Gigamon’s Customer Success Team is responsible for ensuring we provide the highest quality customer experience wherever and whenever our customers need us. The Customer Success Associate is a part of that team and is a key player in helping our customers achieve their objectives.
You will walk the path with our customers on their journey to learn, adopt, and maximize their Gigamon technology investment. You are their voice and advocate. Partnering with our Sales, Channel Partners, Professional Services, and Success Managers during all phases of the customers subscription lifecycle, you will ultimately help guide customers to the successful attainment of their desired business outcomes. You will help them achieve value recognition and identify customer growth opportunities in-line with their objectives and needs.
What you’ll do:
- Influence the customer lifecycle by executing on predefined enablement and nurturing activities, advocating internally for the customer, and incorporating industry best practices
- Engage internal resources to assist with enablement or help mitigate any issues
- Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services
- Provide operational execution of Customer Success initiatives such as tracking usage, adoption, and consumption information to create a customer health score and dashboards
- Improve subscription deployment rates, time to value, adoption, revenue retention, renewal rates, & reduce churn
- Influence future lifetime value through higher product adoption.
- Improve overall customer satisfaction and drive new business growth through greater advocacy & reference-ability
- Complete ongoing up-skilling to meet agreed Key Performance Indicators (KPIs)
- Help build scalable Customer Success operations for global customer base
- Contribute to ongoing process improvement by providing feedback and suggestions that will result in increased efficiency and/or improved customer experience
- Collaborate cross functionally with our Sales, Channel Partners, and Global Services (Professional Services, Education Services, Technical Support) teams to deliver an exceptional customer experience
What you’ve done:
- You bring 0-2 years of valuable customer service or success/administrative experience to the table.
- Throughout your career, you have consistently gone the extra mile to ensure customer satisfaction, leaving them feeling supported and content
Who you are:
- You are fluent in English for business
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You possess a deep understanding of major concepts of customer service excellence.
- Your first-class attention to detail, combined with excellent organizational skills, showcases your proven work ethic.
- Highly self-motivated and able to work autonomously and professionally both remotely and in an office/team environment (3 days per week), based in Mexico City
- You exhibit excellent interpersonal and problem-solving skills, along with determination and tenacity.
- Your ability to follow prescriptive processes and adapt to new situations is a testament to your flexibility.
- As a customer-centric and proactive team player, you possess an empathy that drives customer loyalty and adoption.
- Exceptional follow-through characterizes your ability to manage simultaneous and competing customer requests in a high-paced environment.
- A process-oriented mindset defines your approach.
- You demonstrate a strong desire for continuous learning and development.
- Comfortable working with computer programs such as email, with an aptitude to learning MS office 365 Suite, Zoom, Slack, CRM &Customer Success, and other collaboration tools in a fast-paced environment. Experience with any of these tools is a plus.
- You must be available to work Central Time zone business hours
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Must have reliable home internet connection capable of video-conferencing and streaming media without disruption
