Rocket Software
Senior manager customer
Rocket Software, Denver, Colorado, United States, 80285
Responsibilities
The Senior CSM will take ownership of their customer interactions and go above and beyond to ensure resolution and long-term success for their customers.The Senior CSM will foster internal cross-functional relationships in support of our customer’s needs.They will be a bridge between our customer and internal teams in order to provide transparency and continual improvement for our customers.They will be a mentor and help the team as needed with Rocket processes and general questions.As a Customer Success Manager with Content and Mobius specialty, you will work cross-functionally with multiple internal teams to ensure alignment with our customer’s goals and objectives.You will play a crucial role in engaging with customers to ensure they are getting the maximum value from their Rocket investments, tracking successes, and regularly reviewing their business needs.Work closely with your account team on your assigned accounts.Understand your customer’s business environment and objectives.Document how they use the Mobius product.Understand what success means to your customers.Build strong relationships within your customer accounts.Work hand in hand with your Account Executive to hold business reviews with your accounts.Partner with our Product Specialist team to host user trainings as needed.Work closely with Renewals on risk mitigation and process improvements.Partner with Retention Marketing on campaigns and events to drive engagement with your accounts.Work closely with Retention Marketing to identify successful customers and turn them into advocates and case studies.Manage the customer lifecycle journey points, including customer onboarding, feedback loops, advocacy, risk management and value campaigns.Use Gainsight to track engagement, opportunities and derive insights.Qualifications
5+ years in Customer Success Management with demonstrated success in developing strategic customer relationships and working with Fortune 500 accounts.Strong empathy for customers and a genuine belief that their success translates into Rocket’s success.Deep understanding of value drivers in recurring revenue business models.Creative, resourceful, detail-oriented, and highly organized.An analytical and metrics-driven work style.Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment.Highly collaborative team player with the ability to build successful relationships with various stakeholders.Ability to manage challenging conversations internally and externally.Absolute and complete alignment with and consistent practice of our core values of Empathy, Humanity, Trust and Love to both our customers and other Rocketeers.Benefits
The base salary range for this role is $81,476.50 - $101,846.00 / year.Exact compensation may vary based on skills, experience, and location.Extensive paid time off programs (paid holidays, sick, and unlimited vacation time).Healthcare coverage options to fit you (and your family’s) needs.Retirement savings, with matching contributions by Rocket Software.Life and disability coverage.Leadership and skills training opportunities.Two paid work days for off-site training.
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The Senior CSM will take ownership of their customer interactions and go above and beyond to ensure resolution and long-term success for their customers.The Senior CSM will foster internal cross-functional relationships in support of our customer’s needs.They will be a bridge between our customer and internal teams in order to provide transparency and continual improvement for our customers.They will be a mentor and help the team as needed with Rocket processes and general questions.As a Customer Success Manager with Content and Mobius specialty, you will work cross-functionally with multiple internal teams to ensure alignment with our customer’s goals and objectives.You will play a crucial role in engaging with customers to ensure they are getting the maximum value from their Rocket investments, tracking successes, and regularly reviewing their business needs.Work closely with your account team on your assigned accounts.Understand your customer’s business environment and objectives.Document how they use the Mobius product.Understand what success means to your customers.Build strong relationships within your customer accounts.Work hand in hand with your Account Executive to hold business reviews with your accounts.Partner with our Product Specialist team to host user trainings as needed.Work closely with Renewals on risk mitigation and process improvements.Partner with Retention Marketing on campaigns and events to drive engagement with your accounts.Work closely with Retention Marketing to identify successful customers and turn them into advocates and case studies.Manage the customer lifecycle journey points, including customer onboarding, feedback loops, advocacy, risk management and value campaigns.Use Gainsight to track engagement, opportunities and derive insights.Qualifications
5+ years in Customer Success Management with demonstrated success in developing strategic customer relationships and working with Fortune 500 accounts.Strong empathy for customers and a genuine belief that their success translates into Rocket’s success.Deep understanding of value drivers in recurring revenue business models.Creative, resourceful, detail-oriented, and highly organized.An analytical and metrics-driven work style.Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment.Highly collaborative team player with the ability to build successful relationships with various stakeholders.Ability to manage challenging conversations internally and externally.Absolute and complete alignment with and consistent practice of our core values of Empathy, Humanity, Trust and Love to both our customers and other Rocketeers.Benefits
The base salary range for this role is $81,476.50 - $101,846.00 / year.Exact compensation may vary based on skills, experience, and location.Extensive paid time off programs (paid holidays, sick, and unlimited vacation time).Healthcare coverage options to fit you (and your family’s) needs.Retirement savings, with matching contributions by Rocket Software.Life and disability coverage.Leadership and skills training opportunities.Two paid work days for off-site training.
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