Rocket Software
Senior Customer Success Manager
Rocket Software, Charleston, West Virginia, us, 25329
5+ years in Customer Success Management with demonstrated success in developing strategic customer relationships and working with Fortune 500 accountsStrong empathy for customers and a genuine belief that their success translates into Rocket’s successDeep understanding of value drivers in recurring revenue business modelsCreative, resourceful, detail-oriented, and highly organizedAn analytical and metrics-driven work styleSelf-starter who thrives under ambiguity in a fast-paced, deadline-oriented environmentHighly collaborative team player with the ability to build successful relationships with various stakeholdersAbility to manage challenging conversations internally and externallyAbsolute and complete alignment with and consistent practice of our core values of Empathy, Humanity, Trust and Love to both our customers and other RocketeersResponsibilities
The Senior CSM will take ownership of their customer interactions and go above and beyond to ensure resolution and long-term success for their customersThe Senior CSM will foster internal cross-functional relationships in support of our customer’s needsThey will be a bridge between our customer and internal teams in order to provide transparency and continual improvement for our customersThey will be a mentor and help the team as needed with Rocket processes and general questionsAs 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 objectivesYou 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 needsWork closely with your account team on your assigned accountsUnderstand your customer’s business environment and objectivesDocument how they use the Mobius productUnderstand what success means to your customersBuild strong relationship within your customer accountsWork hand in hand with your Account Executive to hold business reviews with your accountsPartner with our Product Specialist team to host user trainings as neededWork closely with Renewals on risk mitigation and process improvementsPartner with Retention Marketing on campaigns and events to drive engagement with your accountsWork closely with Retention Marketing to identify successful customers and turn them into advocates and case studiesManage the customer lifecycle journey points, including customer onboarding, feedback loops, advocacy, risk management and value campaignsUse Gainsight to track engagement, opportunities and derive insightsThe base salary range for this role is $81,476.50 - $101,846.00 /yearExact compensation may vary based on skills, experience, and locationExtensive paid time off programs (paid holidays, sick, and unlimited vacation time)Healthcare coverage options to fit you (and your family’s) needsRetirement savings, with matching contributions by Rocket SoftwareLife and disability coverageLeadership and skills training opportunitiesTwo paid work days for off-site trainingQualifications
5+ years in Customer Success Management with demonstrated success in developing strategic customer relationships and working with Fortune 500 accountsStrong empathy for customers and a genuine belief that their success translates into Rocket’s successDeep understanding of value drivers in recurring revenue business modelsCreative, resourceful, detail-oriented, and highly organizedAn analytical and metrics-driven work styleSelf-starter who thrives under ambiguity in a fast-paced, deadline-oriented environmentHighly collaborative team player with the ability to build successful relationships with various stakeholdersAbility to manage challenging conversations internally and externallyAbsolute and complete alignment with and consistent practice of our core values of Empathy, Humanity, Trust and Love to both our customers and other RocketeersResponsibilities
The Senior CSM will take ownership of their customer interactions and go above and beyond to ensure resolution and long-term success for their customersThe Senior CSM will foster internal cross-functional relationships in support of our customer’s needsThey will be a bridge between our customer and internal teams in order to provide transparency and continual improvement for our customersThey will be a mentor and help the team as needed with Rocket processes and general questionsAs 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 objectivesYou 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 needsWork closely with your account team on your assigned accountsUnderstand your customer’s business environment and objectivesDocument how they use the Mobius productUnderstand what success means to your customersBuild strong relationship within your customer accountsWork hand in hand with your Account Executive to hold business reviews with your accountsPartner with our Product Specialist team to host user trainings as neededWork closely with Renewals on risk mitigation and process improvementsPartner with Retention Marketing on campaigns and events to drive engagement with your accountsWork closely with Retention Marketing to identify successful customers and turn them into advocates and case studiesManage the customer lifecycle journey points, including customer onboarding, feedback loops, advocacy, risk management and value campaignsUse Gainsight to track engagement, opportunities and derive insightsBenefits
The base salary range for this role is $81,476.50 - $101,846.00 /yearExact compensation may vary based on skills, experience, and locationExtensive paid time off programs (paid holidays, sick, and unlimited vacation time)Healthcare coverage options to fit you (and your family’s) needsRetirement savings, with matching contributions by Rocket SoftwareLife and disability coverageLeadership and skills training opportunitiesTwo paid work days for off-site trainingIt's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description Summary...
The Senior Customer Success Manager is an experienced team member within Customer Success and exhibits the core Rocket values in their everyday work. 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.
