adoption and growth while working closely with Field Sales, Solution Engineering, Product, and Customer Success teams. In return, you will be supported and surrounded by the best and brightest people in the industry.
Requirements
- A standout ‘customer first’ attitude
- Amazing communication and problem-solving skills
- Excellent listening, negotiation and presentation skills
- Strong background in lead generation and prospecting
- At least 3 years of professional experience with an additional 1-2 years of closing experience in software sales
- Ability to work collaboratively with different internal stakeholders and business units
- Highly organized with exceptional follow-up skills
- Technically adept, understanding of software and how businesses use software
- SaaS experience a plus, but not required
- Passion for cloud technologies
- 4 Year Degree preferred or equivalent experience in SaaS and Cloud technologies
Responsibilities
- Operate as the primary point of contact with ThousandEyes customers
- Launch and on-board new customers, and set them up for success with the platform
- Prepare monthly, quarterly etc. communications and develop campaigns to nurture relationships and growth
- Become a trusted advisor for the stakeholders and operational teams using the ThousandEyes platform
- Understand the ThousandEyes platform and how your customers and using the tools; be able to make suggestions and identify areas for upsell and growth
- Ensure timely communication and on-time renewal closure
- Conduct business reviews with customers, tracking business value outcomes and follow-up items
- Forecast and track key account metrics
- Identify and qualify growth opportunities, collaborate with field sales teams to drive closure
- Drive customer renewals
- Assist with high severity requests or issue escalations as needed