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.
The Manager of our customer success team work directly with our Customer Success Managers (CSMs) and Technical Success Managers (TSMs). Both roles are a critical function for Gigamon’s Deep Observability offering, working as trusted advisors through all phases of the customer journey, providing expertise and guidance to ensure that Gigamon’s solutions deliver maximum value to our clients. As manager of this incredible team of professionals, you will work alongside them to ensure success of our customers, and to drive excellence within the team.
We are looking for a talented, passionate, and execution-focused team leader. Ideally, you’ll exhibit a can-do, customer-centric attitude, and approach your role as a leader with empathy. You should have demonstrated ability to learn quickly and communicate effectively in a professional, fast-paced, rapidly changing environment and be excellent at driving priorities and multitasking.
What you’ll do:
- Drive effective communications with direct reports, customers, executives, and internal teams.
- Align team deliverables and capabilities with the needs of customers and internal stakeholders.
- Communicate team value to internal teams as well as sales prospects to help them understand why they can’t live without Customer Success.
- Drive continuous process evaluation and improvement within the team, and with other internal teams, to deliver a consistent and excellent customer journey.
- Lead, develop, and inspire a Customer Success team of direct reports.
- Organize, monitor, and improve workflows of all teams whose functions support customer retention.
- Develop and track customer satisfaction and customer success key performance indicators (KPIs). Develop and manage action plans and playbooks to continuously improve these metrics.
- Act as a point of escalation in support of Success Managers for customer issues and complaints in order to drive them to successful resolution internally.
- Advocate on behalf of customers for changes to Gigamon's products and services that are most valuable to customers, actively collaborating with Account Management, Product Management, Support, and Engineering.
- Develop solutions to solve customer issues, leading towards product experience enhancements.
- Travel to customer locations and Gigamon offices as needed.
What you’ve done:
- BA/BS quantitative/technical degree, or equivalent.
- 5+ 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.).
- 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.