Job Overview:
Every company says they care about their customers, but at Rocket Software we really, really mean it. The customer is at the heart of literally everything we do, and we wake up every day aspiring to deliver a differentiated customer experience unmatched by anyone in the software business and driven by our four core values -- Empathy, Humanity, Trust and Love. With a Customer Satisfaction score of 94% and an industry leading NPS score year over year, our customers have validated that we’re living our values and that we walk the walk.
We are looking for an innovative, driven, and inspiring Customer Success leader that can help us engage with and delight our Mobius Customers. 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. This is a tremendous opportunity to impact our CS organization as we strive to meet our growth goals for customer renewals and expansion, but also provides a unique opportunity to leverage the combination of your experience, our core values and customer-focus to create a true Category of One CSM offering for our customers.
Essential Duties and Responsibilities :
Work closely with your account team on your assigned accounts
Get to know your customers. This includes but is not limited to the following:
Understand your customer’s business environment and objectives
Document how they use the Mobius product
Understand what success means to your customers
Build strong relationship 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
Experience with Gainsight and Salesforce preferred
Experience with Mobius preferred
Information Security:
Information security is everyone’s responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.
Diversity, Inclusion & Equity:
At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.
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.
.
What Rocket Software can offer you in USA:
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
Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.
#LI-Remote
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Thousands of companies around the world depend on Rocket to solve their most challenging business problems by helping them run their critical infrastructure, business processes, and data, as well as extending the value of these assets to take advantage of cloud and mobile computing, advanced analytics, and other future innovations. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands interact with every day. At Rocket, software has always been about people—not just ones and zeroes. We’re people solving problems for other people, and we strive to treat our customers, partners, and fellow Rocketeers with humanity. Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts with 31 offices around the world
Company informationRocket Software partners with the largest enterprises, in all industries, to solve their most complex IT challenges, across infrastructure, data, and applications — with solutions that simplify, not disrupt their modernization journey. Trusted by over 10,000 customers, Rocket Software helps enterprises modernize in place with a hybrid cloud strategy, so they don’t need to re-platform or build from the ground up. The company’s 2,600 global employees work with customers to accelerate and optimize their modernization journey while meeting evolving market needs. Rocket Software is a privately held U.S. corporation headquartered in the Boston area with centers of excellence strategically located throughout North America, Europe, Asia and Australia. Rocket Software is a portfolio company of Bain Capital Private Equity.Information Services, Software, Information Technology, Enterprise Software, Financial Services, Technology, IT Services, Software Development, Cloud Computing, Computer SoftwarePrivately HeldWaltham, MACompany Specialties:Storage, Networks and Compliance, Application Modernization, Archive & Backup Management, Supply Chain Integration (EDI & Managed File Transfer), BI & Analytics, Terminal Emulation, AS/400, IBM Mainframe, IBM i, and MultiValue Database
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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 customersThe Senior CSM will foster internal cross-functional relationships in support of our customer’s needsThey will be a bridge between our customer and internal teams in order to provide transparency and continual improvement for our customersThey will be a mentor and help the team as needed with Rocket processes and general questionsAs 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 objectivesYou 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 needsWork closely with your account team on your assigned accountsUnderstand your customer’s business environment and objectivesDocument how they use the Mobius productUnderstand what success means to your customersBuild strong relationship within your customer accountsWork hand in hand with your Account Executive to hold business reviews with your accountsPartner with our Product Specialist team to host user trainings as neededWork closely with Renewals on risk mitigation and process improvementsPartner with Retention Marketing on campaigns and events to drive engagement with your accountsWork closely with Retention Marketing to identify successful customers and turn them into advocates and case studiesManage the customer lifecycle journey points, including customer onboarding, feedback loops, advocacy, risk management and value campaignsUse Gainsight to track engagement, opportunities and derive insightsThe base salary range for this role is $81,476.50 - $101,846.00 /yearExact compensation may vary based on skills, experience, and locationExtensive paid time off programs (paid holidays, sick, and unlimited vacation time)Healthcare coverage options to fit you (and your family’s) needsRetirement savings, with matching contributions by Rocket SoftwareLife and disability coverageLeadership and skills training opportunitiesTwo paid work days for off-site trainingQualifications
5+ years in Customer Success Management with demonstrated success in developing strategic customer relationships and working with Fortune 500 accountsStrong empathy for customers and a genuine belief that their success translates into Rocket’s successDeep understanding of value drivers in recurring revenue business modelsCreative, resourceful, detail-oriented, and highly organizedAn analytical and metrics-driven work styleSelf-starter who thrives under ambiguity in a fast-paced, deadline-oriented environmentHighly collaborative team player with the ability to build successful relationships with various stakeholdersAbility to manage challenging conversations internally and externallyAbsolute and complete alignment with and consistent practice of our core values of Empathy, Humanity, Trust and Love to both our customers and other RocketeersResponsibilities
