At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.Gigamon’s Customer Success Manager is responsible for ensuring we provide the highest quality customer experience wherever and whenever our customers need us.
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. From partnering with our Sales and Channel Partners during the sales cycle to onboarding our customers and, ultimately, helping guide them to the successful attainment of their desired business outcomes, you will help customers achieve value recognition and identify expansion opportunities in-line with their objectives and needs.
What you’ll do:
- Develop a trusted advisor relationship with our customers so that we are aligned with their business goals and strategy.
- Influence the customer lifecycle by mapping the customer journey, standardizing touchpoints for each stage in their journey, identifying opportunities for continuous improvement, advocating internally for the customer, and incorporating industry best practices.
- Maintain customer usage, adoption, and consumption information to create a customer health score.
- Lead focus assisting the account and support teams with key escalations.
- Partner closely with our Sales, Channel Partners, and Renewals teams to ensure alignment and provide information on new opportunities and customer outcomes.
- Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services.
- Increase subscription 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.
- Collaborate cross functionally with our Sales, Channel Partners, Product Management, Engineering, Professional Services, Education Services, and Technical Support teams to deliver an exceptional customer experience.
- You will be responsible for the Customer Success team that supports our EMEA and APAC regions.
What you’ve done:
- BA/BS quantitative/technical degree, or equivalent.
- 2+ years experience managing Success teams.
- 5+ years of experience in customer-facing roles such as customer success, customer support, professional services, or similar including experience managing external vendor/client relationships, cross-functional teams, programs, or products.
- 3+ years in customer facing support or consulting role (professional services, account management, project management, customer service, etc.).
- Must have proven experience working in a technology company (networking, cloud infrastructure, cybersecurity,software development or SaaS) with the ability to work on complex technical solutions in enterprise environments.
- Proven track record in coordinating internal departments and resources to solve complex customer support or implementation problems.
- Experience developing and holding teams accountable to KPIs relevant to the team and business need.
Who you are:
- Excellent verbal, written, and interpersonal communication skills.
- Strong critical thinking, analytic, and problem-solving abilities.
- Desire to bring new customers to the table.
- Ability to travel 10-20% of the time.
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