The Senior CSM will take ownership of their customer interactions and go above and beyond to ensure resolution and long-term success for their customersThe Senior CSM will foster internal cross-functional relationships in support of our customer’s needsThey will be a bridge between our customer and internal teams in order to provide transparency and continual improvement for our customersThey will be a mentor and help the team as needed with Rocket processes and general questionsAs 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 objectivesYou 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 needsWork closely with your account team on your assigned accountsUnderstand your customer’s business environment and objectivesDocument how they use the Mobius productUnderstand what success means to your customersBuild strong relationship within your customer accountsWork hand in hand with your Account Executive to hold business reviews with your accountsPartner with our Product Specialist team to host user trainings as neededWork closely with Renewals on risk mitigation and process improvementsPartner with Retention Marketing on campaigns and events to drive engagement with your accountsWork closely with Retention Marketing to identify successful customers and turn them into advocates and case studiesManage the customer lifecycle journey points, including customer onboarding, feedback loops, advocacy, risk management and value campaignsUse Gainsight to track engagement, opportunities and derive insightsBenefits
The base salary range for this role is $81,476.50 - $101,846.00 /yearExact compensation may vary based on skills, experience, and locationExtensive paid time off programs (paid holidays, sick, and unlimited vacation time)Healthcare coverage options to fit you (and your family’s) needsRetirement savings, with matching contributions by Rocket SoftwareLife and disability coverageLeadership and skills training opportunitiesTwo paid work days for off-site trainingIt's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description Summary...
The Senior Customer Success Manager is an experienced team member within Customer Success and exhibits the core Rocket values in their everyday work. 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.
Job Overview:
Every company says they care about their customers, but at Rocket Software we really, really mean it. The customer is at the heart of literally everything we do, and we wake up every day aspiring to deliver a differentiated customer experience unmatched by anyone in the software business and driven by our four core values -- Empathy, Humanity, Trust and Love. With a Customer Satisfaction score of 94% and an industry leading NPS score year over year, our customers have validated that we’re living our values and that we walk the walk.
We are looking for an innovative, driven, and inspiring Customer Success leader that can help us engage with and delight our Mobius Customers. 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. This is a tremendous opportunity to impact our CS organization as we strive to meet our growth goals for customer renewals and expansion, but also provides a unique opportunity to leverage the combination of your experience, our core values and customer-focus to create a true Category of One CSM offering for our customers.
Essential Duties and Responsibilities :
Work closely with your account team on your assigned accounts
Get to know your customers. This includes but is not limited to the following:
Understand your customer’s business environment and objectives
Document how they use the Mobius product
Understand what success means to your customers
Build strong relationship 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
Experience with Gainsight and Salesforce preferred
Experience with Mobius preferred
Information Security:
Information security is everyone’s responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.
Diversity, Inclusion & Equity:
At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.
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.
.
What Rocket Software can offer you in USA:
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
Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.
#LI-Remote
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Thousands of companies around the world depend on Rocket to solve their most challenging business problems by helping them run their critical infrastructure, business processes, and data, as well as extending the value of these assets to take advantage of cloud and mobile computing, advanced analytics, and other future innovations. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands interact with every day. At Rocket, software has always been about people—not just ones and zeroes. We’re people solving problems for other people, and we strive to treat our customers, partners, and fellow Rocketeers with humanity. Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts with 31 offices around the world
Company informationRocket Software partners with the largest enterprises, in all industries, to solve their most complex IT challenges, across infrastructure, data, and applications — with solutions that simplify, not disrupt their modernization journey. Trusted by over 10,000 customers, Rocket Software helps enterprises modernize in place with a hybrid cloud strategy, so they don’t need to re-platform or build from the ground up. The company’s 2,600 global employees work with customers to accelerate and optimize their modernization journey while meeting evolving market needs. Rocket Software is a privately held U.S. corporation headquartered in the Boston area with centers of excellence strategically located throughout North America, Europe, Asia and Australia. Rocket Software is a portfolio company of Bain Capital Private Equity.Information Services, Software, Information Technology, Enterprise Software, Financial Services, Technology, IT Services, Software Development, Cloud Computing, Computer SoftwarePrivately HeldWaltham, MACompany Specialties:Storage, Networks and Compliance, Application Modernization, Archive & Backup Management, Supply Chain Integration (EDI & Managed File Transfer), BI & Analytics, Terminal Emulation, AS/400, IBM Mainframe, IBM i, and MultiValue Database
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